Chapter 7 Negative Messages

Resolving Business Problems 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 Follow up with a letter that Documents details discussed in the phone call. Promotes goodwill.

The Indirect Strategy Buffer Reasons Bad News Closing

Possible Buffers for Opening Bad-News Messages Best news Appreciation Agreement Facts Understanding Apology

Evaluating Buffer Statements How effective are the following openings for a letter? 1. Unfortunately, your application for credit has been reviewed negatively. (Reveals bad news bluntly) 2. We are delighted to receive your application for credit. (Gives wrong impression) 3. The recent resurgence of interest in the stock market caught many of us by surprise. (Is not relevant)

Evaluating Buffer Statements How effective are the following openings for a letter that refuses a request for a donation? 1. Your request for a monetary contribution has been referred to me for reply. (Fails to engage reader) 2. We appreciate the fine work your organization is doing to provide early childhood programs that meet the needs of parents and very young children. (Compliments reader but doesn’t imply approval)

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

Techniques for Deemphasizing Bad News Avoid the spotlight by placing the bad news in the middle of a paragraph halfway through the message. Use a long sentence 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 the passive voice A contribution cannot be made at this time.

Techniques for Deemphasizing Bad News Be clear Credit cannot be given for returned items. Imply the refusal Our lawn mowers are only sold through dealers such as HomeCo, Inc. Suggest an alternative Rona sells a wide variety of lawn mowers. Use passive voice verbs Patients will be examined when their health care number is verified.

Using the Passive Voice Examples of “helper” verbs forming passive voice: The report was checked. The schedule is being revised. Invitations were sent. Convert the following statement from active to passive voice. I am unable to make a cash contribution this year because of unusually high taxes. A cash contribution cannot be made this year because of unusually high taxes.

Try Your Skill Convert the following statement from active to passive voice. We cannot process your application this month. Your application cannot be processed this month. I have examined your employment record and found that you have little cost accounting experience. Examination of your employment record has revealed that you have little cost accounting experience. Mark made a programming error that delayed our project. A programming error was made that delayed our project.

Closing Bad-News Messages Avoid endings that sound canned, insincere, inappropriate, or self-serving. Try to personalize the closing with: A forward look. An alternative to the refusal. Good wishes. Freebies. Resale or sales promotion.

Writing Plan for Refusing Requests or Claims Buffer 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. Transition Try to include a key idea or word that acts as a transition to the explanation.

Writing Plan for Refusing Requests or Claims Reasons Present valid reasons for the refusal, avoiding words that create a negative tone. Include resale or sales promotion, if appropriate. Bad News Soften the blow by positioning the bad news strategically, using the passive voice, accentuating the positive, or implying a refusal.

Writing Plan for Refusing Requests or Claims Alternative Suggest a compromise or substitute, if possible. Closing Renew good feelings with a positive statement. Look forward to continued business. Avoid referring to the bad news.

Writing Plan for Announcing Bad News to Customers and Employees Buffer Open with a compliment, appreciation, facts, or some form of good news. Transition Include a key idea that leads from the opening to the reasons.

Writing Plan for Announcing Bad News to Customers and Employees Reasons Explain the logic behind the bad news. Use positive words. Try to show reader benefits, if possible. Bad News Position the bad news so that it does not stand out. Consider implying the bad news.

Writing Plan for Announcing Bad News to Customers and Employees Alternative Suggest a compromise or substitute, if possible. Closing Look forward positively. Provide information about an alternative, if appropriate.