Questions 1-5

1. What are the five main goals in delivering bad news?

- Give the bad news
- Ensure its acceptance
- Maintain reader's goodwill
- Maintain organization's good image
- Reduce future correspondences on the matter

2. What questions should you ask in deciding between the direct and indirect approaches?

- Will the news come as a shock
- Does the reader prefer short messages that get 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 organizations preferred style?

3. What is the sequence of elements in a negative message organized using the indirect approach?

- Open with a Buffer
- Continue with a clear statement of bad news
- Close with a positive note

4. What is a buffer, and why do some critics consider it unethical?

a neutral statement; can be seen as insincere or dishonest

5. When you using the indirect approach to announce a negative decision, what is the purpose presenting your reasons before explaining the decision itself?

establishs common ground