Bad News Business Letters

When writing a negative message, you should try to

• Choose a buffer that will distract your reader from the main point of your message.

• Gain the audience's acceptance of the bad news.

• Leave the reader with hope that you will change your decision.

• Avoid stating the bad news.

When using the direct approach to deliver negative messages, you

• Begin with a buffer.

• Should not include reasons for the decision or information

• Should end the message on a respectful note.

• Should not worry about tone.

With the indirect approach, instead of announcing the bad news up front, you can open with a ________ to establish common ground with the reader.

• Heartwarming story

• Buffer statement

• Humorous anecdote

• Diversionary tactic

If you choose to apologize in a negative message, you should

• Phrase the apology in a conditional manner ("If I have offended anyone ...").

• Always demonstrate sincerity, but never accept blame.

• Be sincere and make it a true apology.

• Imply that not all of the blame lies with you or your company.

The buffer of a negative message

• Should have nothing to do with the message you're conveying.

• Forecasts the nature of the bad news.

• Apologizes for any inconvenience your message may cause.

• Should be neutral and noncontroversial.

If you must deliver a negative message, ask ________ to help you choose the direct or indirect approach for delivering the message.

• "Will the reader be shocked by the news?"

• "Does the reader prefer short, direct messages?"

• "Do I need to get the reader's attention immediately?"

• "How important is the news to the reader?"

• All of the above

In the indirect approach to delivering bad news, the negative news comes

• Immediately before the reasons.

• Immediately after the reasons.

• Immediately after the buffer.

• At the end of the message.

When delivering bad news, wording such as "We must turn down," "I am unable to," and "We cannot afford to"

• Softens the blow by drawing attention away from the reader and onto the sender.

• Is likely to cause pain and anger in the reader.

• Is unavoidable.

• Displays your professionalism.

• Will impress the reader as being straightforward and forceful.

As a rule, managers should use ________ to deliver bad news to employees.

• Confrontational language

• The direct approach

• The indirect approach

• The power of suggestion

Using the direct approach for negative messages

• Is rude and unprofessional.

• Makes a shorter message possible.

• Is always preferable when communicating internally.

• Means you end with a statement of your main idea.