1. Developing a Bad-news Message

When preparing a bad-news message, follow the inductive outline in most situations. Using an inductive approach will allow the recipient time to understand the reasons before receiving the bad news and will build goodwill.

1-In an indirect bad-news message, the first paragraph is very important because it influences how the remainder of the message is received. What should the introductory paragraph in a bad-news message accomplish?

a- Provide a friendly delivery of the bad news.

b- Provide a buffer to cushion the bad news to follow.

c- State the purpose of the message in clear terms.

Read the scenario about denying a request, and then answer the corresponding question.

Suzanne needs to deny an employees request. Her message begins:

2- Dear Lydia,

Your request for retroactive sick pay is completely justified. I completely agree with you; all employees should receive adequate compensation.

What advice would you give Suzanne?

a-Avoid starting too positively and building false hopes.

b-Avoid addressing employees by their first names.

c- State the bad news in the first sentence to orient the reader.

3- The reasons and explanations section of a bad-news message is extremely important because receivers want to know why they have been refused. Which of these guidelines apply to presenting the facts, analysis, and reasons in a bad-news message? Check all that apply.

a-Indicate that you will entertain alternative views.

b-Avoid using company policy as a reason.

c-Provide a smooth transition from opening paragraph to the explanation.

Well-written bad-news statements that include positive language, use passive voice, and imply the refusal are most successful.

Read the bad-news statement that would follow a presentation of the facts and reasons.

4-We will not give you a refund.

Which is the best revision for this bad-news statement?

a-Although we are unable to offer a complete refund, we would like to extend your warranty for three additional months.

b-No revision is necessary.

c-We are unable to offer you a refund at this time.

Read the bad-news scenario, and then answer the corresponding questions about the counterproposal and message closing.

5- Yasmin is an intern with a realty company that manages several apartment complexes. Recent changes in the tax code and extensive renovations, including improved exercise facilities, will increase monthly rental rates for the second consecutive year. Renters will consider this bad news. Yasmin has been instructed to prepare a message informing the renters of the new rent increase.

Which silver lining counterproposal would be appropriate for Yasmin to include?

a-The owners of the complex will not face foreclosure because they cant pay the mortgage.

b-Government services and human welfare may improve with additional tax revenue flowing into the state coffers.

c-Renters will have access to new, state-of-the-art exercise facilities.

6-What advice should you give Yasmin as she prepares the conclusion of her message? Check all that apply.

a-Refer to a pleasant aspect of the preceding discussion.

b-Include a positive, forward-looking idea.

c-Avoid trite statements that may seem shallow and superficial.