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Writing Negative Messages
ENG 412 Writing Negative Messages
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pattern is better for delivering bad news?
Refuse routine requests and claims Break bad news to customers Break bad news to employees Negative Messages Which organization pattern is better for delivering bad news? DIRECT INDIRECT
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Bad News Reasons Closing The direct strategy is appropriate for delivering bad news in some situations.
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When . . . The receiver may overlook the bad news.
Reasons 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.
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Goals in Communicating Bad News
Acceptance—try to help receiver understand and accept the bad news. Positive image—promote good image of yourself and your organization. Message clarity—make the message clear Goodwill—maintain goodwill Minimize—aim to try to reduce future correspondence on the issue to a minimum
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The indirect strategy allows you to prepare the reader before delivering the bad news, thus softening the impact of the bad news. Buffer Reasons Bad News Closing
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Possible Buffers for Opening Bad-News Messages
Reasons Bad News Closing Best news Compliment Appreciation Agreement Facts Understanding Apology
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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)
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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)
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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)
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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)
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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)
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Presenting the Reasons
Buffer Reasons Bad News Closing 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.
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Buffer Reasons Bad News Closing To reveal the bad news with sensitivity, learn these Seven Techniques for Deemphasizing Bad News.
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Mary Ellen Guffey, Essentials of Business Communication, 7e Chapter 1, Slide 15
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Avoid the spotlight. Put the bad news in the middle of a paragraph halfway through the message.
Use a long sentence. Don’t put the bad news in a short, simple 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.
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Be clear but not too specific.
Instead of this Our investigation reveals that you owe three creditors large sums and that you were fired from your last job. Try this Our investigation reveals that your employment status and your financial position are unstable at this time.
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Imply the refusal. Instead of this
We cannot contribute to your charity this year. 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.
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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. Instead of this We cannot make a contribution at this time. Try this A contribution cannot be made at this time.
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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.
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Closing Bad-News Messages
Buffer Reasons Bad News Closing Avoid endings that sound impersonal. Try to use A forward look Information about alternative Good wishes Freebies Resale or sales promotion
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Writing Plan for Refusing Requests or Claims
Buffer Reasons Bad News Closing 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.
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Writing Plan for Refusing Requests or Claims
Buffer Reasons Bad News Closing Present valid reasons for the refusal, avoiding words that create a negative tone. Include resale or sales promotion, if appropriate.
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Writing Plan for Refusing Requests or Claims
Buffer Reasons Bad News Closing 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.
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Writing Plan for Refusing Requests or Claims
Buffer Reasons Bad News Closing Renew good feelings with a positive statement. Look forward to continued business. Avoid referring to the bad news.
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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.
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Examine This Effective Refusal of Request for Cash Refund
Open letter by clicking icon at right.
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Breaking Bad News to Customers
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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
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letter illustrating a bad- news follow-up message.
Follow with a letter that Documents details discussed in the phone call. Looks forward to positive future relations. Click icon to view letter illustrating a bad- news follow-up message.
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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.
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Writing Plan for Breaking Bad News to Employees
Buffer Reasons Bad News Closing 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.
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Explain the logic behind the bad news.
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.
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before-revision letter after-revision letter.
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.
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