Maintaining Goodwill in Bad-News Messages Chapter 8 Maintaining Goodwill in Bad-News Messages 8-1 © 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.

Indirect Order: When to Use It? Indirect Order- Some preceding thoughts and explanation before a message is presented. A bad-news message usually should use indirect order Bad news is unpleasant. Preparatory words or explanations ease the reader into the news. Some exceptions may remain depending on the buyer seller relationship. However we will look at the general cases

The General Format: Indirect Order Begin with a strategic buffer An opening that identifies the subject of the message Could be a neutral buffer (simple acknowledging that the previous message was received) Or a positive buffer (Thanking for being a valued customer) Set up the negative news There must be a reason why you are saying ‘no’ Have an explanation so that by the time the negative arrives your reader is already prepared for it.

The General Format: Indirect Order Present the bad news positively. The bad news is now a logical outcome after the explanation Try to avoid the use of ‘second person’ when refusing and use ‘first/third person’ ‘Since you have broken the seal, state law prohibits from taking returns’ vs. ‘State law prohibits us from taking returns of broken seals’ There are positive ways of saying No (Chapter 4), use them

The General Format: Indirect Order Offer an alternative solution If there is anything you can do to help- mention it Taking time to help the reader shows sincerity and goes to build goodwill End with goodwill, specifically adapted As for all other messages end with goodwill

Different Types of Indirect Orders Click to edit Master title style Different Types of Indirect Orders Indirect Order Refused Requests Credit Refusals Adjustment Refusals Negative Announcements

Refused Requests & Format The Refusal of a Request is definitely bad news. Your reader has asked for something and you have to say no. Begin with words that indicate that this is a response to a message, be as neutral as you can. Present your justification or explanation using positive language Refuse clearly, using as much of a non-negative tone Provide alternative solutions if possible End with goodwill.

Credit Refusals & Format Credit is tied to personal characteristics, such as stability, economic situation and trustworthiness. So, unless skillfully handled, a credit refusal can be viewed as a personal insult. Begin with words that lead up to the explanation (Such as a Thank you for the request) Present the explanation Refuse tactfully If applicable present alternatives End with goodwill

Adjustment Refusals & Format These are special type of refused requests. The reader has made a claim for an adjustment/ a refund and the claim is being denied. Begin with words that are on the subject, neutral, and that set up the message Present the strategy that explains, put facts and policies Refuse clearly and as positively as you can End with friendly and forward looking words

Negative Announcements & Format Occasionally businesses have to provide bad news to customers or employees. (discontinuation of a product, product price increase etc.) Start with a buffer that sets up the explanation of the bad news. Cover the bad news as positively but clearly. Help resolve any problem the bad news creates. End with forward-looking, friendly words.