Professional Email Writing Course: Apologies, complaints and bad news

1. Vraag 1 van 15

   Which sentence is a sincere apology?

   • AI'm sorry I sent you the wrong file. Here is the correct one.
   • BSorry if you were confused.
   • CMistakes were made.
   • DI'm sorry you feel that way.
   Toon antwoord

   Antwoord: A. I'm sorry I sent you the wrong file. Here is the correct one.

   A sincere apology names the mistake, takes responsibility and fixes it.

2. Vraag 2 van 15

   What should a good apology email include?

   • AA clear apology, responsibility and how you will fix it
   • BAn offer to talk about it someday, with no details
   • CA long explanation of what other people did wrong
   • DThe word "sorry" in the subject line and nothing else in the body
   Toon antwoord

   Antwoord: A. A clear apology, responsibility and how you will fix it

   An effective apology is sincere, accepts responsibility and explains the fix.

3. Vraag 3 van 15

   Which phrase in this email is a non-apology?

   Subject: Wrong price list

   Hi Steve,

   Sorry if there was any confusion about the price list. Mistakes were made when the file was updated, and IT changed the template last week, so it was hard to catch.

   Anyway, let me know if you have questions.

   Paula

   • A"let me know if you have questions"
   • B"Sorry if there was any confusion"
   • C"Hi Steve"
   • D"the price list"
   Toon antwoord

   Antwoord: B. "Sorry if there was any confusion"

   "Sorry if there was any confusion" doesn't name the mistake or accept responsibility.

4. Vraag 4 van 15

   What else is wrong with this apology?

   Subject: Wrong price list

   Hi Steve,

   Sorry if there was any confusion about the price list. Mistakes were made when the file was updated, and IT changed the template last week, so it was hard to catch.

   Anyway, let me know if you have questions.

   Paula

   • AIt is too formal for a coworker
   • BIt should have been sent in ALL CAPS so Steve notices it
   • CIt apologizes too many times
   • DIt blames others and offers no fix
   Toon antwoord

   Antwoord: D. It blames others and offers no fix

   "Mistakes were made" and the IT excuse avoid responsibility, and there is no fix or next step.

5. Vraag 5 van 15

   What tone works best in a complaint email to a company?

   • AFirm, businesslike and polite
   • BVery casual, like a text to a friend
   • CThreatening, with legal action in the first line
   • DAngry, so the company takes you seriously
   Toon antwoord

   Antwoord: A. Firm, businesslike and polite

   Consumer guidance says to be firm and businesslike but polite; anger and exaggeration can hurt your chances.

6. Vraag 6 van 15

   Which details belong in a complaint email about a broken appliance?

   • AYour opinion of the company's advertising
   • BA list of other stores you might shop at instead
   • CThe model number, the date you bought it and what went wrong
   • DA description of every appliance you have ever owned and their problems
   Toon antwoord

   Antwoord: C. The model number, the date you bought it and what went wrong

   Include the important facts, such as model and serial numbers, dates and the problem.

7. Vraag 7 van 15

   What should you do with your receipts when you complain by email?

   • AAttach them and then throw them away
   • BAttach copies and keep the originals
   • CDon't mention them at all
   • DMail the originals to the company
   Toon antwoord

   Antwoord: B. Attach copies and keep the originals

   Send copies of supporting documents and always keep the originals.

8. Vraag 8 van 15

   You have a problem with a service. Who should you usually contact first?

   • AA newspaper reporter
   • BThe business that provided the service
   • CA lawyer
   • DYour provincial consumer affairs office
   Toon antwoord

   Antwoord: B. The business that provided the service

   Give the business the first chance to solve the problem; legal action is the last choice.

9. Vraag 9 van 15

   How should a good complaint email end?

   • AWith a list of every problem you have had in ten years
   • BWith the result you want and a time to reply
   • CWith "Do whatever you think is fair."
   • DWith "Fix this or else."
   Toon antwoord

   Antwoord: B. With the result you want and a time to reply

   State the resolution you want, such as a refund or repair, and allow a reasonable time, for example about 10 working days.

10. Vraag 10 van 15

    Which approach is recommended for bad news, such as refusing a request?

    • AThe indirect approach, with reasons before the bad news
    • BStarting with an apology and then giving reasons without ever stating the decision
    • CThe direct approach, with the bad news in capital letters in the subject line
    • DHiding the bad news so well that the reader may not notice it
    Toon antwoord

    Antwoord: A. The indirect approach, with reasons before the bad news

    The Language Portal of Canada recommends the indirect approach for bad news, refusals and unwelcome announcements.

11. Vraag 11 van 15

    What is the purpose of the neutral opening in a bad-news email?

    • ATo start with a joke that helps the reader relax
    • BTo start with a plain fact, not the bad news
    • CTo promise the reader what they asked for
    • DTo hide the decision from the reader
    Toon antwoord

    Antwoord: B. To start with a plain fact, not the bad news

    The indirect approach opens with a neutral statement of fact, not the bad news.

12. Vraag 12 van 15

    Which is a good goodwill close for an email that refuses a vacation request?

    • ABetter luck next time.
    • BYou could take January 4 to 8 instead. Would that work?
    • CPlease don't ask about these dates again.
    • DWe regret any inconvenience this may or may not have caused.
    Toon antwoord

    Antwoord: B. You could take January 4 to 8 instead. Would that work?

    A goodwill close offers an alternative where possible and ends on a friendly note.

13. Vraag 13 van 15

    When might a phone call or meeting be better than an email?

    • AWhen you send a routine meeting reminder
    • BWhen you share a file
    • CWhen the news is serious or upsetting
    • DWhen you confirm a mailing address
    Toon antwoord

    Antwoord: C. When the news is serious or upsetting

    For sensitive matters, especially bad news or an expected negative reaction, consider a call or an in-person conversation.

14. Vraag 14 van 15

    Where does Nadia state the bad news?

    Subject: Your request for a parking spot

    Hi Tomás,

    Thank you for your request for a reserved parking spot, which I received on April 2.

    We have 40 reserved spots, and all of them are now assigned. Spots are given out in the order that requests arrive, and 12 people are already on the waiting list. Because of this, I can't give you a reserved spot at this time.

    I have added your name to the waiting list, and I will email you as soon as a spot opens up. In the meantime, the visitor lot on Elm Street has free all-day parking.

    Best regards,
    Nadia

    • AIn the subject line
    • BRight after the reasons, in paragraph 2
    • CIn the first sentence
    • DIn the last paragraph, after the alternative
    Toon antwoord

    Antwoord: B. Right after the reasons, in paragraph 2

    She explains the reasons first, then states the decision ("I can't give you a reserved spot"), as the indirect approach suggests.

15. Vraag 15 van 15

    What does Nadia's last paragraph do?

    Subject: Your request for a parking spot

    Hi Tomás,

    Thank you for your request for a reserved parking spot, which I received on April 2.

    We have 40 reserved spots, and all of them are now assigned. Spots are given out in the order that requests arrive, and 12 people are already on the waiting list. Because of this, I can't give you a reserved spot at this time.

    I have added your name to the waiting list, and I will email you as soon as a spot opens up. In the meantime, the visitor lot on Elm Street has free all-day parking.

    Best regards,
    Nadia

    • AIt asks Tomás to stop sending requests for parking
    • BIt is a goodwill close that offers alternatives
    • CIt states the bad news for the first time
    • DIt explains the reasons for the decision
    Toon antwoord

    Antwoord: B. It is a goodwill close that offers alternatives

    The waiting list and the free visitor lot are alternatives that end the message on a helpful note.

Toetsenbord: 1–4 om te antwoorden, Enter voor de volgende vraag.