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1 Chapter 11 Negative News David Gadish, Ph.D.. Ch. 11, Slide 2 Goals in Communicating Bad News To make the reader understand and accept the bad news.

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Presentation on theme: "1 Chapter 11 Negative News David Gadish, Ph.D.. Ch. 11, Slide 2 Goals in Communicating Bad News To make the reader understand and accept the bad news."— Presentation transcript:

1 1 Chapter 11 Negative News David Gadish, Ph.D.

2 Ch. 11, Slide 2 Goals in Communicating Bad News To make the reader understand and accept the bad news To promote and maintain a good image of the writer and the writers organization To make the message so clear that additional correspondence is unnecessary To avoid legal liability

3 Ch. 11, Slide 3 Buffer The Indirect Pattern

4 Ch. 11, Slide 4 Buffer Reasons The Indirect Pattern

5 Ch. 11, Slide 5 Buffer Reasons Bad News The Indirect Pattern

6 Ch. 11, Slide 6 Buffer Reasons Bad News Close The Indirect Pattern

7 Ch. 11, Slide 7 The 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

8 Ch. 11, Slide 8 The Indirect Pattern CLOSE – a personalizing, forward- looking, pleasant statement

9 Ch. 11, Slide 9 Avoiding Three Causes of Legal Problems

10 Ch. 11, Slide 10 Avoiding Three Causes of Legal Problems 1.Abusive language Defamation – use of any language that harms a persons reputation Libel – written defamation Slander – spoken defamation 2.Careless language Statements that are potentially damaging or that could be misinterpreted (the factory is too hazardous for tour groups).

11 Ch. 11, Slide 11 Avoiding Three Causes of Legal Problems 3.Good-guy syndrome Statements that ease your conscience or make you look good (I thought you were an excellent candidate, but we had to hire... ).

12 Ch. 11, Slide 12 Acting Cautiously As an agent of an organization, be sure your views reflect those of your organization. Use plain paper for your personal views or personal business. Avoid supplying information that could be misused. Dont admit or imply responsibility without checking with legal counsel.

13 Ch. 11, Slide 13 Refusing Routine Requests

14 Ch. 11, Slide 14 Buffer Pay a compliment, show appreciation for past action, or refer to something mutually understood. Avoid raising false hopes. Avoid thanking the receiver for something you are about to refuse.

15 Ch. 11, Slide 15 Reasons Explain why the request must be denied, without revealing the refusal. Avoid negativity (unfortunately, impossible). Show how your decision benefits the receiver or others, if possible.

16 Ch. 11, Slide 16 Bad News Soften the bad news by (1) subordinating it (although we cant loan our equipment, we wish you well in...). (2) using the passive voice (office equipment cant be loaned, but...). (3) embedding it in a long sentence or paragraph.

17 Ch. 11, Slide 17 Bad News Consider implying the refusal, but be certain it is clear. Suggest an alternative, if one exists.

18 Ch. 11, Slide 18 Close 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.

19 Ch. 11, Slide 19 Sending Bad News to Customers

20 Ch. 11, Slide 20 Buffer Express appreciation for the customers patronage or for his or her writing. Show agreement on some point, review the facts, or show understanding.

21 Ch. 11, Slide 21 Reasons Justify the bad news with objective reasons (except in credit denials). Use resale, if appropriate, to restore the customers confidence. Avoid blaming the customer or hiding behind company policy. Look for reader benefits.

22 Ch. 11, Slide 22 Bad News State the bad news objectively or imply it. Use resale or sales promotion only if you think doing so will not be offensive.

23 Ch. 11, Slide 23 Close Suggest an action or an alternative. Look forward to future business, offer best wishes, refer to gifts. Dont mention the bad news.

24 Ch. 11, Slide 24 Managing Negative Organization News

25 Ch. 11, Slide 25 Buffer Provide some good news (if possible), praise, appreciation, agreement, or understanding. Discuss facts leading to the reasons section.

26 Ch. 11, Slide 26 Reasons Explain what caused the decision necessitating the bad news. Use objective, nonjudgmental, and nondiscriminatory language. Show empathy and fairness.

27 Ch. 11, Slide 27 Bad News Explain the bad news clearly, but dont accentuate it. Avoid negative language.

28 Ch. 11, Slide 28 Close End on a positive, friendly note. For job refusals, extend good wishes.

29 Ch. 11, Slide 29 Ineffective Customer Request Refusal Before Version

30 Ch. 11, Slide 30 Dear Mr. Waters: Unfortunately, we cannot allow you to apply the lease payments youve 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 couldnt stay in business long if we agreed to proposals such as yours. Youve 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 thats more within your price range. Do give us a call. Sincerely, Dear Mr. Waters: Unfortunately, we cannot allow you to apply the lease payments youve 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 couldnt stay in business long if we agreed to proposals such as yours. Youve 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 thats more within your price range. Do give us a call. Sincerely, Customer Request Refusal: Before Version

31 Ch. 11, Slide 31 Critical Thinking Questions 1. What is the purpose of the previous letter? What goals should the sender have? 2. What prevents this letter from achieving those goals? 3. What pattern of development would work best for this letter? Has it been followed? 4. What idea could be used as a buffer to open an improved version of this letter? Write a buffer. 5. How could the bad news be subordinated? Write a statement that subordinates the bad news. 6. What friendly news could be used in the closing? Write a closing statement.

32 Ch. 11, Slide 32 Improved Customer Request Refusal After Version

33 Ch. 11, Slide 33 Dear Mr. Waters: Were happy to learn that you are enjoying the use of the Sako copier youve been leasing for the past ten months. Like our many other customers, you have discovered that Sako copiers offer remarkable versatility and reliability. One of the reasons were 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 Dear Mr. Waters: Were happy to learn that you are enjoying the use of the Sako copier youve been leasing for the past ten months. Like our many other customers, you have discovered that Sako copiers offer remarkable versatility and reliability. One of the reasons were 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 Customer Request Refusal: After Version

34 Ch. 11, Slide 34 that are within your price range. The Sako 400 delivers the same reliability with nearly as many features as the Sako 600. Please let us demonstrate the Sako 400 to your staff in your office, Mr. Waters. Our representative, Tracy Wilson, will call you soon to arrange a time. Sincerely, that are within your price range. The Sako 400 delivers the same reliability with nearly as many features as the Sako 600. Please let us demonstrate the Sako 400 to your staff in your office, Mr. Waters. Our representative, Tracy Wilson, will call you soon to arrange a time. Sincerely, Customer Request Refusal: After Version

35 Ch. 11, Slide 35 End


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