Bad messages letter writing

8/8/2019 Bad messages letter writing

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The ThreeThe Three--Step ProcessStep Process

PlanningPlanning

WritingWriting

CompletingCompleting

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The objective of a badThe objective of a bad--news messagenews message

is to convey the bad news withoutis to convey the bad news withoutbruising the reader·s feelingsbruising the reader·s feelings

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Organizing BadOrganizing Bad--News MessagesNews Messages



Three Goals When Delivering Bad NewsThree Goals When Delivering Bad News

Convey the bad newsConvey the bad news

Gain acceptance for the bad newsGain acceptance for the bad news

MaintainMaintain goodwill by adopting a ýouµgoodwill by adopting a ýouµattitudeattitude

Emphasize audience goals, not the company·sEmphasize audience goals, not the company·s

Look for the best in your audienceLook for the best in your audience Choose appropriate tone and organizationChoose appropriate tone and organization

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Tone Can Ease DisappointmentTone Can Ease Disappointment

Tone has an impactTone has an impacton your audienceon your audience

Makes audienceMakes audienceagree that decisionagree that decisionis fairis fair

Leaves them with aLeaves them with a

positive attitudepositive attitude

Word choice modifiesWord choice modifies your tone your tone

Phrase thingsPhrase things

positivelypositively

Avoid words that Avoid words thataccuseaccuse

Show how audienceShow how audience will benefit will benefit

Avoid the word ýouµ if Avoid the word ýouµ ifit sounds accusativeit sounds accusative

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Organization Varies with AudienceOrganization Varies with Audience

Use indirect approach when audienceUse indirect approach when audience

Is emotionally involvedIs emotionally involved

Will be displeased by the bad newsWill be displeased by the bad news

Use direct approach when audienceUse direct approach when audience

Prefers bad news firstPrefers bad news first

Is emotionally uninvolvedIs emotionally uninvolved Will be unaffected by the bad newsWill be unaffected by the bad news

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Organization Varies with SituationOrganization Varies with Situation

Use direct approach forUse direct approach for Internal memosInternal memos

Routine messages to other businessesRoutine messages to other businesses

Situations that demand firmnessSituations that demand firmness ² ² Rejecting job applicantsRejecting job applicants

² ² Refusing to write recommendation lettersRefusing to write recommendation letters

Use indirect approach forUse indirect approach for

Bad news about orders or productsBad news about orders or products Denials of routine requests or invitationsDenials of routine requests or invitations Refusals of claim adjustments or creditRefusals of claim adjustments or credit Bad news about peopleBad news about people

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Four Parts of Indirect OrganizationFour Parts of Indirect Organization

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Buffer

Begin with a

neutral or

positive

statement.

Reasons

Logically,

neutrally, and

briefly explain

the reasons

for bad news.

Bad News

State the bad news

clearly and concisely.

Emphasize any good

news; de-emphasize

bad news.

Positive Close

Close with a

positive, pleasant,

forward-looking

statement.

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Three Parts of Direct OrganizationThree Parts of Direct Organization

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Reasons

Explain the

reasons for the

bad news. Offer

some alternatives

if you can.

Bad news

State the bad

news up front.

Positive Close

Close with a positive

statement³something

aimed at soothing the

reader. Express interest

or encouragement .

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Communicating the Bad NewsCommunicating the Bad News

When providing bad news toWhen providing bad news to

customers, your goal is to make themcustomers, your goal is to make themfeel good about continuing to dofeel good about continuing to do

business with you.business with you.

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Claims and AdjustmentsClaims and Adjustments

Things to employThings to employ

Courtesy and tactCourtesy and tact

Indirect approachIndirect approach

Positive attitudePositive attitude

Understanding andUnderstanding and

respectrespect

Things to avoidThings to avoid

Accepting blame Accepting blame

Accusations Accusations

DefamationDefamation

Negative languageNegative language

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Bad News about OrdersBad News about Orders

Focus on what can be done rather than onFocus on what can be done rather than on

what cannot be done what cannot be done

Work toward eventual sale comparable toWork toward eventual sale comparable tooriginal orderoriginal order

Make instructions or additionalMake instructions or additional

information clearinformation clear

Keep audience interestedKeep audience interested

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Bad News about PeopleBad News about People

Four types of unfavorable newsFour types of unfavorable news

Refusal to write recommendation lettersRefusal to write recommendation letters

Rejection of job applicantsRejection of job applicants

Termination of employeesTermination of employees

Negative performance reviewsNegative performance reviews

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Negative Performance ReviewsNegative Performance Reviews

Confront problem immediatelyConfront problem immediately

Plan your messagePlan your message

Deliver message in privateDeliver message in private

Focus on the problemFocus on the problem

Mention employee·s positive pointsMention employee·s positive points

Suggest ways to improveSuggest ways to improve

Ask for employee·s commitment Ask for employee·s commitment

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BufferBuffer

The buffer covers a point that the readerThe buffer covers a point that the reader

and the writer can agree on.and the writer can agree on.

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Thank you for your letter describing theproblem with your portable Sony CDWalkman. We believe, as you do, that

electronic equipment should be built tolast. That¶s why we stand behind our products with a 90-day warranty.



ReasonsReasons

The reasons put the bad news in aThe reasons put the bad news in a

favorable lightfavorable light

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Even though your Walkman is a year oldand therefore out of warranty, we canstill help.



Possible BuffersPossible Buffers

Express appreciationExpress appreciation

Assure audience that the matter was Assure audience that the matter was

given careful considerationgiven careful consideration Compliment audienceCompliment audience

Express understanding of the situationExpress understanding of the situation

and the audience·s needsand the audience·s needs

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Bad NewsBad News

Stating the bad news indirectly tactfullyStating the bad news indirectly tactfully

leaves the repair decision to the customerleaves the repair decision to the customer

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Please package your CD player carefully andship it to our store in Hannover. Include your complete name, address, phone number, and aa brief description of the problem along with a

check for $35. After examining the unit, we willgive you a written estimate of the needed partsand labor. Then just let us know whether youwant us to make the repairs.



Close With ConfidenceClose With Confidence

Be sincereBe sincere

Stay positiveStay positive

Limit future correspondenceLimit future correspondence

Be confident and optimisticBe confident and optimistic

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Positive ClosePositive Close

The close blends sales promotion with anThe close blends sales promotion with an

acknowledgement of the customer·sacknowledgement of the customer·s

interests.interests.

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Thanks again for inquiring about our service. I¶vealso enclosed a catalog of our latest high-techelectronic gear. For the month of June, Sony is

offering a ³Trade-Up Special,´ at which time youcan receive trade-in credit for your Walkmanwhen you purchase a newer model.



Tips for Formulating BuffersTips for Formulating Buffers

Don·t beat around the bushDon·t beat around the bush

Don·t build up false hopes of positiveDon·t build up false hopes of positiveanswersanswers

Avoid saying no Avoid saying no

Avoid know Avoid know--itit --all toneall tone

Avoid wordy, irrelevant phrases Avoid wordy, irrelevant phrases Don·t apologizeDon·t apologize

Don·t be longDon·t be long--winded winded

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Tips for Constructing ReasonsTips for Constructing Reasons

Begin with most positive points; move toBegin with most positive points; move toless positive onesless positive ones

Don·t hide behind company policyDon·t hide behind company policy

Don·t apologizeDon·t apologize³ ³this implies thethis implies theorganization made a mistakeorganization made a mistake

Use positive, nonjudgmental toneUse positive, nonjudgmental tone Skip reasons if they are confidential, purelySkip reasons if they are confidential, purely

negative, selfnegative, self--serving, or complicatedserving, or complicated

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Tips for Stating Bad NewsTips for Stating Bad News

DeDe--emphasize itemphasize it

Minimize space or timeMinimize space or time

Subordinate itSubordinate it

Embed itEmbed it

Use conditional ífµ or ´whenµ statementUse conditional ífµ or ´whenµ statement

Focus on what you did do, not on what youFocus on what you did do, not on what you

didn·t dodidn·t do

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Tips for Providing Positive CloseTips for Providing Positive Close

DoDo

Conclude on upbeatConclude on upbeat

notenote

Propose attainablePropose attainable

solutionsolution

Provide resaleProvide resale

Clarify action requiredClarify action required

Don·tDon·t Repeat bad newsRepeat bad news

Apologize Apologize

Urge additionalUrge additionalcommunicationcommunication

Include insincereInclude insincereclichésclichés

Anticipate problems or Anticipate problems ordoubt customer loyaltydoubt customer loyalty

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PositivePositive PhrasingPhrasing

Instead of thisInstead of this We have received yourWe have received your

brokenbroken clock.clock.

II cannot understandcannot understand what you mean. what you mean.

TheThe damagedamage won·t be won·t befixed for a week.fixed for a week.

There will be aThere will be a delaydelay inin your order. your order.

Your account is in Your account is inerror.error.

Say thisSay this We have received theWe have received the

clock you sent us.clock you sent us.

Please clarify yourPlease clarify yourrequest.request.

The item will beThe item will berepaired next week.repaired next week.

We will ship your orderWe will ship your orderas soon as possible.as soon as possible.

Corrections have beenCorrections have beenmade to your account.made to your account.

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THANK YOU

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Bad messages letter writing