1. The 5 main goals of negative messages are: (1) give the bad news, (2) ensure its acceptance, (3) maintain reader's goodwill, (4) maintain organization's good image, and (5) reduce future correspondence on the matter.
2. The questions to ask when deciding between direct and indirect are: (1) will the bad news come as a shock, (2) does the reader prefer short messages that get right to the point, (3) how important is this news to the reader, (4) do you need to maintain a close working relationship with the reader, (5) do you need to get the reader's attention, and (6) what is the organization's preferred style?
3. The sequence of steps involved in the indirect approach are: (1) opening with a buffer, (2) providing reasons and additional information, (3) continuing with a clear statement of the bad news, and (4) closing on a positive note.
4. A buffer is a neutral statement that establishes common ground with the reader. Some critics consider it unethical if the message is insincere or deceptive.
5. The purpose of using the indirect approach is to ease the blow and help readers accept the bad news.
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