When having to convey negative information in a routine message, ...

[evelyn o bentley]

When having to convey negative information in a routine message, what should the writer do?
 
  A) Stress only the most positive information
  B) Refer to the negative information in general and nonspecific terms
  C) Put the negative information in as positive terms as possible
  D) Avoid explaining the negative information
  E) Use an indirect approach

Question 2

How should routine replies and positive replies close?
 
  A) With a sincere apology for the trouble caused
  B) With an expression of appreciation or goodwill
  C) With a detailed explanation of the request
  D) With a mention of the consequences of non-compliance
  E) With information about the negative aspects of the request, if any

[aham8f]

Answer to Question 1

Answer: C
Explanation: C) If the routine message is mixed and must convey mildly disappointing information, put the negative portion of your message into as favorable a context as possible. Emphasize how the audience can benefit from the change. However, if the negative news is likely to be a shock or particularly unpleasant for the reader, you'll want to use the indirect approach.

Answer to Question 2

Answer: B
Explanation: B) Your message is more likely to succeed if it leaves your readers with the feeling that you have their best interests in mind. You can accomplish this by highlighting a benefit to the audience or by expressing appreciation or goodwill.

[evelyn o bentley]

Excellent

[scottmt]

Wow, this really help