Question 21

ListenReadSpeaker webReader: Listen

Which strategy does the text recommend for delivering unwelcome or negative news?

Question 21 options:

	Explain how the reader or, if not the reader, somebody else will benefit.
	Accept blame for the bad news to ensure a positive response from the reader.
	Include a statement that says the bad news is a result of company policy. Most readers will understand this explanation.
	Give the bad news first and then provide reasons or explanation so that the reader will better understand the bad news.

Question 22

ListenReadSpeaker webReader: Listen

The direct strategy is appropriate when refusing requests for time, money, information, or action.

Question 22 options:

	True
	False

Question 23

ListenReadSpeaker webReader: Listen

Which statement best reflects the advice given in the text about refusing requests?

Question 23 options:

	In the closing, refer to the bad news and apologize sincerely.
	Always include sales promotion or resale information in your refusal letter.
	Use words such as regret, sorry, and unfortunately often so that the reader knows that you care.
	Try to place the refusal in the middle of a paragraph or in a subordinate clause.

Question 24

ListenReadSpeaker webReader: Listen

Most readers will find it inappropriate and offensive if you include resale or sales promotion material in a bad news message, even if the bad news is fairly insignificant.

Question 24 options:

	True
	False