What is the sequence of elements in a negative message that is organized using the indirect approach?

What are the five general goals when delivering bad news?

1. Convey the bad news.2. Ensure its acceptance.3. Maintain the reader’s goodwill.4. Maintain the organization’s good image.5. Reduce future correspondence on the matter.

What questions should you ask yourself when choosing between the direct and indirect approaches?

Will the bad news come as a shock?Does the reader prefer short messages that get right to the point?How important is this news to the reader?Do I need to maintain a close working relationship with the reader?Do I need to get the reader’s attention?What is my organization’s preferred style?

What is the sequence of elements in a negative message organized using the direct approach?

1. Bad news2. Reasons3. Positive close

What is the eight characteristics of effective buffers?

SincereRelevantNot misleadingNeutral RespectgulSuccinct AssertiveBrief

What is a buffer, and why might using one be unethical?

A buffer is a neutral, noncontroversial statement that is closely related to the point of the message. Buffers are unethical when they trivialize the recipient’s concerns, divert attention from the problem with insincere flattery or irrelevant material, or mislead the reader into thinking my message actually contains good news.

When using the indirect approach to announce a negative decision, what is the purpose of presenting your reasons before explaining the decision itself?

To lead the audience to the decision before actually saying itTo help maintain focus on the issues at hand and defuse the emotions that always accompany significantly bad newsTo convince the audience that the decision is justified, fair, and logical

Describe the three tecniques for saying no as clearly and kindly as possible.

De-emphasize the bad news visually and grammatically.Use a conditional (if or when) statement to imply that the audience could heave receivd, or might someday receive, a favourable answer.

Emphasize what you can do ro have done rather than what you can't or didn't do.

What are the guidelines on closing for negative news?

Avoid an uncertain conclusion.Limit future correspondence.Express optimism, if appropriate.

Be sincere.

What are the steps when you are making negative announcements on routine business matters?

Open with a buffer that establishes some mutual ground between you and the readerAdvance your reasoningAnnounce the change

Close with as much positive information and sentiment as appropriate under the circumstances

What are the three goals when you handle bad news about transactions?

1. Modify the customer's expectations.2. Explain how you plan to resolve the sitution.

3. Repair whatever damage might have been done to the businees relationship.

What are the points to remember when you refuse claims and requests for adjustment?

Use the indirect approach.Avoid accepting responsibility for the unfortunate situation.Aboid blaming or accusing the customer.Pay special attention to the tone of your letter.Demonstrate that you understand and have considered the complaint carefully .Explain rationally why you are refusing the request.

Close on a respectrul and action-oriented note.

List the important points to consider when conveying negative organizational news.

Match your approach to the situation.Consider the unique needs of each group.Minimize the element of surprise whenever possible.If possible, give yourself enough time to plan and manage a response.Look for positive angles but don't exude false optimism.Seek expert advice.

Use multiple media to reach out to affected audiences.

Why is early and frequent engagement with stakeholder communities so valuable in fending off erroneous rumours and other negative information about your company?

Companies that have done the long, hard work of fostering relationships with their stakeholder communities have such a credibility that they are less likely to be attacked unfairly and more likely to survive such attacks.