1. Communicating Negative News Effectively

At some point, everyone will have to deliver bad news. The bad feelings associated with this type of message can be alleviated if the receiver knows the reason for the bad news, feels the news is revealed sensitively, thinks the matter is treated seriously, and believes that the decision is fair. When applying these strategies, make sure to follow the writing process and determine whether to use a direct or an indirect pattern in your message.

Read the following scenario, and answer the following question.

Your company started using a new shipping company two months ago. During your short relationship with the company, you notice that it regularly inflates its shipping rates, fails to meet scheduled deliveries, and loses packages. You decide to write the letter to them ending the business relationship.

What are your goals when responding to the previous scenario? Check all that apply.

To make the receiver understand the bad news

To encourage follow-up correspondence from the receiver

To ensure that the company knows you are angry

To avoid creating legal liability for your company

To convey fairness

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

Introduces the message with a neutral statement that makes the reader continue reading.

Determine what strategy should be used in the following situation.

You are demoting an employee for unprofessional conduct.

Indirect

Direct

Read the following scenario, and answer the following question.

You are the manager of a large restaurant. A charity asks you to donate money. You've already donated your budgeted amount for the year.

What should you do ,you've composed your draft in response to this request? Check all that apply.

Switch positions and put yourself in the receiver's shoes.

Proofread for format, punctuation, and correctness.

Decide whether to use passive or active voice.

Determine what pattern to use.