Mary Ellen Guffey, Essentials of Business CommunicationCommon Reactions to
Product failure
Credit refusal
Billing error
You Can Usually Diminish Negative
Feelings Associated with Bad News if
Disappointment
Irritation
Anger
The bad news is revealed with sensitivity
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Buffer
Reasons
Bad
News
Closing
The indirect strategy
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Possible Buffers for Opening
Mary Ellen Guffey, Essentials of Business Communication, 7e
How effective are the following openings for a letter that refuses to grant credit?
Reveals the bad news bluntly.
Gives the wrong impression.
Unfortunately, your application for credit has been reviewed negatively.
We are delighted to receive your application for credit.
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Mary Ellen Guffey, Essentials of Business Communication, 7e
How effective are the following openings for a letter that refuses to grant a request for a donation?
Fails to engage the reader.
Compliments reader and doesn’t imply approval.
Quick Check
Your request for a monetary contribution has been referred to me for reply.
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Presenting the Reasons
Choose positive words.
Buffer
Bad
News
Closing
Reasons
Mary Ellen Guffey, Essentials of Business Communication, 7e
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 a long sentence. Don’t put the bad news in a short, simple sentence.
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Be clear but not overly graphic.
Try this
Our investigation reveals that your employment status and your financial position are unstable at this time.
Instead of this
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Imply the refusal.
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.
Instead of this
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Use the passive voice.
Try this
Suggest an alternative.
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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 DVD player because . . . .
Passive voice
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Convert the following statements from active to passive voice.
A cash contribution cannot be made this year because of unusually high expenses.
Your application cannot be processed this month.
Quick Check
I am unable to make a cash contribution this year because of unusually high expenses.
We cannot process your application this month.
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Convert the following statements from active to passive voice.
Our products are sold only through franchised retailers.
A programming error was made that delayed our project.
Quick Check
Mark made a programming error that delayed our project.
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Closing Bad-News Messages
the closing with
Breaking
Bad
News
to
Employees
Breaking
Bad
News
to
Customers
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Writing Plan for Refusing Requests or Claims
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.
Try to include a key idea or word that acts as a transition to the explanation.
Reasons
Bad
News
Closing
Buffer
Mary Ellen Guffey, Essentials of Business Communication, 7e
Present valid reasons for the refusal, avoiding words that create a negative tone.
Include resale or sales promotion, if appropriate.
Writing Plan for Refusing Requests or Claims
Buffer
Bad
News
Closing
Reasons
Mary Ellen Guffey, Essentials of Business Communication, 7e
Soften the blow by positioning the bad news strategically, using the passive voice, accentuating the positive, or implying a refusal.
Suggest a compromise or substitute, if possible.
Buffer
Reasons
Closing
Bad
News
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Renew good feelings with a positive statement.
Look forward to continued business.
Avoid referring to the bad news.
Buffer
Reasons
Bad
News
Closing
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Model Refusal Letters
Examine This Effective
Open letter
by clicking
3'
Breaking
Bad
News
to
Customers
Controlling Damage With Disappointed Customers
Call the individual involved.
Explain
How you will prevent the problem from happening again.
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Follow with a letter that
Documents details discussed in the phone call.
Looks forward to positive future relations.
Click icon to view
letter illustrating a bad-
Denying Claims
Don’t blame customers, even if they are at fault.
Avoid you statements that sound preachy.
Use neutral, objective language to explain why the claim must be refused.
Consider offering resale information to rebuild the customer’s
confidence in your
products or organization.
Refusing Credit
Preparing for possible future credit without raising false expectations
Avoiding disclosures that could cause a lawsuit
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Breaking
Bad
News
to
Employees
Breaking
Bad
News
to
Customers
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Writing Plan for Breaking
Bad News to Employees
Open with a neutral or positive statement that transitions to the reasons for the bad news.
Consider mentioning the best news, a compliment, appreciation, agreement, or solid facts.
Show understanding.
Explain the logic behind the bad news.
Provide a rational explanation using positive words and displaying empathy.
Try to show reader benefits, if possible.
Buffer
Bad
News
Closing
Reasons
Position the bad news so that it does not stand out.
Be positive but don’t sugarcoat it.
Use objective language.
If appropriate, describe what will happen next.
Look forward positively.