3. Composing Effective Negative 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 What buffering technique are you using if you show in your opening that you care and are Understanding O Facts Best news Apologies are often part of bad news messages Read the following scenario, and answer the following question Your pharmaceutical company delivered the wrong shipment of medication to a chain of pharmacies. You need to draft an apology letter and rectify the situation. What tips should you remember when writing the letter? Check all that apply. Focus on regret. And sincerely. Your pharmaceutical company delivered the wrong shipment of medication to a chain of pharmacies. You need to draft an apology letter and rectify the situation. What tips should you remember when writing the letter? Check all that apply. Focus on regret Apologize sincerely. Use good judgement to avoid litigation Always admit blame. When presenting your reason or explanation in a bad news letter, when is it appropriate to be specific? If the reason or explanation is not confidential and will not create legal liability O If the reason or explanation is confidential but won't create legal liability O If you are offering an unrealistic reason or explanation in an attempt to be the "good guy" Read the following scenario, and answer the following question You need to compose a message to your department explaining that your company is being bought and downsized. All displaced employees will be offered counseling and outplacement services. You need to compose a message to your department explaining that your company is being bought and downsized. All displaced employees will be offered counseling and outplacement services. Which of the following is the best technique for cushioning the bad news? O Place the bad news at the end of a paragraph. O Accentuate the positive. O Begin the first paragraph with bad news. 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. An angry or defensive remark A statement that mentions you've enclosed discount coupons D A refusal of responsibility An alternative Fill in the blank with the com An angry or defensive remark D A statement that mentions you've enclosed discount coupons A refusal of responsibility An alternative Fill in the blank with the correct part of an indirect message. explains why the bad news was necessary and that the matter was taken seriously. Read the following scenario, and answer the following question You are the account manager for an Internet service provider. A customer contacts you and complains that her recent billing statement was incorrect. After looking over the statement, you determine that the customer is in error. What should you do before writing your message? Check all that apply. Proofread for format. Anticipate the effect on the receiver Analyze how you are going to deliver the bad news. Buffer the opening