In which situation would it be most appropriate to use the indirect strategy to communicate bad news?
A)You are informing a customer that her monthly subscription will increase by $1.50 per month.
B)You are informing a customer of a small policy change.
C)You are informing an applicant that his job application will not be considered.
D)You are informing a customer that her account payment is overdue.

Question

Quizplus · Accepted Answer

The indirect strategy is best used when delivering negative news that may be unexpected or unwelcome. In this scenario, the applicant will likely be disappointed to hear that their application will not be considered, so using the indirect strategy can soften the blow and help them better understand the reasoning behind the decision. Choices A, B, and D involve conveying relatively minor or expected information, so the direct strategy would likely be more appropriate in those situations.

In Which Situation Would It Be Most Appropriate to Use