Test Your Knowledge Questions

1. What are 5 main goals when delivering bad news?
1. Give the bad news
2. Ensure acceptance
3. Maintain Reader's goodwill
4. Maintain organization's good image
5. Reduce future correspondence on the matter

2. What questions should you ask when choosing between the indirect and direct approach?-Will the bad news come as a shock?
-Does the reader prefer short messages that get right to the point?
-How important is the news to the reader?
-Do you need to maintain a close working relationship with the reader?
-Do you need to get the reader's attention?
-What is your organization's preferred style?

3. What is the sequence of elements in a negative message organized using the indirect approach?
Buffer -> Reasons -> Bad News -> Positive Close


4. What is a buffer and why do some critics consider it unethical?
A buffer is a neutral, non-controversial statement that establishes common ground with the reader. Some critics feel a buffer misleads the reader.


5. When using the indirect approach when announcing a negative decision, what is the purpose of presenting your reasons before explaining the decision itself?

It helps ensure acceptance and get the people on your side before they hear the decision. If the explanation is made first then they will understand the decision better. If the reasons are delivered after the bad news is presented, the reasons will not be paid as much attention to because there will be much emotion in the way of logic.