Chapter 7 Study Guide
Delivering Bad-News Messages
IN THIS CHAPTER, YOU WILL FIND:
LEARNING OBJECTIVES
KEY CONCEPTS
KEY TERMS
CHAPTER OUTLINE
POWERPOINT SLIDES
TEACHING SUGGESTIONS
CLASSROOM ACTIVITIES
REVIEW QUESTIONS & SUGGESTED SOLUTIONS
FEATURED ASSIGNMENTS
ADDITIONAL ASSIGNMENTS
CASE ASSIGNMENT
LEARNING OBJECTIVES
1
2
3
4
5
Explain the steps in the inductive outline and understand its use for specific situations.
Discuss strategies for developing the five components of a bad-news message.
Prepare messages refusing requests and claims.
Prepare messages handling problems with customers’ orders and denying credit.
Prepare messages providing constructive criticism, communicating negative organizational
news, and responding to crises.
KEY CONCEPTS
Bad-news messages typically require an inductive strategy. Situations covered include sharing bad
news, refusing a request, denying a claim, refusing an order, denying credit, delivering constructive
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criticism, and communicating negative organizational news. The construction of bad-news messages
involves more delicate human relations issues than good- and neutral-news messages.
KEY TERMS
TERM
Counterproposal
PAGE
114
TERM
Fair Credit Reporting Act
PAGE
122
CHAPTER OUTLINE
7-1
7-2
7-3
7-4
7-5
7-6
7-7
Choosing an Appropriate Channel and Organizational Pattern 109
7-1a
Channel Choice and Commitment to Tact 109
7-1b Use of the Inductive Approach to Build Goodwill 109
7-1c
Exceptions to the Inductive Approach 111
Developing a Bad-News Message 111
7-2a
Writing the Introductory Paragraph 111
7-2b Presenting the Facts, Analysis, and Reasons 112
7-2c
Writing the Bad-News Statement 113
7-2d Offering a Counterproposal or “Silver Lining” Idea 114
7-2e
Closing Positively 115
Refusing a Request 115
Denying a Claim 116
Denying Credit 120
Delivering Constructive Criticism 122
Communicating Negative Organizational News 122
7-7a
Breaking Bad News 124
7-7b Responding to Crisis Situations 126
CHAPTER REIVEW
1. Explain the appropriate channel and outline for a message that conveys bad news. Under
what conditions would a writer be justified in choosing an alternate outline or channel?
The outline for bad-news messages is as follows: (a) begin with the neutral idea that leads to the
reason for the refusal; (b) present the facts, analysis, and reasons for the refusal; (c) state the refusal
using positive tone and de-emphasis techniques; and (d) close with an idea that shifts emphasis away
from the refusal. Using an alternate outline and placing a refusal in the first sentence may be justified
when (a) the message is the second response to a repeated request; (b) a very small, insignificant
matter is involved; (c) a request is obviously ridiculous, unethical, illegal, or dangerous; (d) a
writer’s intent is to “shake” the reader; (e) a writer-reader relationship is so close that satisfactory
human relations can be taken for granted; or (f) the writer wants to demonstrate authority.
When possible, bad news should be conveyed face-to-face because this channel allows for
better feedback and nonverbal cues. However, using a face-to-face communication for bad news also
provides the opportunity for the interaction to become about personalities instead of issues. Bad
news can be conveyed electronically or through snail mail when geographic location prevents face-
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to-face interaction or when the sender is trying to disperse the personal implications for the
interaction.
2. What three functions does the first paragraph of a bad-news message serve? Does “i am
responding to your letter of the 25th” accomplish both of these functions? Explain.
The first paragraph (a) lets the receiver know what the letter is about (without stating the obvious)
and (b) serves as a transition into the discussion of the reasons (without revealing the bad news or
leading the receiver to expect good news). The stated sentence does not accomplish either purpose; it
is an empty acknowledgment.
3. Discuss how a counterproposal and implication can be used to de-emphasize the bad-news
statement to assist a communicator in achieving the human relations goal of business
communication.
A counterproposal is an alternative to the action requested. It is an expression of empathy and
goodwill for the customer that seeks to strengthen and maintain positive, long-term relationships.
4. What objectives should the final paragraph accomplish? Should the closing sentence
apologize for action taken? Should it refer to the statement of refusal to achieve unity?
Explain.
The final paragraph (a) de-emphasizes the unpleasant part of the message, (b) conveys some useful
information that should logically follow bad news, (c) shows that the writer has a positive attitude,
and (d) adds a unifying quality to the message. The closing sentence should not apologize for action
taken. Because valid reasons for the refusal have been provided, an apology is inconsistent. Why
apologize for doing what is right? The apology weakens confidence in the decision. The last
paragraph should bring a unifying quality to the whole message; however, restatement of the refusal
would only serve to emphasize it.
5. In which part of a refusal message would resale and sales promotional material be most
appropriate? Explain.
A refusal may begin with a resale statement about the product. Sales promotional material would be
most appropriate in the final paragraph (or even in a postscript). In earlier paragraphs, it would be
confusing.
6. Discuss the legal implications involved in writing credit refusals.
The Equal Credit Opportunity Act (ECOA) requires that the credit applicant be notified of the credit
decision within 30 calendar days. Applicants who are denied credit must be informed of the reasons
for the refusal and be reminded that the Fair Credit Reporting Act provides them the right to know
the nature of the information in their credit file. The ECOA also prohibits creditors from
discriminating against credit applicants on the basis of race, color, religion, national origin, gender,
and marital status.
7. What elements make criticism “constructive”?
Constructive criticism should (1) present facts, not opinions, (2) provide evidence to support claims
made, (3) use positive language when possible, and (4) provide possible solutions for the problems.
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8. Why is the effective handling of negative information of such importance to a company?
Employees are seeking honest answers from management about critical matters related to the
organization. Morale is fragile, easily damaged, and difficult to repair. Managers who can
communicate negative information in a sensitive, honest, and timely way are successful in calming
employees’ fears and doubts and in building positive employee relations.
9. Saying “no” is not difficult; the challenge is to do so while protecting goodwill. Explain the
rationale and signficance of this statement.
Giving a receiver bad news is generally easy when the sender does not care about the receiver’s
reaction or whether the receiver takes time to consider the reasons and explanations for the negative
response. The difficulty arises when a sender takes the time to consider the receiver’s reaction and to
convey the bad news as gently and positively as possible.
10. Frequent channels for delivering business messages include written, electronic, and faceto-face means. What criteria would you use in selecting the appropriate channel for
delivering bad news?
In selecting a channel for delivering any message, the sender should consider (1) the receiver’s
reaction to the message, (2) the need for the “personal touch,” (3) the need for a written record, and
(4) and the channel for the original message (for example, with customer orders).
STUDY QUESTIONS
Chapter 7—Delivering Bad-News Messages
TRUE/FALSE
1. In some circumstances, sharing bad news via email rather than face-to-face is justified.
ANS: T
PAGE: 109
2. By placing bad news in the first paragraph, receiver support is more likely than when it is presented
after giving reasons.
ANS: F
PAGE: 109
3. Since the main message of a negative-news message is the bad news, more space should be devoted
to the refusal than to the explanations for the refusal.
ANS: F
PAGE: 110
4. In some circumstances, placing a refusal in the first sentence is justified.
ANS: T
PAGE: 110
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5. Usually, a statement of bad news should be followed by a logical explanation.
ANS: F
PAGE: 113
6. Offering a counterproposal may eliminate the need to state the refusal directly.
ANS: T
PAGE: 114
7. Providing an alternative or counterproposal to a refusal for a request should be avoided since it
would only heighten audience frustration over the bad news.
ANS: F
PAGE: 114
8. Using passive voice and complex sentences are effective ways to de-emphasize bad news.
ANS: T
PAGE: 115
9. To minimize disappointment and maintain a positive relationship, the inductive strategy is the best
way to organize messages that refuse requests.
ANS: T
PAGE: 115
10. Because of the legal implications involved in refusing credit, you should avoid telling applicants the
specific reason(s) why you must deny them credit.
ANS: F
PAGE: 120
11. In a credit refusal message, your main purpose is to tactfully say “no” since the recipient is a poor
credit risk and not a potential customer.
ANS: F
PAGE: 120
12. The Fair Credit Reporting Act gives consumers specific rights and protections when they apply for
and are denied credit.
ANS: T
PAGE: 122
13. Communicating constructive criticism about service received can be thought of as an ethical
responsibility.
ANS: T
PAGE: 122
14. Delivering constructive criticism can be beneficial by alerting management that changes need to be
made.
ANS: T
PAGE: 122
15. When communicating negative organizational news, it is advisable to tone down the news to
minimize its severity.
© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
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ANS: F
PAGE: 123
16. Email is typically the most effective channel for communicating negative organizational news.
ANS: F
PAGE: 123
MULTIPLE CHOICE
1. Which of the following is FALSE concerning personal delivery of bad news?
a. Personal delivery of the bad news signals the importance of the news.
b. Personal delivery eliminates any potential escalation of emotion.
c. Personal delivery shows empathy for the recipient.
d. Personal delivery provides the benefits of nonverbal cues.
ANS: B
PAGE: 109
2. If bad news appears in the first sentence of a message, the
a. receiver will be prepared for the reasoning that follows.
b. receiver’s urge to counter argue will be minimized.
c. receiver’s reaction is likely to be defensive.
d. receiver will withhold judgment until he or she has finished reading.
ANS: C
PAGE: 109
3. What is the correct order for the inductive writing sequence?
a. Buffer, reasons, bad news, counterproposal, and desire to continue the relationship
b. Reasons, neutral idea, bad news, and desire to continue the relationship
c. Bad news, reasons, counterproposal, and desire to continue the relationship
d. Buffer, bad news, reasons, counterproposal, and desire to continue the relationship
ANS: A
PAGE: 110
4. Exceptions to the use of inductive approach for bad-news messages include
a. messages addressing a very small, insignificant matter.
b. memos sent within the company.
c. oral presentations.
d. all of the above
ANS: A
PAGE: 111
5. An effective opening for a bad-news message
a. notes the date of the message being answered.
b. expresses gratitude for the time the receiver took to write.
c. provides an immediate answer to the receiver’s request.
d. makes a neutral comment related to the main idea.
ANS: D
PAGE: 112
6. Which of the following are FALSE when writing bad-news messages?
a. The writer should focus on the good rather than the bad.
b. The writer should present the negative ideas in positive terms when possible.
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c. The writer should state what can be done rather than what cannot be done.
d. The writer should state the bad news early and reinforce it throughout the message.
ANS: D
PAGE: 113
7. Which of the following is NOT a technique for writing a bad-news message?
a. Use positive language to accentuate the positive.
b. Use the deductive writing approach.
c. Sandwich the bad news between the buffer and positive closing.
d. Use passive voice, general terms, and abstract nouns.
ANS: B
PAGE: 113
8. A counterproposal
a. is unnecessary if you have stated your refusal tactfully.
b. weakens your refusal by implying that you are not able to enforce your decision.
c. is an alternative to the action requested that helps preserve your future relationship with
the receiver.
d. should precede the refusal.
ANS: C
PAGE: 114
9. An effective counterproposal
a. can eliminate the need to state the refusal directly.
b. may represent a tangible benefit to the reader.
c. may not always be possible.
d. All of the above.
ANS: D
PAGE: 114
10. Which of the following is the BEST negative reply to a request for a favor?
a. Thank you for asking me to speak at your meeting, but I will not be able to attend.
b. Because I have a previous engagement in Phoenix, I cannot demonstrate my machine at
your conference.
c. Although I have multiple obligations for the date you suggested, I fully support your effort
to raise funds for the homeless.
d. I find my schedule is as impossible as ever; I must be doing something wrong with my
priorities.
ANS: C
PAGE: 114
11. Which of the following is NOT recommended within the final sentence of a bad-news message?
a. Tactful restatement of the refusal
b. Sales promotional material
c. Some future aspect of the business relationship
d. An expression of willingness to assist in some other way
ANS: A
PAGE: 115
12. Which of the following would be the BEST closing sentence in a bad-news message?
a. We understand your disappointment in this decision.
b. Please do not hesitate to contact us again if you have any further questions.
c. To see the video that discusses our two newest investment offers, just phone us at 555© 2014 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.
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1616 to request your copy.
d. We trust you will continue to rely on Carson products in spite of this present difficult
situation.
ANS: C
PAGE: 115
13. Which of the following is the BEST suggestion to follow when refusing a request?
a. Use the inductive approach.
b. Provide a vague reason to minimize the receiver’s disappointment.
c. Use the direct approach.
d. Follow the bad news with adequate reasons.
ANS: A
PAGE: 115
14. Messages denying credit are different from other types of bad-news messages in that they
a. are subject to more legal issues.
b. do not need to maintain the goodwill of the recipient.
c. do not have to include reasons for refusal.
d. use the deductive pattern of organization.
ANS: A
PAGE: 122
15. To avoid litigation, some credit-granting companies
a. choose not to respond to customer requests for credit.
b. choose to omit from their letters the explanation for credit denial.
c. make the name and address of the credit bureau inaccessible to the consumer.
d. refuse credit by phone rather than in writing.
ANS: B
PAGE: 122
16. When writing a message offering constructive criticism, one’s primary consideration should be
a. identifying who made the error.
b. offering input that could benefit many.
c. getting even for the mistake that was made.
d. none of the above.
ANS: B
PAGE: 122
17. Although communicating negative organizational news can be challenging, such messages can have
a positive effect in
a. showing management’s display of respect for employees.
b. providing an opportunity for management to build unity and trust.
c. allowing employees to pose questions to management.
d. All of the above.
ANS: D
PAGE: 122
18. Which of the following is NOT an effective strategy for companies that want to provide strong
internal communication?
a. Promote open exchange of honest, candid communication.
b. Use a variety of communication channels to encourage two-way communication.
c. Limit the questions employees may ask management.
d. Keep employees informed of both good and bad news.
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ANS: C
PAGE: 123
19. Which of the following is FALSE concerning the communication of negative news within an
organization?
a. Employee morale, like customer goodwill, is fragile and easily damaged.
b. Sensitive handling of bad news related to the organization can help build unity and trust.
c. Delivering bad news as soon as possible minimizes damage resulting from rumors and
shows respect for employees.
d. The most effective approach is to use one strong communication method for
communicating with employees.
ANS: D
PAGE: 125
SHORT ANSWER
1. List and explain three stylistic aspects of writing a bad-news statement.
ANS:
Emphasize the positive and de-emphasize the negative. Use the inductive

approach for bad news messages; subordinate the negative aspect of the
message and emphasize the positive aspect.
Use positive language to accentuate the positive and de-emphasize the negative.

Carefully select words that do not offend or blame to make the tone of the
message more positive.
Imply the refusal when the receiver can understand the message without a

definite statement of the bad news. Rather than stating a blunt refusal, use
words that imply the refusal as long as the message of the refusal remains clear
to the recipient.
PAGE: 114
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