ENG 412

1. ENG 412 Writing Negative Messages

2. Negative Messages Which organization pattern is better for delivering bad news? DIRECT INDIRECT • Refuse routine requests and claims • Break bad news to customers • Break bad news to employees

3. The direct strategyis appropriate fordelivering bad newsin some situations. Reasons Bad News Closing

4. Reasons Bad News Closing When . . . • The receiver may overlook the bad news. • Organization policy suggests directness. • The receiver prefers directness. • Firmness is necessary. • The bad news is not damaging. • The receiver’s goodwill is not an issue.

5. Goals in Communicating Bad News • Acceptance—try to help receiver understand and accept the bad news. • Positiveimage—promote good image of yourself and your organization. • Messageclarity—make the message clear • Goodwill—maintain goodwill • Minimize—aim to try to reduce future correspondence on the issue to a minimum

6. The indirect strategyallows you to prepare the reader before delivering the bad news, thus softening the impact of the bad news. Buffer Reasons Bad News Closing

7. Possible Buffers for OpeningBad-News Messages • Facts • Understanding • Apology Buffer Reasons Bad News Closing • Best news • Compliment • Appreciation • Agreement

8. Evaluating Buffer Statements • How effective is the following opening for a letter that refuses credit? • Unfortunately, your application for credit has been reviewed negatively. (Gives the bad news too directly)

9. Evaluating Buffer Statements • How effective is the following opening for a letter that refuses credit? • We are delighted to receive your application for credit. (Gives the wrong impression)

10. Evaluating Buffer Statements • How effective is the following opening for a letter that refuses credit? • The recent fall in the value of the American dollar was a surprise to many banking experts. (Irrelevant)

11. Evaluating Buffer Statements • How effective is the following opening for a letter that refuses a request for a donation? • Your request for a financial contribution has been referred to me for reply. (Too impersonal)

12. Evaluating Buffer Statements • How effective is the following opening for a letter that refuses a request for a donation? • We appreciate the fine work that your organization is doing to meet the needs of parents and very young children. (Compliments the reader, but does not suggest approval)

13. Presenting the Reasons • Be cautious in explaining. • Cite reader benefits, if possible. • Explain company policy, if relevant. • Choose positive words. • Show that the matter was treated seriously and fairly. Buffer Reasons Bad News Closing

14. To reveal the bad news with sensitivity, learn these Seven Techniques for Deemphasizing Bad News. Buffer Reasons Bad News Closing

15. 0 Mary Ellen Guffey, Essentials of Business Communication, 7e Chapter 1, Slide 15

16. Avoid the spotlight.Put the bad news in the middle of a paragraph halfway through the message. • Place the bad news in a subordinate clause. Although we have no position for an individual with your qualifications at this time, we are pleased that you thought of us when you started your job search. • Use a long sentence.Don’t put the bad news in a short, simple sentence.

17. Be clear but not too specific. Try this Our investigation reveals that your employment status and your financial position are unstable at this time.

18. Imply the refusal. Try this Although all our profits must be reinvested in our company this year, we hope to be able to support your future fund-raising activities.

19. Instead of this We cannot make a contribution at this time. Try this A contribution cannot be made at this time. • Suggest an alternative. Although the cashmere sweater cannot be sold at the wrongly listed price of $18, we can allow you to purchase this $218 item for only $118. • Use the passive voice.

20. Passive-voice verbs focus attention on actions rather than on personalities. They are useful in being tactful. Active voice I cannot allow you to return the DVD player because . . . . Passive voice Return of the DVD player is not allowed because . . . . Ryan checked the report, but he missed the error. The report was checked, but the error was missed.

21. Closing Bad-News Messages Avoid endings that sound impersonal. Try to use Buffer Reasons Bad News Closing • Freebies • Resale or sales promotion • A forward look • Information about alternative • Good wishes

23. Writing Plan for Refusing Requests or Claims • Start with a neutral statement on which both reader and writer can agree, such as a compliment, an expression of appreciation, a quick review of the facts, or an apology. • Try to include a key idea or word that acts as a transition to the explanation. Buffer Reasons Bad News Closing

24. Writing Plan for Refusing Requests or Claims • Present valid reasons for the refusal, avoiding words that create a negative tone. • Include resale or sales promotion, if appropriate. Buffer Reasons Bad News Closing

25. Writing Plan for Refusing Requests or Claims • Make the bad news more acceptable by positioning it strategically, using the passive voice, stressing the positive, or implying a refusal. • Suggest a compromise or substitute, if possible. Buffer Reasons Bad News Closing

26. Writing Plan for Refusing Requests or Claims • Renew good feelings with a positive statement. • Look forward to continued business. • Avoid referring to the bad news. Buffer Reasons Bad News Closing

27. Model Refusal Letters Click icon to view letter illustrating refusal of a donation request. Click icon to view memo refusing an internal request before revision. Click icon to view revised memo.

28. Breaking Bad News to Customers

29. Controlling Damage With Disappointed Customers • Call the individual involved. • Describe the problem and apologize. • Explain • Why the problem occurred. • What you are doing to resolve it. • How you will prevent the problem from happening again. • Look forward to positive future relations

30. Denying Claims • Don’t blame customers, even if they are at fault. • Avoid you statements. • Use neutral, objective language to explain why the claim must be refused. • Consider offering resale information to rebuild the customer’s confidence in your products or organization. Click icon to view model letter.

32. Writing Plan for Breaking Bad News to Employees • Open with a neutral or positive statement that transitions to the reasons for the bad news. • Consider mentioning the best news, a compliment, appreciation, agreement, or solid facts. • Show understanding. Buffer Reasons Bad News Closing

33. Buffer Reasons Bad News Closing • Explain the logic behind the bad news. • Provide a rational explanation using positive words and displaying empathy. • Try to show reader benefits, if possible. Buffer Reasons Bad News Closing • Position the bad news so that it does not stand out. • Be positive without exaggerating. • Use objective language.

34. Buffer Reasons Bad News Closing • Provide information about an alternative, if one exists. • If appropriate, describe what will happen next. • Look forward positively. Click icon to view before-revision letter announcing bad news to employees. Click icon to view after-revision letter.