While it may not be possible to make the receiver happy when you deliver bad news, you can reduce bad feelings by structuring your message in a sensitive way. Most negative messages take an indirect approach, using a buffer, providing reasons, delivering the bad news with empathy, and closing pleasantly.

What buffering technique are you using if you provide objective information in your opening?

Best news

Facts

Compliment

When are readers more open to hearing bad news?

When senders make promises they may or may not be able to fulfill

When it may benefit them or someone else

When no one benefits

Read each scenario, and then answer the corresponding question.

Your entire sales team was hoping to attend a national conference in Boston. However, your budget will allow only three people to attend. You need to inform the sales team of the bad news.

What techniques should you use to cushion the bad news? Check all that apply.

Blame company policy.

Say whatever makes you appear as the good guy.

Accentuate the positive.

Suggest a compromise or an alternative.

Your pharmaceutical company delivered the wrong shipment of medication to a chain of pharmacies. You need to write to the pharmacies to acknowledge the mistake.

What tips should you remember when writing the letter? Check all that apply.

Explain how you will rectify the situation.

Avoid responsibility.

Apologize with sincerity.

Make misleading promises.

The company you work for is expanding and needs more office space. After reviewing several contractors proposals, you decide on one.

When writing to the other contractors, what could you include in your closing that would help reduce negative feelings? Check all that apply.

A forward look

A canned ending

An expression of good wishes

A review of the bad news

Consider the following scenario and bad-news message, and then answer the questions.

Dmitri is an administrative assistant for a classic car company specializing in Ford Mustangs. The manager of the shop asks him to proofread a message she is going to send to all employees.

Date: May 10

To: All Employees

From: Frances Malik, President, Classic Car Restoration Inc.

Subject: Three Shelby Mustangs

You all have to work overtime next week because we must have the three 1965 Shelby Mustangs ready for one of our best clients.

We have to make sure to use all original engine parts and to add a top-of-the-line clear coat on each car. Additionally, the client included the original radios for each car, so we have to install those, too.

I apologize for any inconvenience, but, unfortunately, I am unwilling to make exceptions to this request.

What critique can Dmitri make of the closing of the letter?

It closes with a forward look.

It positions the bad news effectively.

It offers a negative-sounding apology.

What error should he identify in the body of the letter?

It is too specific.

It fails to include reader benefits.

It uses negative language.