1. Writing Bad-News Messages
Prentice Hall, 2005
Excellence in Business Communication

2. The Three-Step Process
Planning
Writing
Completing
Prentice Hall, 2005
Excellence in Business Communication

3. Strategies for Bad-News Messages
Convey the message
Gain acceptance
Maintain goodwill
Promote a good corporate image
Minimize future correspondence
Prentice Hall, 2005
Excellence in Business Communication

4. Audience-Centered Tone
The “You” attitude
Positive wording
Respectful language
Prentice Hall, 2005
Excellence in Business Communication

5. What is the “YOU” Attitude?
What’s in it for me (the reader)?
YOU Attitude: Focuses on Reader
Emphasizes what the receiver wants to know
How reader will be affected by message
Requires empathy (put yourself in their shoes)
NOT: I am shipping your order this afternoon.
BUT: Your order will arrive Friday.
Prentice Hall, 2005
Excellence in Business Communication

6. “YOU” Attitude: Reader Benefits
Emphasizing how the reader will benefit from doing as you ask
Especially when asking for a favor or refusing a request
Show them how they will benefit
NOT: We cannot afford to purchase an ad in your organization's directory.
BUT: Advertising exclusively through radio ads allows us to offer consumers like you the lowest prices on their cosmetics. Therefore, . . .
Prentice Hall, 2005
Excellence in Business Communication

7. Excellence in Business Communication
The “You” Attitude
Instead of this: To help us process this order, we must ask for another copy of the requisition.
Use this: So that your order can be filled promptly, please send another copy of the requisition.
Prentice Hall, 2005
Excellence in Business Communication

8. Excellence in Business Communication
The “You” Attitude
Instead of this: You should never use that type of paper in the copy machine.
Use this: That type of paper doesn’t work very well in the copy machine.
Prentice Hall, 2005
Excellence in Business Communication

9. Excellence in Business Communication
Not: We are opening the new fitness center on May 1.
But: You may begin working out in the new fitness center on May 1.
NOT: We cannot afford to purchase an ad in your organization's directory.
BUT: Advertising exclusively through radio ads allows us to offer consumers like you the lowest prices on their cosmetics. Therefore
Prentice Hall, 2005
Excellence in Business Communication

10. Emphasize the Positive
Instead of this: It is impossible to repair your vacuum cleaner today.
Use this: Your vacuum cleaner will be ready by Tuesday.
Prentice Hall, 2005
Excellence in Business Communication

11. Emphasize the Positive
Instead of this:
Cheap merchandise
Toilet paper
Used cars
High-calorie foods
Elderly person
Pimples and zits
Use this:
Bargain prices
Bathroom tissue
Resale cars
High-energy food
Senior citizen
Complexion problems
Prentice Hall, 2005
Excellence in Business Communication

12. Avoid Negative Expressions
Writers are sometimes unaware of the hidden messages that they send:
You overlooked…you are careless
You state that…but I don’t believe you
You failed to…you are careless
You claim that…it’s probably untrue
I am right…you do not understand
Your delay…you are at fault
Prentice Hall, 2005
Excellence in Business Communication

13. Excellence in Business Communication
The Direct Approach
State the bad news
Support the message
Close on a positive note
Prentice Hall, 2005
Excellence in Business Communication

14. Stressing Reader Benefits
Our 40 years of experience enables us to repair your sewing machine promptly and efficiently.
Your generous donation would help feed more hungry people in our community.
You can avoid the additional expense of a 2% late charge by paying your bill on time.
You can obtain a refund any time between 9 a.m. and 5 p.m.
Prentice Hall, 2005
Excellence in Business Communication

15. Excellence in Business Communication
The Indirect Approach
Begin with a buffer
Follow with reasons
State the bad news
Close in a positive way
Prentice Hall, 2005
Excellence in Business Communication

16. Possible Buffers for Opening Bad-News Messages
Appreciation
Agreement
Facts
Understanding
Prentice Hall, 2005
Excellence in Business Communication

17. Excellence in Business Communication
Begin With a Buffer
Things to do
Show appreciation
Pay attention
Compliment reader
Be empathetic
Show sincerity
Things to avoid
Saying “no”
A know-it-all tone
Wordy phrases
Apologies
Lengthy buffers
Prentice Hall, 2005
Excellence in Business Communication

18. Evaluating Buffer Statements
How effective is the following opening for a letter that refuses to grant credit?
Unfortunately, your application for credit has been reviewed negatively.
(Reveals the bad news bluntly and twice.)
Prentice Hall, 2005
Excellence in Business Communication

19. Evaluating Buffer Statements
How effective is the following opening for a letter that refuses to grant credit?
We are delighted to receive your application for credit.
(Gives the wrong impression.)
Prentice Hall, 2005
Excellence in Business Communication

20. Evaluating Buffer Statements
How effective is the following opening for a letter that refuses to grant credit?
The recent resurgence of interest in the stock market caught many of us by surprise.
(Is not relevant.)
Prentice Hall, 2005
Excellence in Business Communication

21. Evaluating Buffer Statements
How effective is the following opening for a letter that refuses a request for a donation?
Your request for a monetary contribution has been referred to me for reply.
(Fails to engage the reader.)
Prentice Hall, 2005
Excellence in Business Communication

22. Evaluating Buffer Statements
How effective is the following opening for a letter that refuses a request for a donation?
We appreciate the fine work your organization is doing to provide early childhood programs that meet the needs of parents and very young children.
(Compliments the reader but doesn’t imply approval.)
Prentice Hall, 2005
Excellence in Business Communication

23. Excellence in Business Communication
State the Bad News
De-emphasize the bad news
Use a conditional statement
Focus on the positive
Avoid blunt language
Prentice Hall, 2005
Excellence in Business Communication

24. Excellence in Business Communication
Follow With Reasons
Cover positive points
Provide relevant details
Highlight benefits
Minimize company policy
Avoid apologizing
Prentice Hall, 2005
Excellence in Business Communication

25. Excellence in Business Communication
Close With Confidence
Be sincere
Stay positive
Limit future correspondence
Be confident and optimistic
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Excellence in Business Communication

26. Excellence in Business Communication
Cultural Differences
Proper tone
Message organization
Cultural conventions
Prentice Hall, 2005
Excellence in Business Communication

27. Types of Bad-News Messages
Routine requests
Organizational news
Employment information
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Excellence in Business Communication

28. Excellence in Business Communication
Routine Requests
Business information
Invitations and favors
Prentice Hall, 2005
Excellence in Business Communication

29. Claims and Adjustments
Things to employ
Courtesy and tact
Indirect approach
Positive attitude
Understanding and respect
Things to avoid
Accepting blame
Accusations
Defamation
Negative language
Prentice Hall, 2005
Excellence in Business Communication

30. Excellence in Business Communication
Organizational News
Bad news about products
Bad news about company operations
Prentice Hall, 2005
Excellence in Business Communication

31. Recommendation Letters
Requested by businesses
Be direct
State facts
Requested by individuals
Practice diplomacy
Consider feelings
Prentice Hall, 2005
Excellence in Business Communication

32. Employment Applications
Use the direct approach
State reasons clearly
Suggest alternatives
Prentice Hall, 2005
Excellence in Business Communication

33. Excellence in Business Communication
Performance Reviews
Provide feedback
Review the job description
Set an action plan
Prentice Hall, 2005
Excellence in Business Communication

34. Negative Performance Reviews
Confront the problem
Plan the message
Respect privacy
Focus on the problem
Obtain commitment
Prentice Hall, 2005
Excellence in Business Communication

35. Excellence in Business Communication
Termination Letters
Express the decision
Give specific justification
Minimize negative feelings
Prentice Hall, 2005
Excellence in Business Communication