Answer to Question 1
Answer: To help decide which approach to take in a particular situation, ask yourself the following questions: Do you need to get the reader's attention immediately? If the situation is an emergency, or if someone has ignored repeated messages, the direct approach can help you get attention quickly. Does the recipient prefer a direct style of communication? Some recipients prefer the direct approach no matter what, so if you know this, go with direct. How important is this news to the reader? For minor or routine scenarios, the direct approach is nearly always best. However, if the reader has an emotional investment in the situation or the consequences to the reader are considerable, the indirect approach is often better, particularly if the bad news is unexpected. Will the bad news come as a shock? The direct approach is fine for many business situations in which people understand the possibility of receiving bad news. However, if the bad news might come as a shock to readers, use the indirect approach to help them prepare for it.
Answer to Question 2
Answer: TRUE
Explanation: Produce clean, professional documents and proofread carefully to eliminate mistakes. Finally, be sure to deliver messages promptly; withholding or delaying bad news can be unethical, even illegal.
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