1. Copyright © 2008 by Nelson Education Ltd. Ch. 8-1 Chapter 8 Negative Messages

2. Copyright © 2008 by Nelson Education Ltd. Ch. 8-2 Resolving Business Problems Ê Call the individual involved. Ë Describe the problem and apologize. Ì Explain: Why the problem occurred. What you are doing to resolve it. How it will not happen again.

3. Copyright © 2008 by Nelson Education Ltd. Ch. 8-3 Resolving Business Problems Í Follow up with a letter that Describes the conversation. Promotes goodwill.

4. Copyright © 2008 by Nelson Education Ltd. Ch. 8-4 The Indirect Strategy l Buffer opening l Reasons first in the body l Bad news follows in the body l Pleasant closing

5. Copyright © 2008 by Nelson Education Ltd. Ch. 8-5 Buffering the opening l Best news l Compliment l Appreciation l Agreement l Facts l Understanding

6. Copyright © 2008 by Nelson Education Ltd. Ch. 8-6 Evaluating Buffer Statements How effective is the following opening for a letter that refuses to give credit? 2. We are delighted to receive your application for credit. (Gives wrong impression)

7. Copyright © 2008 by Nelson Education Ltd. Ch. 8-7 Evaluating Buffer Statements How effective is the following opening for a letter that refuses a request for a donation? 2. We appreciate the good work your organization is doing to offer early childhood programs that help parents and very young children. (Compliments reader but doesn’t indicate approval)

8. Copyright © 2008 by Nelson Education Ltd. Ch. 8-8 Presenting the Reasons l Be cautious in explaining. l Explain reader benefits. l Explain company policy. l Choose positive words. l Show that the matter was treated seriously and fairly.

9. Copyright © 2008 by Nelson Education Ltd. Ch. 8-9 Cushioning the Bad News l Position the bad news. l Use the passive voice. l Stress the positive. l Imply the refusal. l Suggest a compromise or an alternative.

10. Copyright © 2008 by Nelson Education Ltd. Ch. 8-10 Closing Pleasantly l Forward look l Alternative l Good wishes l Special offers l Sales promotion

11. Copyright © 2008 by Nelson Education Ltd. Ch. 8-11 Writing Plan for Refusing Requests or Claims l Buffer l Transitions l Reasons l Bad news l Alternative l Closing

12. Copyright © 2008 by Nelson Education Ltd. Ch. 8-12 Example - Refusal of Request for Cash Refund Dear Mr. Riccio: You are one of nearly 500 people who took advantage of our membership campaign and joined the MegaGym physical fitness program. We're glad that you have been able to use our excellent training equipment and our workout classes for the past seven months.

13. Copyright © 2008 by Nelson Education Ltd. Ch. 8-13 Example - Refusal of Request for Cash Refund Because of our successful membership campaign, we have added several state-of-the-art equipment units, including a high-tech treadmill with a computer that measures progress. These improvements to MegaGym depend on the contracts signed by people like you. We hire employees, schedule workouts, and buy equipment based on the number of memberships.

14. Copyright © 2008 by Nelson Education Ltd. Ch. 8-14 Example - Refusal of Request for Cash Refund Breaking membership contracts would make it impossible to fulfill our promises to our members. Although your contract payment cannot be refunded, we can postpone your membership.

15. Copyright © 2008 by Nelson Education Ltd. Ch. 8-15 Example - Refusal of Request for Cash Refund When you return from your overseas project, you will be able to enjoy remaining five months of your membership.

16. Copyright © 2008 by Nelson Education Ltd. Ch. 8-16 Example - Refusal of Request for Cash Refund You can depend on MegaGym to help you get back in shape when you are able to continue your membership. Sincerely,

17. Copyright © 2008 by Nelson Education Ltd. Ch. 8-17 Points to Notice in the Letter The buffer contains positive but neutral statements. The transition repeats the expression membership campaign, a key idea from the opening. The explanation is logical and objective.

18. Copyright © 2008 by Nelson Education Ltd. Ch. 8-18 Points to Notice in the Letter The refusal is softened by position, wording, and alternative. The goodwill closing makes the alternative easy to accept.

19. Copyright © 2008 by Nelson Education Ltd. Ch. 8-19 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 or word that leads from the opening to the reasons.

20. Copyright © 2008 by Nelson Education Ltd. Ch. 8-20 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.

21. Copyright © 2008 by Nelson Education Ltd. Ch. 8-21 Writing Plan for Announcing Bad News to Customers and Employees Alternative Suggest a compromise, alternative, or substitute, if possible. Closing Look forward positively. Provide information about an alternative, if appropriate.

22. Copyright © 2008 by Nelson Education Ltd. Ch. 8-22 When to Use the Direct Pattern When the bad news is not damaging. When the receiver may overlook the bad news. When organization policy suggests directness. When the receiver prefers directness. When firmness is necessary.

23. Copyright © 2008 by Nelson Education Ltd. Ch. 8-23 End