Which response would be the most appropriate and positive tone to reply to your audience with? *

1 point

Your item has been delayed but we assure it will be delivered in a timely manner.

The item hasn't arrived.

The item can't be found.

Unfortunately, we haven't received the item yet.

Which approach would you use if you were writing a letter from a roofing company denying a customers request to repair a roof for which the warranty expired five months ago. *

1 point

Direct Approach

Indirect Approach

Select the correct word to fill in the blank and complete the sentence(s) below. YOU CAN ONLY CHOOSE EACH WORD ONCE -- in other words, you can't use a word more than once. (1 mark each) *

4 points

direct

buffer

indirect

sincere

When closing a negative message organized by using the indirect approach, you should always be ________.

When using the indirect approach to organize your negative news message, you should open with a ________.

When a bad-news message gives the bad news in the opening paragraph, the writer is using a/an ________ approach.

________ messages take more time to write.

When closing a negative message organized by using the indirect approach, you should always be ________.

When using the indirect approach to organize your negative news message, you should open with a ________.

When a bad-news message gives the bad news in the opening paragraph, the writer is using a/an ________ approach.

________ messages take more time to write.

Which response would be the most appropriate and positive tone to reply to your audience with? *

1 point

Since you failed to include the sales receipt, we refuse to give you a refund.

No sales receipt, no refund.

You need to include the sales receipt to apply for a refund.

Customers will not get a refund without a sales receipt.

Select the statements below that are examples of effective or good buffers that could be used in negative news messages. (1 mark each) *

5 points

Hi, I see you have called in twice before to resolve this issue. Hopefully, we can resolve it today.

Please read through this entire message so you understand it.

Our company has a long standing history of fundraising for local charities and your support is always welcome.

Please accept our apology for the inconvenience this matter has caused you.

Thanks for calling but we you're not going to like what we have to say.

Thanks for you patience during this very busy time. I'm sorry you had to wait so long.

Our company policy states that your claim will be denied.

Hi, I'm calling you today to give you some news.

I know you don't like our return policy but it must be enforced even if you disagree.

We don't give refunds or exchanges 30 days after purchases have been made.

Thank you for allowing us to review your application for the accounting position.

Which approach would you use if you were writing an email message rejecting a job candidate for a job. *

1 point

Indirect Approach

Direct Approach

Which response would be the most appropriate and positive tone to reply to your audience with? *

1 point

We don't guarantee product satisfaction for all customers.

Not everyone likes our products including you.

I recognize that the product did not live up to your expectations.

You are clearly dissatisfied with the product.

Which response would be the most appropriate and positive tone to reply to your audience with? *

1 point

It is utterly impossible to ship your order tomorrow.

We will try our best to ship your order whenever we can but we can't send it tomorrow.

Your order is too late to be shipped tomorrow but we can ship it within 48 hours.

It's silly to think we can ship your order for tomorrow.

Which approach would you use if you were writing a memo from an executive rejecting a managers plan for retirement. *

1 point

Indirect Approach

Direct Approach

Which approach would you use if you were writing a memo to an immediate subordinate denying him a requested two-day leave to help their neighbour move. It is company practice to write all internal messages straightforwardly. *

1 point

Indirect Approach

Direct Approach

Which response would be the most appropriate and positive to reply to your audience with? *

1 point

Your request doesn't make any sense.

Poorly written requests aren't accepted.

We can't understand your request, so rewrite it.

Please clarify your request.

Which approach would you use if you were writing an email message to your boss, informing her that one of your key clients is taking it business to another company. *

1 point

Indirect Approach

Direct Approach