Professional Email Writing Course: Apologies, complaints and bad news

1. Pergunta 1 de 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.
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   Resposta: 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. Pergunta 2 de 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
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   Resposta: A. A clear apology, responsibility and how you will fix it

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

3. Pergunta 3 de 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"
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   Resposta: B. "Sorry if there was any confusion"

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

4. Pergunta 4 de 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
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   Resposta: 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. Pergunta 5 de 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
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   Resposta: A. Firm, businesslike and polite

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

6. Pergunta 6 de 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
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   Resposta: 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. Pergunta 7 de 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
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   Resposta: B. Attach copies and keep the originals

   Send copies of supporting documents and always keep the originals.

8. Pergunta 8 de 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
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   Resposta: B. The business that provided the service

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

9. Pergunta 9 de 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."
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   Resposta: 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. Pergunta 10 de 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
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    Resposta: 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. Pergunta 11 de 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
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    Resposta: 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. Pergunta 12 de 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.
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    Resposta: 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. Pergunta 13 de 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
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    Resposta: 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. Pergunta 14 de 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
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    Resposta: 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. Pergunta 15 de 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
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    Resposta: 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.

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