Bad-news messages can be organized using the direct or indirect strategy. Identify one situation when each strategy would be appropriate and identify the organizational pattern for each strategy
?Students should identify one of the following appropriate situations for each strategy and the organizational pattern for each strategy.
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Direct Strategy:
1. Appropriate if bad news a) is not damaging, b) may be overlooked, c) is preferred by the recipient, and d) requires firmness
2. Organizational pattern: bad news, reasons, pleasant close
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Indirect Strategy:
1. Appropriate if bad news a) is personally upsetting, b) may provoke a hostile reaction, c) could threaten the customer relationship, and d) is unexpected
2. Organizational pattern: buffer, reasons, bad news, pleasant close
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