71) A negative approach using the direct approach opens with a buffer, then builds up the
reasons behind the bad news before presenting the bad news itself.
72) Bad news messages should be delivered promptly, without delay.
73) While writing negative messages using the direct approach, it is essential to provide
additional explanation when the reasons for the news are confidential and excessively
complicated.
74) A negative message written using the direct approach should close on an apologetic note to
address the reader’s sentiments.
75) The indirect approach is used to delay bad news, obscure it, or limit the writer’s
responsibility.
76) An effective buffer is a neutral, noncontroversial statement, unrelated to the main purpose of
the message.
77) When using the indirect approach in organizing your negative news message, the reasons for
the bad news should precede the actual statement of the bad news.
78) When using the indirect approach in organizing your negative news message, make sure you
don’t overemphasize the bad news.
79) When you need to reject a proposal you solicited, you owe the sender an explanation. In such
cases, the indirect approach is better than the direct approach because the news will be
unexpected.
80) The indirect approach works best for the most routine negative responses because it is
simpler and more efficient.
81) When refusing claims and requests for adjustments, the message should close on a respectful
and action-oriented note.
82) To successfully sue for defamation, the aggrieved party must prove that the statement has
been communicated to others.
83) When sending refusals to companies who have requested information about past employees
as part of a recruitment process, a brief and direct “We cannot comply with your request.” will be
most effective as an opening statement.
84) When rejecting job applications, you should avoid explaining why an applicant was rejected
or why other applicants were chosen instead.
85) To avoid negative surprises in performance reviews, managers should meet with employees
to agree on clear goals for the upcoming year and then provide regular feedback and coaching as
needed throughout the year if an employee’s performance falls below expectations.
86) Termination messages should always be written with input from the company’s legal staff.
87) When developing negative organizational news, the affected group should be given as less
time as possible to respond to avoid legal complications.
88) When communicating negative organizational news, multiple media should be used to reach
out to affected audiences.
89) Companies that have active, mutually beneficial relationships with customers and other
interested parties are more likely to be attacked unfairly online and less likely to survive such
attacks if they do occur.
90) In order to respond effectively to negative information in a social media environment,
companies should make it a point to respond to each and every rumor and negative message.
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91) Describe the direct and indirect approaches to organizing negative news messages. Chandler,
the Operations Manager at your company, wishes to communicate to a vendor that the company
will not be renewing his contract because it is not happy with his services. Since you handle all
external corporate communications, Chandler requests you to draft a message conveying the
news to the vendor. What additional information would you need from Chandler to decide if you
should use the direct or the indirect approach in organizing your message?
92) Henry, a manager at a large hotel and convention center, has drafted the following message
to inform a customer that the ballroom that he wanted to rent for a company party is not available
for the dates he had requested, but that larger ballrooms are available.
We regret to inform you that Ballroom A, which you had requested for an office party on 6 June,
2011, is not available. However, other ballrooms are available, except that they are much larger.
Please contact me at 456-123-7891 for more information or to make a booking.
Using the general guidelines for writing negative messages, rewrite this message so that it is
more effective in taking the sting out of the bad news, ensuring its acceptance, and in
maintaining goodwill.
93) Should you apologize when delivering bad news? Point out two types of negative messages
where an apology should be considered and two types of negative messages where an apology
need not be offered. What, would you say, is the rationale behind choosing either course of
action in these examples?
94) In the context of using the indirect approach to negative messages, what is a buffer? Is it
ethical to use a buffer in a negative message? What constitutes a poorly written buffer and a
good buffer? Explain with examples.
95) What are the guidelines for handling bad news about transactions?
96) What are the points to keep in mind when developing rejection letters for job applicants?
97) What are the guidelines for writing employment termination messages?
98) Why should termination messages be written using the direct or the indirect approach?
Justify your answer.
99) When developing messages conveying negative organizational news, ensure to match your
approach to the situation. As a public relations executive at a multinational food company, what
approach would you use when sending a message communicating to the public a recall of a batch
of canned food that is found to have been contaminated with e-coli virus? Would you use the
same approach to inform the public that you are discontinuing a certain line of cereals due to low
demand? Why/why not?
100) What are the four steps an organization must take to respond effectively to rumors and
negative information in a social media environment?