Question

Most effective bad-news messages contain a variety of components. Indirect bad-news messages contain the following components in this order: greeting, buffer, rationale for the bad news, the bad news, an expression of concern, an explanation of impacts on the bad-news recipients, possible solutions and a focus on the future, an expression of goodwill, and a closing. Assume that you manufacture and sell exercise equipment. A customer recently purchased an elliptical from you. He sent a message requesting the replacement of a broken pedal. The parts warranty is for three months. The customer’s message was sent to you four months after the purchase, so the warranty is no longer in effect. You will write a message to him denying his claim. Group each statement by the components of a bad news message that they represent. Move each label to the correct drop zone box. The notes button next to a label provides more information. Labels: 1. We have carefully 2. Dear Pablo 3. Four months 4. Thank you
Labels: 5. We look forward 6. Best wishes 7. We know it’s inconvenient 8. You have two options

Answer 1

Here’s how the eight labels map to the components of an indirect bad‑news message:

- Greeting: 2. Dear Pablo
- Buffer: 4. Thank you
- Rationale for the bad news: 1. We have carefully
- The bad news: 3. Four months
- Expression of concern: 7. We know it’s inconvenient
- Explanation of impacts on the bad‑news recipients: (no label fits this component)
- Possible solutions and a focus on the future: 8. You have two options
- Expression of goodwill: 5. We look forward
- Closing: 6. Best wishes

Notes: “We have carefully” serves as the rationale lead (“We have carefully reviewed your claim…”). “Four months” conveys the warranty/time reason that constitutes the bad news (warranty expired). “You have two options” gives solutions/focus forward; “We look forward” expresses goodwill toward future interactions; “Best wishes” functions as the closing. The exercise set did not include a separate phrase that explicitly explains how the denial will affect the customer, so the “explanation of impacts” box remains empty.