1. Chapter 7
Negative Messages

2. Resolving Business Problems
Call the individual involved
Describe the problem and apologize
Explain:
Why the problem occurred
What you are doing to resolve it
How you will prevent the problem from happening again
Follow up with a letter that
Documents details discussed in the phone call.
Promotes goodwill.

3. The Indirect Strategy
Buffer
Reasons
Bad News
Closing

4. Possible Buffers for Opening Bad-News Messages
Best news
Appreciation
Agreement
Facts
Understanding
Apology

5. Evaluating Buffer Statements
How effective are the following openings for a letter?
1. Unfortunately, your application for credit has been reviewed negatively. (Reveals bad news bluntly)
2. We are delighted to receive your application for credit.
(Gives wrong impression)
3. The recent resurgence of interest in the stock market caught many of us by surprise. (Is not relevant)

6. Evaluating Buffer Statements
How effective are the following openings for a letter that refuses a request for a donation?
1. Your request for a monetary contribution has been referred to me for reply. (Fails to engage reader)
2. 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 reader but doesn’t imply approval)

7. Presenting the Reasons
Be cautious in explaining
Cite reader benefits, if possible
Explain company policy, if relevant
Choose positive words
Show that the matter was treated seriously and fairly

8. Techniques for Deemphasizing Bad News
Avoid the spotlight by placing the bad news in the middle of a paragraph halfway through the message.
Use a long sentence
Place the bad news in a subordinate clause
Although we have no position for an individual with your qualifications at this time, we are pleased that you thought of us when you started your job search.
Use the passive voice
A contribution cannot be made at this time.

9. Techniques for Deemphasizing Bad News
Be clear
Credit cannot be given for returned items.
Imply the refusal
Our lawn mowers are only sold through dealers such as HomeCo, Inc.
Suggest an alternative
Rona sells a wide variety of lawn mowers.
Use passive voice verbs
Patients will be examined when their health care number is verified.

10. Using the Passive Voice
Examples of “helper” verbs forming passive voice:
The report was checked.
The schedule is being revised.
Invitations were sent.
Convert the following statement from active to passive voice.
I am unable to make a cash contribution this year because of unusually high taxes.
A cash contribution cannot be made this year because of unusually high taxes.

11. Try Your Skill
Convert the following statement from active to passive voice.
We cannot process your application this month.
Your application cannot be processed this month.
I have examined your employment record and found that you have little cost accounting experience.
Examination of your employment record has revealed that you have little cost accounting experience.
Mark made a programming error that delayed our project.
A programming error was made that delayed our project.

12. Closing Bad-News Messages
Avoid endings that sound canned, insincere, inappropriate, or self-serving. Try to personalize the closing with:
A forward look.
An alternative to the refusal.
Good wishes.
Freebies.
Resale or sales promotion.

13. Writing Plan for Refusing Requests or Claims
Buffer
Start with a neutral statement on which both reader and writer can agree, such as a compliment, an expression of appreciation, a quick review of the facts, or an apology.
Transition
Try to include a key idea or word that acts as a transition to the explanation.

14. Writing Plan for Refusing Requests or Claims
Reasons
Present valid reasons for the refusal, avoiding words that create a negative tone.
Include resale or sales promotion, if appropriate.
Bad News
Soften the blow by positioning the bad news strategically, using the passive voice, accentuating the positive, or implying a refusal.

15. Writing Plan for Refusing Requests or Claims
Alternative
Suggest a compromise or substitute, if possible.
Closing
Renew good feelings with a positive statement.
Look forward to continued business.
Avoid referring to the bad news.

16. Writing Plan for Announcing Bad News to Customers and Employees
Buffer
Open with a compliment, appreciation, facts, or some form of good news.
Transition
Include a key idea that leads from the opening to the reasons.

17. Writing Plan for Announcing Bad News to Customers and Employees
Reasons
Explain the logic behind the bad news.
Use positive words.
Try to show reader benefits, if possible.
Bad News
Position the bad news so that it does not stand out. Consider implying the bad news.

18. Writing Plan for Announcing Bad News to Customers and Employees
Alternative
Suggest a compromise or substitute, if possible.
Closing
Look forward positively.
Provide information about an alternative, if appropriate.