Composing Effective Bad-News Messages

Use the indirect pattern when you need to soften or delay bad news until after an explanation is given. Understanding the four components of the indirect pattern will help you craft messages that convey empathy, present reasons, cushion bad news, and close pleasantly.

Which buffering technique are you using if you choose to praise the receiver's accomplishments, organization, or efforts?

• Best news
• Compliment
• Agreement

Apologies are often part of bad-news messages.

Read the following scenario, and answer the following question.

You left work on Thursday evening and forgot to turn in a report that was due that day to your manager. You decide you need to compose an apology letter.

What should you do when composing the message? Check all that apply.

• Express genuine feeling and understanding.
• Express remorse but do not accept responsibility.
• Use empathy.
• Ignore the feelings of the receiver.

When presenting your reason or explanation in a bad-news letter, when is it appropriate to be specific?

• If you are offering an unrealistic reason or explanation in an attempt to be “good hearted”
• If the reason or explanation is confidential but won't create legal liability
• If the reason or explanation is not confidential and will not create legal liability

Read the following scenario, and answer the following question.

Your entire sales department was hoping to attend a national conference in Boston. Your budget, however, will allow only three people to attend.

Which of the following is the best technique for cushioning the bad news?

• Dwell on the bad news to create sympathy.
• Suggest a compromise or alternative.
• Use a canned ending to save time.

Read the following scenario, and answer the following question.

A customer recently wrote your bakery a letter complaining that the cherry scones were too crumbly and dry.

What could you include in your response that would restore confidence? Check all that apply.

• A refusal of responsibility
• A statement that mentions you've enclosed discount coupons
• An alternative
• An angry or defensive remark

Fill in the blank with the correct part of an indirect message.

ends with a personalized, forward-looking, pleasant statement.

Read the following scenario, and answer the following question.

You are the president of a toy manufacturing company that has recently discovered its bendable action figures break too easily. You need to compose a message to your customers addressing this issue. You've already anticipated the impact of this message.

What should your next steps be? Check all that apply.

• Proofread for punctuation errors.
• Organize your ideas.
• Jot down reasons that explain the bad news.
• Determine who to blame.