1. Chapter 7 Writing Bad-News Messages
Business Communication, Anniversary Edition Lehman and DuFrene 2002 South-Western/Thomson Learning

2. Inductive Outline: When the Reader Will Be Displeased
Chapter 7
Inductive Outline: When the Reader Will Be Displeased
Present a neutral idea that leads to the reasons for refusal
Present facts, analysis, and reasons for refusal
State the refusal positively; imply refusal if possible
Close with an idea that shifts emphasis away from the refusal and indicates a continuing relationship with reader
Business Communication, Anniversary Edition Lehman and DuFrene 2002 South-Western/Thomson Learning

3. Techniques for De-emphasizing Negative Ideas
Chapter 7
Techniques for De-emphasizing Negative Ideas
Use an inductive outline that positions bad news between a logical explanation and a goodwill closing
Use positive language that accents the good
Imply the bad news if possible
Offer a counterproposal that shows a desire to help
Use stylistic techniques: complex sentence, general terms, abstract nouns, subjunctive mood, and passive voice
Business Communication, Anniversary Edition Lehman and DuFrene 2002 South-Western/Thomson Learning

4. Techniques for First Paragraph
Chapter 7
Techniques for First Paragraph
Begin with a buffer - something about which both sides can agree
Avoid empty acknowledgments of the obvious
Avoid tipping off the bad news too early
Avoid starting too positive so as to build false hopes
Patton Industries 1230 Industrial Road Naperville, IL
Makers of Quality Products Since 1903
March 18, 1999
Mr. Robert Duncan
Neeley Foundation
9835 Franklin Building
Cambridge, MA
Dear Bob
You are to be commended for your commitment to create an endowment for the Kirkland Homeless Shelter. This much-needed project will aid the hundreds of homeless and increase the community's awareness of the needs of this sector of our population.
Amy Murray in our senior executive corps directed a similar short-term project, Homes for Humanity. She organized the campaign, solicited area coordinators, and managed publicity. If you can benefit from her services, call her at , extension 791.
Sincerely
Angela
Angela Larche
Director
Although our current personnel shortage prevents us from lending you an executive, we do want to support your worthy project.
The success of this project depends on a good project director. The organizational, leadership, and public relations activities you described demand an individual with upper-level managerial experience. During the last year, Nemitz has decentralized its organization, reducing the number of upper-level managers to the minimal level needed.
Business Communication, Anniversary Edition Lehman and DuFrene 2002 South-Western/Thomson Learning

5. Techniques for Reasons and Explanation Section
Chapter 7
Techniques for Reasons and Explanation Section
Patton Industries 1230 Industrial Road Naperville, IL
Makers of Quality Products Since 1903
March 18, 1999
Mr. Robert Duncan
Neeley Foundation
9835 Franklin Building
Cambridge, MA
Dear Bob
You are to be commended for your commitment to create an endowment for the Kirkland Homeless Shelter. This much-needed project will aid the hundreds of homeless and increase the community's awareness of the needs of this sector of our population.
Amy Murray in our senior executive corps directed a similar short-term project, Homes for Humanity. She organized the campaign, solicited area coordinators, and managed publicity. If you can benefit from her services, call her at , extension 791.
Sincerely
Angela
Angela Larche
Director
Although our current personnel shortage prevents us from lending you an executive, we do want to support your worthy project.
The success of this project depends on a good project director. The organizational, leadership, and public relations activities you described demand an individual with upper-level managerial experience. During the last year, Nemitz has decentralized its organization, reducing the number of upper-level managers to the minimal level needed.
Provide a smooth transition from the opening to the explanation
Precede the bad news with one or more reasons that are logical to the reader
Avoid using “company policy” as the reason
Show reader benefit and/or consideration
Business Communication, Anniversary Edition Lehman and DuFrene 2002 South-Western/Thomson Learning

6. Techniques for Bad-News Sentence
Chapter 7
Techniques for Bad-News Sentence
Avoid unnecessary use of negative words
Place negative news in buried position
State the bad news once; avoid restating or returning to it
Emphasize any positive aspect
Follow bad news with a counterproposal when possible
Patton Industries 1230 Industrial Road Naperville, IL
Makers of Quality Products Since 1903
March 18, 1999
Mr. Robert Duncan
Neeley Foundation
9835 Franklin Building
Cambridge, MA
Dear Bob
You are to be commended for your commitment to create an endowment for the Kirkland Homeless Shelter. This much-needed project will aid the hundreds of homeless and increase the community's awareness of the needs of this sector of our population.
Amy Murray in our senior executive corps directed a similar short-term project, Homes for Humanity. She organized the campaign, solicited area coordinators, and managed publicity. If you can benefit from her services, call her at , extension 791.
Sincerely
Angela
Angela Larche
Director
Although our current personnel shortage prevents us from lending you an executive, we do want to support your worthy project.
The success of this project depends on a good project director. The organizational, leadership, and public relations activities you described demand an individual with upper-level managerial experience. During the last year, Nemitz has decentralized its organization, reducing the number of upper-level managers to the minimal level needed.
Business Communication, Anniversary Edition Lehman and DuFrene 2002 South-Western/Thomson Learning

7. Techniques for Closing Paragraph
Chapter 7
Techniques for Closing Paragraph
Patton Industries 1230 Industrial Road Naperville, IL
Makers of Quality Products Since 1903
March 18, 1999
Mr. Robert Duncan
Neeley Foundation
9835 Franklin Building
Cambridge, MA
Dear Bob
You are to be commended for your commitment to create an endowment for the Kirkland Homeless Shelter. This much-needed project will aid the hundreds of homeless and increase the community's awareness of the needs of this sector of our population.
Amy Murray in our senior executive corps directed a similar short-term project, Homes for Humanity. She organized the campaign, solicited area coordinators, and managed publicity. If you can benefit from her services, call her at , extension 791.
Sincerely
Angela
Angela Larche
Director
Although our current personnel shortage prevents us from lending you an executive, we do want to support your worthy project.
The success of this project depends on a good project director. The organizational, leadership, and public relations activities you described demand an individual with upper-level managerial experience. During the last year, Nemitz has decentralized its organization, reducing the number of upper-level managers to the minimal level needed.
Convey an empathetic tone
Avoid returning to the bad news
Avoid trite, worn-out statements that seem shallow and superficial
End with a positive, forward-looking idea
Business Communication, Anniversary Edition Lehman and DuFrene 2002 South-Western/Thomson Learning