Question 43

When stating the actual refusal in a negative message that will likely cause the reader some distress, try to use:

		Passive voice.
		Active voice.
		Second-person pronouns, or the you-voice.
		A short, one-sentence paragraph.

Question 44

Which of these statements uses the lowest level of courtesy?

		Use a 5-millimeter hex wrench to adjust the tension on the knee lever.
		Please be sure to to fill out your benefits statement form before the end of the week.
		I need you to stay an extra hour today to make sure we meet the deadline.
		Could you please stay an extra hour today to make sure that we don't miss the deadline?

Question 45

Empathy is best known as:

		Rushing to get something done before 5 p.m. Friday.
		The ability to see an issue from another persons point of view.
		Feeling sorry for someone.
		A new character in the Marvel Universe.

Question 46

You plan to announce to your 100 employees that they will not receive raises this year. What is the worst way to deliver the bad news?

		As part of a public meeting where your company's management explains the reasons for steps it will take to cut costs to survive.
		At the end of the day.
		Face to face.
		Send out a text message to everyone in the company.