1. © 2007 by Nelson, a division of Thomson Canada Limited. Ch. 8-1 Chapter 8 Negative Messages

2. © 2007 by Nelson, a division of Thomson Canada Limited. Ch. 8-2 Resolving Business Problems Ê Call the individual involved. Ë Describe the problem and apologize. Ì Explain: Why the problem occurred. What you are doing to resolve it. How you will prevent the problem from happening again.

3. © 2007 by Nelson, a division of Thomson Canada Limited. Ch. 8-3 Resolving Business Problems Í Follow up with a letter that Documents details discussed in the phone call. Promotes goodwill.

4. © 2007 by Nelson, a division of Thomson Canada Limited. Ch. 8-4 The Indirect Strategy l Buffer opening l Reasons first in the body l Bad news follows in the body l Pleasant closing

5. © 2007 by Nelson, a division of Thomson Canada Limited. Ch. 8-5 Possible Buffers for Opening Bad-News Messages l Best news l Compliment l Appreciation l Agreement l Facts l Understanding l Apology

6. © 2007 by Nelson, a division of Thomson Canada Limited. Ch. 8-6 Evaluating Buffer Statements How effective is the following opening for a letter that refuses to grant credit? 1. Unfortunately, your application for credit has been reviewed negatively. (Reveals bad news bluntly)

7. © 2007 by Nelson, a division of Thomson Canada Limited. Ch. 8-7 Evaluating Buffer Statements How effective is the following opening for a letter that refuses to grant credit? 2. We are delighted to receive your application for credit. (Gives wrong impression)

8. © 2007 by Nelson, a division of Thomson Canada Limited. Ch. 8-8 Evaluating Buffer Statements How effective is the following opening for a letter that refuses to grant credit? 3. The recent resurgence of interest in the stock market caught many of us by surprise. (Is not relevant)

9. © 2007 by Nelson, a division of Thomson Canada Limited. Ch. 8-9 Evaluating Buffer Statements How effective is the following opening 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)

10. © 2007 by Nelson, a division of Thomson Canada Limited. Ch. 8-10 Evaluating Buffer Statements How effective is the following opening for a letter that refuses a request for a donation? 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)

11. © 2007 by Nelson, a division of Thomson Canada Limited. Ch. 8-11 Presenting the Reasons l Be cautious in explaining. l Cite reader benefits, if possible. l Explain company policy, if relevant. l Choose positive words. l Show that the matter was treated seriously and fairly.

12. © 2007 by Nelson, a division of Thomson Canada Limited. Ch. 8-12 Cushioning the Bad News l Avoid the spotlight. Put the bad news in the middle of a paragraph halfway through the message. Use a long sentence. Don’t put the bad news in a short, simple sentence.

13. © 2007 by Nelson, a division of Thomson Canada Limited. Ch. 8-13 Cushioning the Bad News 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.

14. © 2007 by Nelson, a division of Thomson Canada Limited. Ch. 8-14 Cushioning the Bad News l Use the passive voice. Instead of this: We cannot make a contribution at this time. Try this: A contribution cannot be made at this time.

15. © 2007 by Nelson, a division of Thomson Canada Limited. Ch. 8-15 Cushioning the Bad News l Accentuate the positive. Instead of this: We will not accept returned merchandise without a receipt. Try this: We are happy to accept returned merchandise with a receipt.

16. © 2007 by Nelson, a division of Thomson Canada Limited. Ch. 8-16 Cushioning the Bad News l Imply the refusal. Instead of this: We cannot contribute to your charity this year. Try this: Although all our profits must be reinvested in our company this year, we hope to be able to support your future fund-raising activities.

17. © 2007 by Nelson, a division of Thomson Canada Limited. Ch. 8-17 Cushioning the Bad News l Suggest an alternative. Although the product ordered cannot be sold at the incorrectly listed price of $18, we can allow you to purchase this $218 item for only $118.

18. © 2007 by Nelson, a division of Thomson Canada Limited. Ch. 8-18 Using the Passive Voice l Passive-voice verbs focus attention on actions rather than on personalities. They are useful in being tactful. Active voice: I cannot allow you to return the VCR because.... Passive voice: Return of the VCR is not allowed because....

19. © 2007 by Nelson, a division of Thomson Canada Limited. Ch. 8-19 Using the Passive Voice l Passive-voice verbs focus attention on actions rather than on personalities. They are useful in being tactful. Active voice: Ryan checked the report, but he missed the error. Passive voice: The report was checked, but the error was missed.

20. © 2007 by Nelson, a division of Thomson Canada Limited. Ch. 8-20 Using the Passive Voice Notice that passive-voice verb phrases always include “helper” verbs.

21. © 2007 by Nelson, a division of Thomson Canada Limited. Ch. 8-21 Using the Passive Voice l Examples of “helper” verbs forming passive voice: The report was checked. The schedule is being revised. Invitations were sent.

22. © 2007 by Nelson, a division of Thomson Canada Limited. Ch. 8-22 Try Your Skill Convert the following statement from active to passive voice. Ê 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.

23. © 2007 by Nelson, a division of Thomson Canada Limited. Ch. 8-23 Try Your Skill Convert the following statement from active to passive voice. Ë We cannot process your application this month. Your application cannot be processed this month.

24. © 2007 by Nelson, a division of Thomson Canada Limited. Ch. 8-24 Try Your Skill Convert the following statement from active to passive voice. Ì 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.

25. © 2007 by Nelson, a division of Thomson Canada Limited. Ch. 8-25 Try Your Skill Convert the following statement from active to passive voice. Í Mark made a programming error that delayed our project. A programming error was made that delayed our project.

26. © 2007 by Nelson, a division of Thomson Canada Limited. Ch. 8-26 Closing Bad-News Messages Avoid endings that sound superficial, insincere, inappropriate, or self-serving. Try to personalize the closing with: A forward look. An alternative to the refusal. Good wishes. Special offers. Resale or sales promotion.

27. © 2007 by Nelson, a division of Thomson Canada Limited. Ch. 8-27 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 reasons.

28. © 2007 by Nelson, a division of Thomson Canada Limited. Ch. 8-28 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 de-emphasizing the bad news, using the passive voice, accentuating the positive, or implying a refusal.

29. © 2007 by Nelson, a division of Thomson Canada Limited. Ch. 8-29 Writing Plan for Refusing Requests or Claims Alternative Suggest a compromise or substitute, if possible. Closing Renew good feelings with a positive statement. Avoid referring to the bad news. Look forward to continued business.

30. © 2007 by Nelson, a division of Thomson Canada Limited. Ch. 8-30 Example - Refusal of Request for Cash Refund Dear Mr. Riccio: You are one of nearly 500 individuals who took advantage of our membership campaign and joined the MegaGym physical fitness program. We're glad that you have been able to use our outstanding training equipment and our workout classes for the past seven months.

31. © 2007 by Nelson, a division of Thomson Canada Limited. Ch. 8-31 Example - Refusal of Request for Cash Refund Because of the success of our membership campaign, we have been able to add a number of state-of-the-art equipment units, including a high- tech motorized treadmill with a computer that monitors a jogger's progress. This and other improvements to MegaGym depend on the contracts signed by individuals like you. We hire employees, schedule workouts, and purchase equipment based on the number of contract memberships in effect.

32. © 2007 by Nelson, a division of Thomson Canada Limited. Ch. 8-32 Example - Refusal of Request for Cash Refund To allow membership contracts to be broken would make it impossible for us to fulfill our commitments to our employees and to our members. Although your contract payment cannot be refunded, we can deactivate your membership. When you return from your

33. © 2007 by Nelson, a division of Thomson Canada Limited. Ch. 8-33 Example - Refusal of Request for Cash Refund To allow membership contracts to be broken would make it impossible for us to fulfill our commitments to our employees and to our members. Although your contract payment cannot be refunded, we can deactivate your membership. When you return from your overseas assignment, you may resume your active status and use the remaining five months of your membership.

34. © 2007 by Nelson, a division of Thomson Canada Limited. Ch. 8-34 Example - Refusal of Request for Cash Refund Enclosed is a form for you to return regarding the status of your membership. You can count on MegaGym to help you get back in shape when you are able to resume your membership. Sincerely,

35. © 2007 by Nelson, a division of Thomson Canada Limited. Ch. 8-35 Points to Notice in the Letter The buffer contains positive but neutral statements. The transition repeats the expression membership campaign, a key idea from the opening. The explanation is logical and objective.

36. © 2007 by Nelson, a division of Thomson Canada Limited. Ch. 8-36 Points to Notice in the Letter The refusal is softened by position, wording, and alternative. The goodwill closing focuses on making the alternative easy to accept.

37. © 2007 by Nelson, a division of Thomson Canada Limited. Ch. 8-37 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 or word that leads from the opening to the reasons.

38. © 2007 by Nelson, a division of Thomson Canada Limited. Ch. 8-38 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.

39. © 2007 by Nelson, a division of Thomson Canada Limited. Ch. 8-39 Writing Plan for Announcing Bad News to Customers and Employees Alternative Suggest a compromise, alternative, or substitute, if possible. Closing Look forward positively. Provide information about an alternative, if appropriate.

40. © 2007 by Nelson, a division of Thomson Canada Limited. Ch. 8-40 When to Use the Direct Pattern for Bad-News Messages When the bad news is not damaging. When the receiver may overlook the bad news. When organization policy suggests directness. When the receiver prefers directness. When firmness is necessary.

41. © 2007 by Nelson, a division of Thomson Canada Limited. Ch. 8-41 End