Upon completing this chapter, you will be able to write indirect responses to convey bad news. To reach this goal, you should be able to:

1. Determine which situations require using the indirect order for the most effective response.
2. Write indirect-order messages following the general plan.
3. Use tact and courtesy in refusals of requests.
4. Compose tactful, yet clear, claim messages using an indirect approach.
5. Write adjustment refusals that minimize the negative and overcome bad impressions.
6. Write negative announcements that maintain goodwill.