1. BUSINESS COMMUNICATION SECOND CANADIAN EDITION Part III: Writing for special purposes Chapter Seven: Writing about bad news Original Slides by Gates Stoner Pima Community College Adapted by Alan T. Orr

2. 8-2 Objectives of this Chapter Learn to use the indirect pattern to deliver negative messages Learn to use the direct approach to deliver negative news Recognize common types of negative letters 1

3. 8-3 Types of Bad News Distressing information Denial of a request Poor performance review “Bad news isn't wine. It doesn't improve with age.” ~ Colin Powell 2

4. 8-4 Indirect or Direct Approach? Direct: –Bad news “up front” –No buffer statement before negative news Indirect: –Bad news in the middle –Begins and ends with a buffer statement to soften the negative news 3

5. 8-5 Buffer Statements A positive or neutral statement that serves as a starting place for a negative response or message Example: “The applicants for the position were all extremely well qualified.” 4

6. 8-6 Delivering the “No” If appropriate, offer a brief explanation Use clear, decisive wording Suggest solutions/ alternatives Close with a message of goodwill / appreciation 5

7. 8-7 Declining an Order 1.Begin with positive buffer 2.State what you can & cannot provide 3.Include helpful explanations or qualifications 4.Conclude with statement of goodwill, appreciation, or a brief sales message Figure 8.3 6

8. 8-8 Negative Claim Responses Without bias, assess whether the claim is justified Avoid language that may cause you and your company future problems Keep your answer courteous and businesslike 7

9. 8-9 Follow-Up Letters Negative letters can often result in a reply. In these cases: –Resist the temptation to be defensive –Assess the situation –Carefully plan a response 8

10. 8-10 Follow-Up Letters Possible responses: 1.Rephrase your original explanation 2.Provide the additional information requested 3.Refer the matter to someone else 9

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