1. Bad News Messages
Lecture 8

2. Yesterday Editing – Style Email/Memo Format Routine Messages
Requesting Information
Making a complaint
Requesting a Reference Letter

3. Today
Review Routine Messages
Complaint
Reference Request

4. Today Bad News Messages 3 Step Writing Process Strategies
Audience Centered Tone
Direct/Indirect Approaches
Types of Bad News Messages

5. Complaint Message
Also called “Claims and Adjustments”

6. Complaint Message To make a claim = to say something is wrong
My phone is broken
I was overcharged
I was not given good service

7. Complaint Message
To Request and Adjustment = to ask to be repaid or helped
I would like a new phone
I would like my money back

8. Complaint Message Explain Problem Give details
Request Action (if known)
Be prepared to send other documents (receipts, sales info, etc)

9. Reference Request
Many jobs will ask for a reference or a recommendation
This is a letter from someone who knows you and will tell the company about you

10. Reference Request You should ask a former teacher, boss, lecturer, etc
Follow routine request strategies

11. Reference Request
Introduction/opening

12. Reference Request Start by asking permission
“Would you please give me a recommendation?
Say what position you are applying for and at what company

13. Reference Request
If time has passed, repeat how you know this person including the time and place. (School, job, etc)

14. Reference Request Body
Include a copy of your resume and any useful information that would make you good for this job (school work, experience)

15. Reference Request Closing
Include the name and address of the person it should be sent to and a deadline if there is one
Close with a goodwill ending

16. Bad News Message No one likes to hear “no”
We want to make our message effective and less hurtful to maintain a good relationship with the audience

17. Bad News Message Apply the 3 step writing process Planning Writing
Completing

18. Bad News Message Planning
Analyze Audience – figure out how they will react
Gather important facts to make message more effective

19. Bad News Message Writing Define main ideas Cover all relevant points
Choose direct/indirect style
Pay attention to word choice

20. Bad News Message Completing Make sure organization is good
Correct typos, errors, etc.

21. Strategies Present Bad News Have audience accept news
Maintain good relationships
Maintain a good image for your company
Reduce future messages

22. Strategies Use an “Audience-Centered Tone”
It’s not what you say, it’s how you say it
Positive Words
Respectful Language

23. Strategies
After reading the message, the Audience must:

24. Strategies Understand the news Accept the news See news as fair
Have positive thoughts about you
Feel good about themselves

25. Strategies We must decide to use the direct or indirect approach
Put yourself in the Audience’s shoes.
How will they react?
How Important is the message?
How well do you know them?

26. Direct Approach Intro: Clear Statement of the bad news
Body: Reasons for the decision; provide alternatives.
Closing: Positive statement to maintain good relationship

27. Direct Approach Good because it makes message shorter Saves time
Use a tactful tone, focus on reasons for your decision

28. Indirect Approach Open with a Buffer
Logical, neutral explanation of reasons
Clear statement of the bad news
Close with a positive statement that is helpful and friendly

29. Indirect Approach Use a neutral subject line in emails or memos
Use a buffer

30. Indirect Approach Buffer – a neutral transition to bad news
Can show agreement, appreciation, fairness, praise, etc.

31. Indirect Approach Buffer Be honest, positive, and brief.
Don’t trick the audience.

32. Indirect Approach A good buffer: Does not mislead the reader
Is neutral
Is relevant
Is respectful
Is short
Is unapologetic

33. Indirect Approach Open with a Buffer
Logical, neutral explanation of reasons
Clear statement of the bad news
Close with a positive statement that is helpful and friendly

34. Indirect Approach Give reasons
Say positive reasons first, then negative.
Show that the decision is fair
Provide facts

35. Indirect Approach Give reasons
Don’t say how the news is good for your company
Don’t apologize
Don’t provide negative comments

36. Indirect Approach Give reasons
Don’t say how the news is good for your company
Don’t apologize
Don’t provide negative comments

37. Indirect Approach Open with a Buffer
Logical, neutral explanation of reasons
Clear statement of the bad news
Close with a positive statement that is helpful and friendly

38. Indirect Approach Minimize Space Use a Conditional phrase (if/when)
Say what you can do, not what you can’t

39. Indirect Approach Open with a Buffer
Logical, neutral explanation of reasons
Clear statement of the bad news
Close with a positive statement that is helpful and friendly

40. Indirect Approach End it on a positive note.
Follow the guidelines from the direct approach

41. Indirect Approach Be sincere Be confident Keep it positive
Limit future correspondence
Be optimistic

42. Types of Bad News
We will look at the different types of bad news messages that you should know

43. Types of Bad News Negative Answers to Routine Requests
Negative Company News
Negative Employment Messages

44. Types of Bad News Negative Answers to Routine Requests
Negative Company News
Negative Employment Messages

45. Types of Bad News Refusing requests for information
Use the direct or indirect approach

46. Types of Bad News Refusing invitations and favours
Use the direct approach if you have a good relationship with the reader
Use the indirect approach if you don’t know the reader well

47. Types of Bad News Refusing claims and adjustments
Use the indirect approach
Don’t accept responsibility
Don’t blame the customer

48. Types of Bad News Demonstrate your understanding Explain your refusal
Suggest alternative action

49. Types of Bad News Negative Answers to Routine Requests
Negative Company News
Negative Employment Messages

50. Types of Bad News Giving bad news about products
Use the direct approach within your own organization
Use the indirect approach for other customers

51. Types of Bad News Bad news about your company
Focus on reasons and possible customer benefits

52. Types of Bad News Negative Answers to Routine Requests
Negative Company News
Negative Employment Messages

53. Types of Bad News Negative employment messages
Direct approach when talking about someone else’s job
Indirect approach when talking about the reader’s job

54. Types of Bad News Rejecting reference requests
Use tact and consideration
Use the indirect approach

55. Types of Bad News Rejecting job applications Treat reader with respect
Use the direct approach

56. Types of Bad News Tell them they have not been hired
Give clear reasons why
Suggest alternatives

57. Types of Bad News Terminating employment
Must be especially careful to avoid bad feelings or legal action