Author Question: Which of the following would be most appropriate when closing a direct format message with negative ... (Read 95 times)

misspop · **on:** Jun 23, 2018

Which of the following would be most appropriate when closing a direct format message with negative news?

A) Offer a sincere apology.
B) Offer contact information in the event the reader wants to further discuss the issue.
C) Provide reasons for the news.
D) Offer an alternative solution.
E) End on a cheerful, positive note that minimizes the impact of the negative news.

Question 2

Which of the following is the most appropriate apology when writing a negative news message?

A) I am sorry you had a problem with this product, and please know this issue will never happen again.
B) If this issue has created any problems for you, we are sorry.
C) I am sorry to hear of your difficulties with this product.
D) I am sorry to hear of your difficulties, as we sell millions of these products a year and no one else has expressed any concern with them.
E) I am sorry if anyone had difficulties with this product.

gasdhashg · **Reply #1 on:** Jun 23, 2018

Answer to Question 1

Answer: D
Explanation: D) After you've explained the negative news, close the message in a manner that respects the impact the negative news is likely to have on the recipient. If appropriate, consider offering your readers an alternative solution if you can and if doing so is a good use of your time. Look for opportunities to include positive statements, but avoid creating false hopes or writing in a way that seems to suggest that something negative didn't just happen to the recipient.

Answer to Question 2

Answer: C
Explanation: C) If you do apologize, make it a real apology. Don't say I'm sorry if anyone was offended by what you didthis statement implies that you're not sorry at all and that it's the other party's fault for being offended. For example, when Target's information systems were infiltrated in a hacking attack that exposed the personal data of tens of millions of customers, CEO Gregg Steinhafel's apology to customers included the statement, I know this breach has had a real impact on you, creating a great deal of confusion and frustration. Note that he did not say if this breach caused you any confusion or frustration.