SQ2 What are effective strategies for composing bad-news messages?
The analyzing questions in Figure 6.2 will help you develop what to say in a bad-news message. The composing questions in this section will help you focus on how to say it. Should you begin with the bad news or build up to it? How should you phrase the bad news? What is the best way to soften its impact? And how can you close the message on a positive note to maintain goodwill?
Decide where to state the bad news
Although most routine messages benefit from a direct organization, the decision of where to introduce unwelcome news is more complex and depends on the context.17 In bad-news ...
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