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? Best news Facts Compliment Apologies are often part of bad news messages. Read the following scenario, and answer the following question. You left work on Thursday evening and forgot to turn in a report that was due that day to your manager. You decide you need to compose an apology letter. What should you do when composing the message? Check all that apply. Ignore the feelings of the receiver. Express remorse but do not accept responsibility. Use empathy. Express genuine feeling and understanding. When presenting your reason or explanation in a bad news letter, when is it appropriate to be specific? If you are offering an unrealistic reason or explanation in an attempt to be the good guy If the reason or explanation is not confidential and will not create legal liability If the reason or explanation is confidential but wont create legal liability 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? Invite further correspondence. State the bad news at the end of the paragraph. Use the passive voice. 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 An alternative A refusal of responsibility A statement that mentions youve 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. Read the following scenario, and answer the following question. You are the manager of a large restaurant. A charity asks you to donate money. Youve already donated your budgeted amount for the year. What should you do after youve composed your draft in response to this request? Check all that apply. Switch positions and put yourself in the receivers shoes. Determine what pattern to use. Proofread for format, punctuation, and correctness. Decide whether to use passive or active voice.