chap6_students english write bad news message

8/2/2019 Chap6_students English Write Bad News Message

1/22

chapter

Writing Bad-News Messages

six

Using tact and courtesy helps the reader accept bad news.6-1


2/22

Overview

Why Indirect Order for Bad News Messages

A General Indirect Order Plan

Adaptations of the General Plan to SpecificSituations

Indirect Claims

Refused Requests

Adjustment Refusals

Negative Announcements

6-2


3/22

Bad News Message Usually in the

Indirect Order

Bad news is received more positively whenpreceded by explanation.

Cushioning the bad news showsconsideration for your readers feelings.

6-3


4/22

But Exceptions Can Be Made

Examples

When the message will be routinely accepted

When you know frankness is wanted

6-4


5/22

The General Indirect Plan

Begin with a strategic buffer

Words that acknowledge any preceding messages

and

set up your strategy

Develop the strategy

Present the bad news positively

Offer an alternative when possible

End with goodwill, specifically adapted

6-5


6/22

Preliminary Considerations in

Making a Indirect Claim

A product or service has given you a problem andyou anticipate resistance.

It may take a large amount of money or time to

correct them. The facts of the case may be unusual, so the company

has not established a policy for handling it.

The times could be tough, making the reader lesslikely to adjust the claim.

These negative situations of the case supportindirectness.

6-6


7/22

The message plan:

An Indirect Claim

Begin with a buffer that identifies the problem

and sets up the rest of the message.

Explain the factsenough to permit a decision. Seek corrective action, either by stating what you

want or want done.

End positivelyon a friendly but firm note.

Body

Closing

Opening

6-7


8/226-8

Ms. Ott:

Sending gifts to both friends and clients has long been a practice Ive enjoyed and counted on

your companys products for many of them over the years

http://[email protected]

Alison Ott

Please correct this issue right away. I ask that you write each of the recipients of my gifts,refunding their money and explaining what happened. Then, send copies of your letters and thetotal bill to me.

You will have my gratitude for putting me back in the good graces of the Bannisters.

Leonard Deftos

From your invoice of August 7, I see that you have sent my gifts Collect on Delivery (COD). Ineed your friendly help in restoring face. Please refer to my original order of July 31 (copyattached) to see that the Madam Butterfly jewel box for Ms. Marina Smith and the Pipersmoking jacket for Mr. Zeke Smith were clearly specified for prepaid shipment. You were toinclude the bill for these items on my credit card, along with the charge for the Black Diamonddesk sent to me.

Billing correction for shipment under Invoice X13771
http://[email protected]/http://[email protected]/


9/22

Brief Review of a Procedure for a

Refused Request

Preliminary considerations:

The news is bad.

The reader wants something; you must refuse.

Your goals are:

to say no, and

to maintain goodwill.

The first goal is easy; the second requires tact.

You must present reasons that will convince.

6-9


10/22

Indirect Plan for Bad News

Begin with words that identify the subject,

are neutral, and set up the message.

Present reasons using positive language and

you-viewpoint.

Refuse clearly and positively, embedding

where possible to de-emphasize the negative.

Include a counterproposal or compromise

when appropriate.

End with an adapted goodwill comment.

The message plan:

Opening

Body

Closing

6-10


11/226-11

Mr. Bragg,

Your study of the progress of State University graduates sounds very useful andinteresting. As you know, we employ many State graduates here at S&L. We are

pleased that you would ask our help in your efforts.

[email protected]

In reviewing the requirements of your project, we find that it would be necessary tosearch through the personnel files of each of our 10,000 employees. As our regularstaff is already working at capacity, may we suggest that we make our files availableto you or your representatives? We would ask only that you protect the

confidentially of the information in the files. We would be pleased to give youworking space in the records center. And we would assure you of the cooperationand assistance of our records personnel.

As another alternative, may we suggest that you use a part-time student worker who isalready acquainted with our files? From time to time, Ms. Mary Mahoney

Request for alumni information

[email protected]


12/226-12

A Tactful, Courteous Refusal (2 of 2)

Please let us know how we may help you complete your project. We look

forward to reading the results in the Alumni Bulletin.

Terry

As another alternative, may we suggest that you use a part-time studentworker who is already acquainted with our file system? From time to time,

Mary Sunderland has worked in our file center. We estimate that she could do

your work in about five weeks, working her customary twenty hours a week.

The cost would be about $900. If you prefer this arrangement, we would be

pleased to send you her contact information.

has worked in our records center. And we would assure you of the

cooperation and assistance of our records personnel.

[email protected]

Request for alumni information

[email protected]


13/22

Preliminary Considerations in Writing

Adjustment Refusals

The decision has been made to refuse an

unjustified claim.

The news is bad.

The goal is to present the bad news in a

positive way.

Thus, you must think through the situation to

develop a strategy to explain or justify the

decision.

6-13


14/22

Brief Review of Procedure for

Adjustment Refusals

Begin with words that

are on subject,

are neutral, and set up the message.

Present the strategy that will explain or justify.

Make it factual and positive.

Lead systematically to the refusal. Then refuse--clearly and positively.

End with forward-looking, friendly words.

The message plan:Opening

Body

Closing

6-14


15/226-15

An Indirect, Courteous, and Clear

Adjustment Refusal (1 of 2)

Mr. Luce,

Certainly, we understand the concern expressed in your May 11 letter aboutgetting just the right paneling for your new office building. That is why we doeverything we can to ensure that our clients are pleased with the materialsthey purchase from us.


Special paneling concern

In cases where customers have purchased from our regular stock, it is usually asimple matter to allow product returns. In your case, your architect specified amost unusual and distinctive finish. His specifications were very detailed, andwe followed them to the letter. Although the finished paneling is genuinelybeautiful, it is unique and cannot go into our regular stock. For this reason, wemust consider the sale final. At this point, any adjustment in this case must bebetween you and your architect.

http://[email protected]/http://[email protected]/http://[email protected]/http://[email protected]/http://[email protected]/


16/226-16

An Indirect, Courteous, and Clear

Adjustment Refusal (2 of 2)

We are grateful that you chose J&V products for your distinctive building.We stand ready to meet your future needs to the letter.

Dominic Terrado

regular stock. For this reason, we must consider the sale final. At this point, anyadjustment in this case must be between you and your architect.


Special paneling concern

http://[email protected]/http://[email protected]/http://[email protected]/http://[email protected]/


17/22


They are the presentations of bad news to

customers or employees.

Generally, they follow the indirect pattern

especially if news is very disappointing.

Thus, they follow the strategies previously

reviewed.

6-17


18/226-18

Typical Indirect Strategy for


The message plan:

Opening

Body

Closing

Start with a buffer that sets up an

explanation of the bad news.

Present the justification.

Cover the bad news positively but clearly.

Help resolve any problem the bad news

creates.

End with appropriate goodwill.


19/22

Direct Negative Announcements

Sometimes justified

if news is expected

when news is insignificant

when news may have positive possibilities

6-19


20/226-20

As you know, J&J Training succeeds because of you, our expert staff. Thanks to

your efforts and the positive reputation youve built for our company, J&J

continues to attract a relatively healthy clientele even in these economicallychallenging times.

To ensure our success through this economic slump, we need to minimize

expenses while also staying at the top of our game. One item in our budget that I

believe we can trim without compromising our competitive edge is our travel

expenses. Last year, travel to industry seminars cost J&J over $32,000. Thesetrips enabled us to learn about the latest tools and teaching strategies, which are

essential in our business. On the other hand, spending so much on this budget

item takes support away from other functions, such as marketing and equipment

maintenance, that are also critical to what we do.

J&J Training Staff

Smarter Use of Our Travel Money



21/226-21

Attached to this email is a new travel authorization form. Youll see that one part of the

form asks you to verify that no comparable online substitute is available for the

conference or event that you wish to attend. The form also includes a space where you

can explain why it is important that you attend this particular event. I hope that using

this form will enable us to trim a sizable amount off our travel expenses while still

enabling us to stay abreast of the latest developments in our industry.

Overall, J&J is holding steady, even in this challenging economy. I appreciate your efforts

to trim expenses where possible while continuing to deliver the kind of training that

keeps our clients coming back and recommending us to others.

Jim

J&J Training Staff

Smarter Use of Our Travel Money

Fortunately, many of the organizations and companies who host the seminars we attend

also offer online equivalents. For example, through the ASTD, one can purchase a two-

hour webinar on training strategies for $200, which not only saves all travel expenses but

also lets several people participate for one registration fee. The materials that can be

downloaded from these seminars can also be shared.



22/22

6 22

Refusal Strategy Adapted to Another

Situation Refusal of a Discount

Mr. Mertz:

Thank you for your check for $945.07 on Invoice C 2010.

When reviewing your account, we found that the amount you paid includeda 10% discount on the total amount charged. As noted on the invoice, the

discount is allowed only when payment is made within ten days of billing.

As Invoice C2010 is now 45 days past this date, we are crediting your

account with $945.07, leaving an unpaid balance of $29.23. Please send us

this remainder as soon as possible.Working with you and your excellent organization, Mr. Mertz, is always a

pleasure. We look forward to serving you again soon. Jessica Gomez

Jason Mertz

Payment on Invoice C2010

http://[email protected]/http://[email protected]/http://[email protected]/http://[email protected]/http://[email protected]/

chap6_students english write bad news message

Documents