Please select one of the following exercises from the Chapter 9 Textbook Activities -

from the textbook (Business Communication, Guffey):

9.14 Claim Denial: Expensive Eyeglasses Lost on Plane

9.17 Bad News to Customers: Pick a Price Hike

9.18 Disappointed Customers: J.Crew Goofs on Cashmere Turtleneck

9.21 Bad News to Employees: Saying Goodbye to Gourmet Meals and Perks

Please complete your answer in email form and include a subject line. Disregard any instructions about mailing addresses.

Chapter 9: Bad News

Goals in Communicating Bad News

• To make the receiver understand and accept the bad news
• To promote and maintain a good image of yourself and your organization
• To make the message so clear that additional correspondence is unnecessary
• To avoid creating legal liability

The Indirect Pattern

• BUFFER - a neutral or positive opening that does not reveal the bad news
• REASONS - an explanation of the causes for the bad news
• BAD NEWS - a clear but understated announcement of the bad news that may include an alternative or compromise
• CLOSING - a personalizing, forward-looking, pleasant statement

Please do 9.14: Claim Denial: Expensive Eyeglasses Lost on Plane