You may use one of two basic strategies when delivering negative news: direct or indirect organization. Your choice of which strategy to use will be determined by the particular situation and the receiver of the message. Understanding which strategy is appropriate in which situation will help improve the reception of your message.

1. When the bad news is unexpected

In case of an unexpected news, the indirect strategy is better because that will create certain distractions from the actual news.

2. Indirect

In this case the actual objective is to convey that the request to replace will not be approved and in order to do that the indirect approach including customer appreciation, rebate on new model, etc. are used.

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