Writing Bad-News Messages Prentice Hall, 2005 Excellence in Business Communication

The Three-Step Process Planning Writing Completing Prentice Hall, 2005 Excellence in Business Communication

Strategies for Bad-News Messages Convey the message Gain acceptance Maintain goodwill Promote a good corporate image Minimize future correspondence Prentice Hall, 2005 Excellence in Business Communication

Audience-Centered Tone The “You” attitude Positive wording Respectful language Prentice Hall, 2005 Excellence in Business Communication

What is the “YOU” Attitude? What’s in it for me (the reader)? YOU Attitude: Focuses on Reader Emphasizes what the receiver wants to know How reader will be affected by message Requires empathy (put yourself in their shoes) NOT: I am shipping your order this afternoon. BUT: Your order will arrive Friday. Prentice Hall, 2005 Excellence in Business Communication

“YOU” Attitude: Reader Benefits Emphasizing how the reader will benefit from doing as you ask Especially when asking for a favor or refusing a request Show them how they will benefit NOT: We cannot afford to purchase an ad in your organization's directory. BUT: Advertising exclusively through radio ads allows us to offer consumers like you the lowest prices on their cosmetics. Therefore, . . . Prentice Hall, 2005 Excellence in Business Communication

Excellence in Business Communication The “You” Attitude Instead of this: To help us process this order, we must ask for another copy of the requisition. Use this: So that your order can be filled promptly, please send another copy of the requisition. Prentice Hall, 2005 Excellence in Business Communication

Excellence in Business Communication The “You” Attitude Instead of this: You should never use that type of paper in the copy machine. Use this: That type of paper doesn’t work very well in the copy machine. Prentice Hall, 2005 Excellence in Business Communication

Excellence in Business Communication Not: We are opening the new fitness center on May 1. But: You may begin working out in the new fitness center on May 1. NOT: We cannot afford to purchase an ad in your organization's directory. BUT: Advertising exclusively through radio ads allows us to offer consumers like you the lowest prices on their cosmetics. Therefore Prentice Hall, 2005 Excellence in Business Communication

Emphasize the Positive Instead of this: It is impossible to repair your vacuum cleaner today. Use this: Your vacuum cleaner will be ready by Tuesday. Prentice Hall, 2005 Excellence in Business Communication

Emphasize the Positive Instead of this: Cheap merchandise Toilet paper Used cars High-calorie foods Elderly person Pimples and zits Use this: Bargain prices Bathroom tissue Resale cars High-energy food Senior citizen Complexion problems Prentice Hall, 2005 Excellence in Business Communication

Avoid Negative Expressions Writers are sometimes unaware of the hidden messages that they send: You overlooked…you are careless You state that…but I don’t believe you You failed to…you are careless You claim that…it’s probably untrue I am right…you do not understand Your delay…you are at fault Prentice Hall, 2005 Excellence in Business Communication

Excellence in Business Communication The Direct Approach State the bad news Support the message Close on a positive note Prentice Hall, 2005 Excellence in Business Communication

Stressing Reader Benefits Our 40 years of experience enables us to repair your sewing machine promptly and efficiently. Your generous donation would help feed more hungry people in our community. You can avoid the additional expense of a 2% late charge by paying your bill on time. You can obtain a refund any time between 9 a.m. and 5 p.m. Prentice Hall, 2005 Excellence in Business Communication

Excellence in Business Communication The Indirect Approach Begin with a buffer Follow with reasons State the bad news Close in a positive way Prentice Hall, 2005 Excellence in Business Communication

Possible Buffers for Opening Bad-News Messages Appreciation Agreement Facts Understanding Prentice Hall, 2005 Excellence in Business Communication

Excellence in Business Communication Begin With a Buffer Things to do Show appreciation Pay attention Compliment reader Be empathetic Show sincerity Things to avoid Saying “no” A know-it-all tone Wordy phrases Apologies Lengthy buffers Prentice Hall, 2005 Excellence in Business Communication

Evaluating Buffer Statements How effective is the following opening for a letter that refuses to grant credit? Unfortunately, your application for credit has been reviewed negatively. (Reveals the bad news bluntly and twice.) Prentice Hall, 2005 Excellence in Business Communication

Evaluating Buffer Statements How effective is the following opening for a letter that refuses to grant credit? We are delighted to receive your application for credit. (Gives the wrong impression.) Prentice Hall, 2005 Excellence in Business Communication

Evaluating Buffer Statements How effective is the following opening for a letter that refuses to grant credit? The recent resurgence of interest in the stock market caught many of us by surprise. (Is not relevant.) Prentice Hall, 2005 Excellence in Business Communication

Evaluating Buffer Statements How effective is the following opening for a letter that refuses a request for a donation? Your request for a monetary contribution has been referred to me for reply. (Fails to engage the reader.) Prentice Hall, 2005 Excellence in Business Communication

Evaluating Buffer Statements How effective is the following opening for a letter that refuses a request for a donation? 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 the reader but doesn’t imply approval.) Prentice Hall, 2005 Excellence in Business Communication

Excellence in Business Communication State the Bad News De-emphasize the bad news Use a conditional statement Focus on the positive Avoid blunt language Prentice Hall, 2005 Excellence in Business Communication

Excellence in Business Communication Follow With Reasons Cover positive points Provide relevant details Highlight benefits Minimize company policy Avoid apologizing Prentice Hall, 2005 Excellence in Business Communication

Excellence in Business Communication Close With Confidence Be sincere Stay positive Limit future correspondence Be confident and optimistic Prentice Hall, 2005 Excellence in Business Communication

Excellence in Business Communication Cultural Differences Proper tone Message organization Cultural conventions Prentice Hall, 2005 Excellence in Business Communication

Types of Bad-News Messages Routine requests Organizational news Employment information Prentice Hall, 2005 Excellence in Business Communication

Excellence in Business Communication Routine Requests Business information Invitations and favors Prentice Hall, 2005 Excellence in Business Communication

Claims and Adjustments Things to employ Courtesy and tact Indirect approach Positive attitude Understanding and respect Things to avoid Accepting blame Accusations Defamation Negative language Prentice Hall, 2005 Excellence in Business Communication

Excellence in Business Communication Organizational News Bad news about products Bad news about company operations Prentice Hall, 2005 Excellence in Business Communication

Recommendation Letters Requested by businesses Be direct State facts Requested by individuals Practice diplomacy Consider feelings Prentice Hall, 2005 Excellence in Business Communication

Employment Applications Use the direct approach State reasons clearly Suggest alternatives Prentice Hall, 2005 Excellence in Business Communication

Excellence in Business Communication Performance Reviews Provide feedback Review the job description Set an action plan Prentice Hall, 2005 Excellence in Business Communication

Negative Performance Reviews Confront the problem Plan the message Respect privacy Focus on the problem Obtain commitment Prentice Hall, 2005 Excellence in Business Communication

Excellence in Business Communication Termination Letters Express the decision Give specific justification Minimize negative feelings Prentice Hall, 2005 Excellence in Business Communication