Writing Bad-News Messages The Three-Step Process Planning

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Writing Bad-News Messages
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The Three-Step Process

• Planning
• Writing
• Completing

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Strategies for Bad-News Messages

• Convey the message
• Gain acceptance
• Maintain goodwill
• Promote a good corporate image
• Minimize future correspondence

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Audience-Centered Tone

• The You attitude
• Positive wording
• Respectful language

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What is the YOU Attitude?

• Whats in it for me (the reader)?
• YOU Attitude Focuses on Reader
• Emphasizes what the receiver wants to know
• How reader will be affected by message
• Requires empathy (put yourself in their shoes)
• NOT I am shipping your order this afternoon.
• BUT Your order will arrive Friday.

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YOU Attitude Reader Benefits

• Emphasizing how the reader will benefit from
  doing as you ask
• Especially when asking for a favor or refusing a
  request
• Show them how they will benefit
• NOT We cannot afford to purchase an ad in your
  organization's directory.
• BUT Advertising exclusively through radio ads
  allows us to offer consumers like you the lowest
  prices on their cosmetics. Therefore, . . .

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The You Attitude

• Instead of this To help us process this order,
  we must ask for another copy of the requisition.
• Use this So that your order can be filled
  promptly, please send another copy of the
  requisition.

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The You Attitude

• Instead of this You should never use that type
  of paper in the copy machine.
• Use this That type of paper doesnt work very
  well in the copy machine.

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Not We are opening the new fitness center on
May 1. But You may begin working out in the new
fitness center on May 1.
NOT We cannot afford to purchase an ad in your
organization's directory. BUT Advertising
exclusively through radio ads allows us to offer
consumers like you the lowest prices on their
cosmetics. Therefore
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Emphasize the Positive

• Instead of this It is impossible to repair your
  vacuum cleaner today.
• Use this Your vacuum cleaner will be ready by
  Tuesday.

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Emphasize the Positive

• Instead of this
• Cheap merchandise
• Toilet paper
• Used cars
• High-calorie foods
• Elderly person
• Pimples and zits

• Use this
• Bargain prices
• Bathroom tissue
• Resale cars
• High-energy food
• Senior citizen
• Complexion problems

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Avoid Negative Expressions

• Writers are sometimes unaware of the hidden
  messages that they send
• You overlookedyou are careless
• You state thatbut I dont believe you
• You failed toyou are careless
• You claim thatits probably untrue
• I am rightyou do not understand
• Your delayyou are at fault

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The Direct Approach

• State the bad news
• Support the message
• Close on a positive note

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Stressing Reader Benefits

• Our 40 years of experience enables us to repair
  your sewing machine promptly and efficiently.
• Your generous donation would help feed more
  hungry people in our community.
• You can avoid the additional expense of a 2 late
  charge by paying your bill on time.
• You can obtain a refund any time between 9 a.m.
  and 5 p.m.

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The Indirect Approach

• Begin with a buffer
• Follow with reasons
• State the bad news
• Close in a positive way

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Possible Buffers for Opening Bad-News Messages

• Appreciation
• Agreement
• Facts
• Understanding

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Begin With a Buffer

• Things to do
• Show appreciation
• Pay attention
• Compliment reader
• Be empathetic
• Show sincerity

• Things to avoid
• Saying no
• A know-it-all tone
• Wordy phrases
• Apologies
• Lengthy buffers

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Evaluating Buffer Statements
How effective is the following opening for a
letter that refuses to grant credit?

• Unfortunately, your application for credit has
  been reviewed negatively.
• (Reveals the bad news bluntly and twice.)

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Evaluating Buffer Statements
How effective is the following opening for a
letter that refuses to grant credit?

• We are delighted to receive your application for
  credit.
• (Gives the wrong impression.)

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Evaluating Buffer Statements
How effective is the following opening for a
letter that refuses to grant credit?

• The recent resurgence of interest in the stock
  market caught many of us by surprise.
• (Is not relevant.)

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Evaluating Buffer Statements
How effective is the following opening for a
letter that refuses a request for a donation?

• Your request for a monetary contribution has been
  referred to me for reply.
• (Fails to engage the reader.)

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Evaluating Buffer Statements
How effective is the following opening for a
letter that refuses a request for a donation?

• 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 the reader but doesnt imply
  approval.)

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State the Bad News

• De-emphasize the bad news
• Use a conditional statement
• Focus on the positive
• Avoid blunt language

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Follow With Reasons

• Cover positive points
• Provide relevant details
• Highlight benefits
• Minimize company policy
• Avoid apologizing

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Close With Confidence

• Be sincere
• Stay positive
• Limit future correspondence
• Be confident and optimistic

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Cultural Differences

• Proper tone
• Message organization
• Cultural conventions

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Types of Bad-News Messages

• Routine requests
• Organizational news
• Employment information

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Routine Requests

• Business information
• Invitations and favors

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Claims and Adjustments

• Things to employ
• Courtesy and tact
• Indirect approach
• Positive attitude
• Understanding and respect

• Things to avoid
• Accepting blame
• Accusations
• Defamation
• Negative language

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Organizational News

• Bad news about products
• Bad news about company operations

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Recommendation Letters

• Requested by businesses
• Be direct
• State facts
• Requested by individuals
• Practice diplomacy
• Consider feelings

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Employment Applications

• Use the direct approach
• State reasons clearly
• Suggest alternatives

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Performance Reviews

• Provide feedback
• Review the job description
• Set an action plan

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NegativePerformance Reviews

• Confront the problem
• Plan the message
• Respect privacy
• Focus on the problem
• Obtain commitment

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Termination Letters

• Express the decision
• Give specific justification
• Minimize negative feelings