Exercise 3: Indicate whether you would use a direct or indirect structure for the following situations: 1) Telling a fellow employee that you will have the information she requested a week later than promised. 2) Turning down a request for a contribution to a local charity. 3) Informing a customer that the repairs to his VCR are no longer covered by warranty. 4) Notifying your boss that the storage room in your office requires maintenance. 5) Refusing a request from a community organization to act as master of ceremonies at an upcoming retirement dinner. Exercise 4: Indicate whether the following statements is true or false. a) Bad-news messages should always begin with a buffer. 2 b) Electronic mail is a good way of communicating bad news because it does so quickly and efficiently. c) Sometimes you can just imply a refusal without actually saying no. d) Good-news messages are usually easier to write than bad-news messages. e) The best way of responding to a request for money is to say no in the first paragraph so that the refusal is completely clear. f) You should always end a letter of refusal by suggesting that the writer should try again another time. g) There are certain instances when using the passive voice in a bad-news letter is effective and practical.