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 provide objective Information in your opening? Facts Best news Compliment 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 Apologize sincerely. Always admit blame. Use good judgement to avoid litigation. Why would the following sentence result in resentment from your reader? "Company policy restricts us from accepting two coupons for one item." o o Readers resent blanket policy statements prohibiting something. Readers resent being treated as important individuals. Readers resent it when a company doesn't hide behind its policies. Read the following scenario, and answer the following question. You recently interviewed a candidate for a position in your sales department. Another candidate, who was more qualified, received the job. Which of the following is the best technique for cushioning the bad news? Use the passive voice. State the bad news at the end of the paragraph. Invite further correspondence. 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 alternative An angry or defensive remark A refusal of responsibility A statement that mentions you've enclosed discount coupons 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. The closing ving scenario, and answer the following question. The buffer The reason 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 after you've composed your draft in response to this request? Check all that apply. Proofread for format, punctuation, and correctness, Switch positions and put yourself in the receiver's shoes. Decide whether to use passive or active voice Determine what pattern to use