Ch10 Negative News

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Chapter 10

NEGATIVENEGATIVENEWSNEWS

Business Communication: Process and Product, Mary Ellen Guffey, South-Western.

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Goals in CommunicatingGoals in CommunicatingBad NewsBad News

To make the receiver understand and accept the bad news

To promote and maintain a good image of yourself and your organization

To make the message so clear that additional correspondence is unnecessary

To avoid creating legal liability

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The Indirect PatternThe Indirect Pattern

Buffer - a neutral or positive opening that does not reveal the bad news

Reasons - an explanation of the causes for the bad news

Bad News - a clear but understated announcement of the bad news that may include an alternative or compromise

Close - a personalized, forward-looking, pleasant statement

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Four-Part Indirect Pattern for Four-Part Indirect Pattern for Bad NewsBad News

BufferBuffer

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BufferBuffer ReasonsReasons

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BufferBuffer ReasonsReasons Bad NewsBad News

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BufferBuffer ReasonsReasons Bad NewsBad News ClosingClosing

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BufferBuffer

Open with a neutral or positive statement that does not reveal the bad news.

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ReasonsReasons

Explain causes of bad news before disclosing it.

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Bad NewsBad News

Reveal bad news without emphasizing it. Provide alternative or compromise, if

possible.

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CloseClose

End with a personalized, forward-looking, pleasant statement.

Avoid referring to bad news or apologizing.

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Delivering Bad News SensitivelyDelivering Bad News Sensitively

Buffer possibilities:Buffer possibilities: Best news Compliment Appreciation Agreement Facts Understanding

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Reasons:Reasons: Cautious explanation Reader or other benefits Company policy explanation Positive words Evidence that matter was considered fairly

and seriously

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Bad News:Bad News: Embedded placement Passive voice Implied refusal Compromise Alternative

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Closing:Closing: Forward look Information about alternative Good wishes Freebies Resale Sales promotion

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Avoiding ThreeAvoiding ThreeCauses of Legal ProblemsCauses of Legal Problems

Abusive language Careless language The “good-guy” syndrome

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Abusive languageAbusive language

Defamation- any language that harms a person's reputation

Libel - written defamation Slander - spoken defamation To be actionable, abusive language must be false,

damaging to a person's good name, and "published" (spoken within the presence of others or written).

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Careless languageCareless language

Avoid making statements that are potentially damaging or that could be misinterpreted (the factory is too dangerous for tour groups). Be careful about what documents you save.

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The "good-guy" syndromeThe "good-guy" syndrome

Avoid making dangerous statements that ease your conscience or make you look good (I thought you were an excellent candidate but we had to hire . . .). Business communicators act as agents of the organization. Their views must reflect the organization's.

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Use plain paper (not company stationery) for personal views.

Avoid supplying information that could be misused.

Don't admit or imply responsibility without checking with legal counsel.

To Avoid Legal LiabilityTo Avoid Legal Liability

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Refusing Routine RequestsRefusing Routine Requests

NO!

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BufferBuffer

Pay a compliment, show appreciation for a past action, or refer to something mutually understood.

Avoid raising false hopes. Avoid thanking the receiver for something

you are about to refuse.

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Reasons Reasons

Explain why the request must be denied, without revealing the refusal.

Avoid negativity (words like unfortunately, impossible).

Show how your decision benefits the receiver or others, if possible.

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Bad NewsBad News Soften the bad news by:

– subordinating it (although we can't loan our equipment, we wish you well in . . .)

– using the passive voice (although our equipment can't be loaned)

– embedding it in a long sentence or paragraph Consider implying the refusal, but be certain it is

clear. Suggest an alternative, if one exists.

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CloseClose

Supply more information about an alternative, if one is offered.

Look forward to future relations. Offer good wishes and compliments. Avoid referring to the refusal.

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Refusing a Request Refusing a Request Three Phases of the Writing ProcessThree Phases of the Writing Process

Phase 1: Analyze, Anticipate, and Adapt Phase 2: Research, Organize, and Compose Phase 3: Revise, Proofread, and Evaluate

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Refusing a Request - Phase 1*Refusing a Request - Phase 1*

Analyze: The purpose of this memo is to refuse a respected employee's request without damaging good relations.

Anticipate: The audience is a valued manager who wants to attend a conference.

Adapt: Because the reader will probably be hurt and disappointed at this message, the indirect pattern is best.

*This analysis relates to Figure 8.3.*This analysis relates to Figure 8.3.

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Refusing a Request - Phase 2Refusing a Request - Phase 2

Research: Gather necessary data, including reasons explaining the refusal.

Organize: In the buffer, praise the manager’s contribution. Mention the conference date to provide a transition. In the reasons section, explain why the request cannot be granted. Imply the refusal. Close by suggesting a feasible alternative. Show appreciation.

Compose: Prepare the first draft.

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Refusing a Request - Phase 3Refusing a Request - Phase 3

Revise: Respect the reader’s feelings by softening the tone. Show that the refusal is in the reader’s best interest. Don’t apologize; you’ve done nothing wrong.

Proofread: Verify spelling of troublesome words. Use commas after beginning clauses and around “Mark” (direct address).

Evaluate: Will this message make the reader understand and accept the refusal?

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TO: Mark Stevenson Date: July 2, 19XXManager, Telecommunications

FROM: Ann Wells-Freed AWFVP, Management Information Systems

SUBJECT: REQUEST TO ATTEND SEPTEMBER CONFERENCE

The Management Council and I are extremely pleased with the leadership you have provided in setting up live video transmission to our regional offices. Because of your genuine professional commitment, Mark, I can understand your desire to attend the conference of Telecommunication Specialists of America September 23 to 28 in Atlanta.

TO: Mark Stevenson Date: July 2, 19XXManager, Telecommunications

FROM: Ann Wells-Freed AWFVP, Management Information Systems

SUBJECT: REQUEST TO ATTEND SEPTEMBER CONFERENCE

The Management Council and I are extremely pleased with the leadership you have provided in setting up live video transmission to our regional offices. Because of your genuine professional commitment, Mark, I can understand your desire to attend the conference of Telecommunication Specialists of America September 23 to 28 in Atlanta.

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The last two weeks in September have been set aside for budget planning. As you and I know, we’ve only scratched the surface of our teleconferencing projects for the next five years. Since you are the specialist and we rely so heavily on your expertise, we need you here for those planning sessions.

If you are able to attend a similar conference in the spring and if our work loads permit, we’ll try to send you then. You’re a valuable player, Mark, and I’m grateful you’re on our MIS team.

The last two weeks in September have been set aside for budget planning. As you and I know, we’ve only scratched the surface of our teleconferencing projects for the next five years. Since you are the specialist and we rely so heavily on your expertise, we need you here for those planning sessions.

If you are able to attend a similar conference in the spring and if our work loads permit, we’ll try to send you then. You’re a valuable player, Mark, and I’m grateful you’re on our MIS team.

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Sending Bad News to CustomersSending Bad News to Customers

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BufferBuffer

Express appreciation for the customer's patronage or for writing.

Show agreement on some point, review the facts, or show understanding.

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ReasonsReasons

Justify the bad news with objective reasons (except in credit denials).

Use resale, if appropriate, to restore the customer's confidence.

Avoid blaming the customer or hiding behind company policy.

Look for reader benefits.

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Bad NewsBad News

State the bad news objectively or imply it. Use resale or sales promotion material only

if you think it will not be offensive.

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CloseClose

Suggest an alternative or action that might be taken.

Look forward to future business, offer best wishes, refer to gifts.

Use resale sensitively. Don't mention the bad news. Don't apologize if you did nothing wrong.

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Managing Negative Managing Negative Organization NewsOrganization News

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BufferBuffer

Provide some good news (if possible), praise, appreciation, agreement, or understanding.

Discuss facts leading to the reasons section.

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ReasonsReasons

Explain what caused the decision necessitating the bad news.

Use objective, nonjudgmental, and nondiscriminatory language.

Show empathy and fairness.

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Bad newsBad news

Explain the bad news clearly, but don't accentuate it.

Avoid negative language.

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CloseClose

End on a positive, friendly note. For job refusals, extend good wishes.

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Refusal of Favor RequestRefusal of Favor Request - - PoorPoor

Document for Analysis 8.6“Before” Version

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Dear Mr. Waters:

Unfortunately, we cannot allow you to apply the lease payments you've been making for the past ten months toward the purchase of your Sako 600 copier. Company policy does not allow such conversion. Have you ever wondered why we can offer such low leasing and purchase prices? Obviously, we couldn't stay in business long if we agreed to proposals such as yours.

Dear Mr. Waters:

Unfortunately, we cannot allow you to apply the lease payments you've been making for the past ten months toward the purchase of your Sako 600 copier. Company policy does not allow such conversion. Have you ever wondered why we can offer such low leasing and purchase prices? Obviously, we couldn't stay in business long if we agreed to proposals such as yours.

“Before” Version - Document for Analysis 8.6

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You've had the Sako 600 copier for ten months now, Mr. Waters, and you say you like its versatility and reliability. Perhaps we could interest you in another Sako model--one that's more within your price range.

Do give us a call.

Sincerely,

You've had the Sako 600 copier for ten months now, Mr. Waters, and you say you like its versatility and reliability. Perhaps we could interest you in another Sako model--one that's more within your price range.

Do give us a call.

Sincerely,


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Refusal of Favor RequestRefusal of Favor Request - - ImprovedImproved

Document for Analysis 8.6“After” Version

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Dear Mr. Waters:

We're happy to learn that you are enjoying the use of the Sako copier you've been leasing for the past ten months. Like our many other customers, Mr. Waters, you have discovered that Sako copiers offer remarkable versatility and reliability.

Dear Mr. Waters:

We're happy to learn that you are enjoying the use of the Sako copier you've been leasing for the past ten months. Like our many other customers, Mr. Waters, you have discovered that Sako copiers offer remarkable versatility and reliability.

“After” Version - Document for Analysis 8.6

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One of the reasons we're able to offer these outstanding copiers at such low leasing rates and equally low purchase prices is that we maintain a slim profit margin. If our program included a provision for applying lease payments toward the purchase price, our overall prices would have to be higher. Although lease payments cannot be credited toward purchase price, we can offer you other Sako models that are within your price range. The Sako 400 delivers the same reliability with nearly as many features as the Sako 600.

One of the reasons we're able to offer these outstanding copiers at such low leasing rates and equally low purchase prices is that we maintain a slim profit margin. If our program included a provision for applying lease payments toward the purchase price, our overall prices would have to be higher. Although lease payments cannot be credited toward purchase price, we can offer you other Sako models that are within your price range. The Sako 400 delivers the same reliability with nearly as many features as the Sako 600.


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Please let us demonstrate the Sako 400 to your staff in your office, Mr. Waters. Our representative, Tracy Wiggins, will call you soon to arrange a time.

Sincerely,

Please let us demonstrate the Sako 400 to your staff in your office, Mr. Waters. Our representative, Tracy Wiggins, will call you soon to arrange a time.

Sincerely,


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Negative News for Customers Negative News for Customers - - ImprovedImproved


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Dear Charge Customers:

We at Golden West Print and Frame Shop appreciate the confidence you've shown in our past services, and we look forward to continuing to serve you in the future. One of the ways we have served our customers in the past was with in-house charge accounts. As a small but growing business, we have found that carrying our own credit has become quite costly.

Dear Charge Customers:

We at Golden West Print and Frame Shop appreciate the confidence you've shown in our past services, and we look forward to continuing to serve you in the future. One of the ways we have served our customers in the past was with in-house charge accounts. As a small but growing business, we have found that carrying our own credit has become quite costly.


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Rather than raise our prices to maintain that service, we have decided to eliminate in-house charge accounts in favor of bank credit cards. At no extra charge, you may now use either Visa or MasterCard in purchasing prints or frames.

Drop by soon and use your bank credit card to charge a selection from our new collection of museum-quality gilded wood frames.

Rather than raise our prices to maintain that service, we have decided to eliminate in-house charge accounts in favor of bank credit cards. At no extra charge, you may now use either Visa or MasterCard in purchasing prints or frames.

Drop by soon and use your bank credit card to charge a selection from our new collection of museum-quality gilded wood frames.


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Saying No to a Job Applicant Saying No to a Job Applicant - - ImprovedImproved


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Dear Mr. Franklin:

Ms. Sievers and I were pleased to interview you last Thursday and tell you something about the Maxwell Corporation and its operations.

Dear Mr. Franklin:

Ms. Sievers and I were pleased to interview you last Thursday and tell you something about the Maxwell Corporation and its operations.


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We were fortunate to have a number of well-qualified individuals apply for the position of human resources assistant. To fill this position, we hired a graduate of Texas Technical University who seemed to have the qualities we sought. We wanted to write you immediately to enable you to continue your job search.

We were fortunate to have a number of well-qualified individuals apply for the position of human resources assistant. To fill this position, we hired a graduate of Texas Technical University who seemed to have the qualities we sought. We wanted to write you immediately to enable you to continue your job search.


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You have our best wishes in finding exactly the right position to match your background and education.

Sincerely,

You have our best wishes in finding exactly the right position to match your background and education.

Sincerely,


Ch10 Negative News

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Transcript of Ch10 Negative News