Post on 05-Apr-2018
8/2/2019 Chap6_students English Write Bad News Message
1/22
chapter
Writing Bad-News Messages
six
Using tact and courtesy helps the reader accept bad news.6-1
8/2/2019 Chap6_students English Write Bad News Message
2/22
Overview
Why Indirect Order for Bad News Messages
A General Indirect Order Plan
Adaptations of the General Plan to SpecificSituations
Indirect Claims
Refused Requests
Adjustment Refusals
Negative Announcements
6-2
8/2/2019 Chap6_students English Write Bad News Message
3/22
Bad News Message Usually in the
Indirect Order
Bad news is received more positively whenpreceded by explanation.
Cushioning the bad news showsconsideration for your readers feelings.
6-3
8/2/2019 Chap6_students English Write Bad News Message
4/22
But Exceptions Can Be Made
Examples
When the message will be routinely accepted
When you know frankness is wanted
6-4
8/2/2019 Chap6_students English Write Bad News Message
5/22
The General Indirect Plan
Begin with a strategic buffer
Words that acknowledge any preceding messages
and
set up your strategy
Develop the strategy
Present the bad news positively
Offer an alternative when possible
End with goodwill, specifically adapted
6-5
8/2/2019 Chap6_students English Write Bad News Message
6/22
Preliminary Considerations in
Making a Indirect Claim
A product or service has given you a problem andyou anticipate resistance.
It may take a large amount of money or time to
correct them. The facts of the case may be unusual, so the company
has not established a policy for handling it.
The times could be tough, making the reader lesslikely to adjust the claim.
These negative situations of the case supportindirectness.
6-6
8/2/2019 Chap6_students English Write Bad News Message
7/22
The message plan:
An Indirect Claim
Begin with a buffer that identifies the problem
and sets up the rest of the message.
Explain the factsenough to permit a decision. Seek corrective action, either by stating what you
want or want done.
End positivelyon a friendly but firm note.
Body
Closing
Opening
6-7
8/2/2019 Chap6_students English Write Bad News Message
8/226-8
Ms. Ott:
Sending gifts to both friends and clients has long been a practice Ive enjoyed and counted on
your companys products for many of them over the years
http://www.ljdeftos@gmail.com
Alison Ott
Please correct this issue right away. I ask that you write each of the recipients of my gifts,refunding their money and explaining what happened. Then, send copies of your letters and thetotal bill to me.
You will have my gratitude for putting me back in the good graces of the Bannisters.
Leonard Deftos
From your invoice of August 7, I see that you have sent my gifts Collect on Delivery (COD). Ineed your friendly help in restoring face. Please refer to my original order of July 31 (copyattached) to see that the Madam Butterfly jewel box for Ms. Marina Smith and the Pipersmoking jacket for Mr. Zeke Smith were clearly specified for prepaid shipment. You were toinclude the bill for these items on my credit card, along with the charge for the Black Diamonddesk sent to me.
Billing correction for shipment under Invoice X13771
http://www.ljdeftos@gmail.com/http://www.ljdeftos@gmail.com/8/2/2019 Chap6_students English Write Bad News Message
9/22
Brief Review of a Procedure for a
Refused Request
Preliminary considerations:
The news is bad.
The reader wants something; you must refuse.
Your goals are:
to say no, and
to maintain goodwill.
The first goal is easy; the second requires tact.
You must present reasons that will convince.
6-9
8/2/2019 Chap6_students English Write Bad News Message
10/22
Indirect Plan for Bad News
Begin with words that identify the subject,
are neutral, and set up the message.
Present reasons using positive language and
you-viewpoint.
Refuse clearly and positively, embedding
where possible to de-emphasize the negative.
Include a counterproposal or compromise
when appropriate.
End with an adapted goodwill comment.
The message plan:
Opening
Body
Closing
6-10
8/2/2019 Chap6_students English Write Bad News Message
11/226-11
Mr. Bragg,
Your study of the progress of State University graduates sounds very useful andinteresting. As you know, we employ many State graduates here at S&L. We are
pleased that you would ask our help in your efforts.
Larry_Bragg@sdsu.edu
In reviewing the requirements of your project, we find that it would be necessary tosearch through the personnel files of each of our 10,000 employees. As our regularstaff is already working at capacity, may we suggest that we make our files availableto you or your representatives? We would ask only that you protect the
confidentially of the information in the files. We would be pleased to give youworking space in the records center. And we would assure you of the cooperationand assistance of our records personnel.
As another alternative, may we suggest that you use a part-time student worker who isalready acquainted with our files? From time to time, Ms. Mary Mahoney
Request for alumni information
Terry.Lenaghan@comcast.net
8/2/2019 Chap6_students English Write Bad News Message
12/226-12
A Tactful, Courteous Refusal (2 of 2)
Please let us know how we may help you complete your project. We look
forward to reading the results in the Alumni Bulletin.
Terry
As another alternative, may we suggest that you use a part-time studentworker who is already acquainted with our file system? From time to time,
Mary Sunderland has worked in our file center. We estimate that she could do
your work in about five weeks, working her customary twenty hours a week.
The cost would be about $900. If you prefer this arrangement, we would be
pleased to send you her contact information.
has worked in our records center. And we would assure you of the
cooperation and assistance of our records personnel.
Larry_Bragg@sdsu.edu
Request for alumni information
Terry.Lenaghan@comcast.net
8/2/2019 Chap6_students English Write Bad News Message
13/22
Preliminary Considerations in Writing
Adjustment Refusals
The decision has been made to refuse an
unjustified claim.
The news is bad.
The goal is to present the bad news in a
positive way.
Thus, you must think through the situation to
develop a strategy to explain or justify the
decision.
6-13
8/2/2019 Chap6_students English Write Bad News Message
14/22
Brief Review of Procedure for
Adjustment Refusals
Begin with words that
are on subject,
are neutral, and set up the message.
Present the strategy that will explain or justify.
Make it factual and positive.
Lead systematically to the refusal. Then refuse--clearly and positively.
End with forward-looking, friendly words.
The message plan:Opening
Body
Closing
6-14
8/2/2019 Chap6_students English Write Bad News Message
15/226-15
An Indirect, Courteous, and Clear
Adjustment Refusal (1 of 2)
Mr. Luce,
Certainly, we understand the concern expressed in your May 11 letter aboutgetting just the right paneling for your new office building. That is why we doeverything we can to ensure that our clients are pleased with the materialsthey purchase from us.
http://www.rjluce@uniquesupplies.com
Special paneling concern
In cases where customers have purchased from our regular stock, it is usually asimple matter to allow product returns. In your case, your architect specified amost unusual and distinctive finish. His specifications were very detailed, andwe followed them to the letter. Although the finished paneling is genuinelybeautiful, it is unique and cannot go into our regular stock. For this reason, wemust consider the sale final. At this point, any adjustment in this case must bebetween you and your architect.
http://www.dterrado@jv.com
http://www.dterrado@jv.com/http://www.rjluce@uniquesupplies.com/http://www.dterrado@jv.com/http://www.dterrado@jv.com/http://www.rjluce@uniquesupplies.com/8/2/2019 Chap6_students English Write Bad News Message
16/226-16
An Indirect, Courteous, and Clear
Adjustment Refusal (2 of 2)
We are grateful that you chose J&V products for your distinctive building.We stand ready to meet your future needs to the letter.
Dominic Terrado
regular stock. For this reason, we must consider the sale final. At this point, anyadjustment in this case must be between you and your architect.
http://www.rjluce@uniquesupplies.com
Special paneling concern
http://www.dterrado@jv.com
http://www.rjluce@uniquesupplies.com/http://www.dterrado@jv.com/http://www.dterrado@jv.com/http://www.rjluce@uniquesupplies.com/8/2/2019 Chap6_students English Write Bad News Message
17/22
Negative Announcements
They are the presentations of bad news to
customers or employees.
Generally, they follow the indirect pattern
especially if news is very disappointing.
Thus, they follow the strategies previously
reviewed.
6-17
8/2/2019 Chap6_students English Write Bad News Message
18/226-18
Typical Indirect Strategy for
Negative Announcements
The message plan:
Opening
Body
Closing
Start with a buffer that sets up an
explanation of the bad news.
Present the justification.
Cover the bad news positively but clearly.
Help resolve any problem the bad news
creates.
End with appropriate goodwill.
8/2/2019 Chap6_students English Write Bad News Message
19/22
Direct Negative Announcements
Sometimes justified
if news is expected
when news is insignificant
when news may have positive possibilities
6-19
8/2/2019 Chap6_students English Write Bad News Message
20/226-20
As you know, J&J Training succeeds because of you, our expert staff. Thanks to
your efforts and the positive reputation youve built for our company, J&J
continues to attract a relatively healthy clientele even in these economicallychallenging times.
To ensure our success through this economic slump, we need to minimize
expenses while also staying at the top of our game. One item in our budget that I
believe we can trim without compromising our competitive edge is our travel
expenses. Last year, travel to industry seminars cost J&J over $32,000. Thesetrips enabled us to learn about the latest tools and teaching strategies, which are
essential in our business. On the other hand, spending so much on this budget
item takes support away from other functions, such as marketing and equipment
maintenance, that are also critical to what we do.
J&J Training Staff
Smarter Use of Our Travel Money
http://www.jandrews@jandj.com
http://www.jandrews@jandj.com/http://www.jandrews@jandj.com/8/2/2019 Chap6_students English Write Bad News Message
21/226-21
Attached to this email is a new travel authorization form. Youll see that one part of the
form asks you to verify that no comparable online substitute is available for the
conference or event that you wish to attend. The form also includes a space where you
can explain why it is important that you attend this particular event. I hope that using
this form will enable us to trim a sizable amount off our travel expenses while still
enabling us to stay abreast of the latest developments in our industry.
Overall, J&J is holding steady, even in this challenging economy. I appreciate your efforts
to trim expenses where possible while continuing to deliver the kind of training that
keeps our clients coming back and recommending us to others.
Jim
J&J Training Staff
Smarter Use of Our Travel Money
Fortunately, many of the organizations and companies who host the seminars we attend
also offer online equivalents. For example, through the ASTD, one can purchase a two-
hour webinar on training strategies for $200, which not only saves all travel expenses but
also lets several people participate for one registration fee. The materials that can be
downloaded from these seminars can also be shared.
http://www.jandrews@jandj.com
http://www.jandrews@jandj.com/http://www.jandrews@jandj.com/8/2/2019 Chap6_students English Write Bad News Message
22/22
6 22
Refusal Strategy Adapted to Another
Situation Refusal of a Discount
Mr. Mertz:
Thank you for your check for $945.07 on Invoice C 2010.
When reviewing your account, we found that the amount you paid includeda 10% discount on the total amount charged. As noted on the invoice, the
discount is allowed only when payment is made within ten days of billing.
As Invoice C2010 is now 45 days past this date, we are crediting your
account with $945.07, leaving an unpaid balance of $29.23. Please send us
this remainder as soon as possible.Working with you and your excellent organization, Mr. Mertz, is always a
pleasure. We look forward to serving you again soon. Jessica Gomez
Jason Mertz
Payment on Invoice C2010
http://www.Jessica_Gomez@jimsauto.com
http://www.Jessica_Gomez@jimsauto.com/http://www.Jessica_Gomez@jimsauto.com/http://www.Jessica_Gomez@jimsauto.com/http://www.Jessica_Gomez@jimsauto.com/http://www.Jessica_Gomez@jimsauto.com/