Test Your Knowledge pg 188

1. What are the five main goals in delivering bad news?
ANSWER: convey the bad news, gain acceptance for it, maintain as much goodwill as possible with your audience, maintain a good image for your organization, reduce/eliminate the need for future correspondence on the matter.

2. What questions should you ask yourself when choosing between the direct and indirect approaches?
ANSWER: Will the bad news come as shock? Does the reader prefer short messages that get right to the point? How important is this 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?
ANSWER: open with a buffer, provide reasons and additional information, continue with a clear statement of bad news, close on a positive note.

4. What is a buffer and why do some critics consider it unethical?
ANSWER:A buffer establishes common ground with the reader. They find them unethical only if they are insincere or deceptive.

5. When using the indirect approach to announce a negative decision, what is the purpose of presenting your reasons before explaining the decision itself?
ANSWER: By providing your reasons before explaining the decision itself, you help maintain focus on the issues at hand and defuse the emotions that always accompany bad news. IT helps readers follow your train of thought.