When making negative announcements about routine business matters,
A) the direct approach is generally best.
B) the indirect approach is best in most cases.
C) it is best to combine the direct and indirect approaches.
D) there is no need to close on a positive note.
E) using a buffer is not acceptable.
Answer: B
Explanation: B) Although such announcements happen in the normal course of business, they are generally unexpected. Accordingly, except in the case of minor changes, the indirect approach is usually the better choice. You should never combine the direct and indirect approaches in a negative letter. You should always close on a positive note and use a buffer in a negative letter with the indirect approach.
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