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1) When bad-news messages are well-developed, they can maintain professional

relationships and build goodwill. Which of these guidelines should you follow to write an effective bad-news message? Check all that apply.


A. Use an adequate number of supporting details.
B. State the principal idea in the first sentence.
C. Be sure to present the explanations and reasons in a logical sequence.
D. Structure the message to meet legal and ethical requirements.


2) Remember that bad-news statements are most effective when they are appropriately placed within the message, make use of passive voice and positive language, and imply the refusal. Which of these is the most effective bad-news statement?


A. Even though we appreciate your efforts, your proposal was not worthy of acceptance.
B. While your proposal was not selected, we encourage you to resubmit next month.
C. We will be happy to consider other proposals that address this topic.


Read the scenario about delivering bad news, and then answer the corresponding question.


Dianne has prepared a message delivering constructive criticism about a recent spa visit. Her message clearly introduces the subject without immediately revealing the unpleasant news. She states the facts objectively without opinion and delivers constructive criticism. In closing, Dianne's message refocuses on how unpleasant her experience was.


3) What advice would you give Dianne as she revises the closing for her message? Check all that apply.


A. Include the sentence "Hopefully, my position is perfectly clear, and you understand where I'm coming from."
B. Include a positive, forward-looking idea: "I look forward to many more visits to your spa."
C. Refer to a pleasant aspect of the topic: "However, I'll be back soon to purchase more pomegranate facial scrub."

Answer & Explanation
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