Negative Messages

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CHAPTER 7

• Negative Messages

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Goals in Communicating Bad News

• Acceptancestrive to help receiver understand and
  accept the bad news.
• Positive imagepromote good image of yourself and
  your organization. Strive to reduce bad feelings.
  Convey fairness.
• Message claritymake the message so clear that no
  further correspondence is necessary.
• Protectionavoid creating legal liability.

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Preventing Legal Problems
Avoid abusive language.

• Defamationfalse published statement that harms
  an individual's reputation
• Libelwritten defamation
• Slanderspoken defamation
• Examples deadbeat, crook, quack

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Preventing Legal Problems
Avoid careless language.

• Avoid potentially damaging or easily
  misinterpreted statements.
• Example The factory floor is too dangerous
  for visitors on field trips.

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Preventing Legal Problems
Remember that you represent your organization.

• Your business messages must represent the views
  of the organization.
• Be careful about revealing company information,
  even in a personal blog.

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Common Reactions to Negative Information
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You Can Usually Diminish Negative Feelings if
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The Indirect Strategy
Buffer
Reasons
Bad News
Closing
Using the indirect strategy to communicate bad
news appeals torelationship-oriented writers
who care about how a message will affect its
receiver.
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The Indirect Strategy
Buffer
Reasons
Bad News
Closing
The indirect strategyallows you to prepare the
reader before delivering the bad news, thus
softening the impact of the bad news.
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Possible Buffers for OpeningBad-News Messages
Reasons
Bad News
Closing
Buffer

• Best news
• Compliment
• Appreciation
• Agreement

• Facts
• Understanding
• Apology

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Evaluating Buffer Statements
How effective are the following openings for a
letter that refuses to grant credit?
Reveals the bad news bluntly.
Unfortunately, your application for credit has
been reviewed negatively.
Sounds phony and canned.
We sincerely regret that we must deny your credit
application.
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Evaluating Buffer Statements
How effective are the following openings for a
letter that refuses to grant credit?
Gives the wrong impression.
We are delighted to receive your application for
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 are the following openings for a
letter that refuses a request for a donation?
Fails to engage the reader.
Your request for a monetary contribution has been
referred to me for reply.
Compliments reader and implies approval.
We appreciate the fine work your organization is
doing to provide early childhood programs that
meet the needs of parents and very young
children.
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Presenting the Reasons
Buffer
Bad News
Closing
Reasons

• Be cautious in explaining.
• Cite reader benefits, if possible.
• Explain company policy, if relevant.
• Choose positive words.
• Show that the matter was treated seriously and
  fairly.

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To reveal the bad news with sensitivity, apply
the following techniques for
Cushioning Bad News
Buffer
Reasons
Closing
Bad News
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Cushioning the Bad News

• Avoid the spotlight. Put the bad news in the
  middle of a paragraph halfway through the message.

• Use a long sentence. Dont put the bad news in
  a short, simple sentence.

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Cushioning the Bad News

• Place the bad news in a subordinate clause.
• Although we have no opening for an individual
  with your qualifications at this time, we are
  pleased that you thought of us when you started
  your job search.

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Cushioning the Bad News

• Be clear but not overly graphic.

Instead of this
Our investigation reveals that you owe three creditors large sums and that you were fired from your last job.
Try this Our investigation reveals that your
employment status and your financial position are
unstable at this time.
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Cushioning the Bad News

• 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.
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Cushioning the Bad News

• Suggest a compromise or an alternative.

Although the cashmere sweater cannot be sold at
the erroneously listed price of 18, we can allow
you to purchase this 218 item for only 118.
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Cushioning the Bad News

• Consider using passive voice verbs.

Passive-voice verbs focus attention on actions
rather than on personalities. They are useful in
being tactful.
Instead of this We cannot make a contribution
at this time.
Try this A contribution cannot be made at this
time.
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Cushioning the Bad News

• Consider using passive voice verbs.

Active voice I cannot allow you to return the DVD
player because . . . .
Passive voice Return of the DVD player is not
allowed because . . . .
Ryan checked the report, but he missed the error.
The report was checked, but the error was missed.
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Cushioning the Bad News

• Notice that passive-voice verb phrases always
  include helper verbs, such as is, are, was,
  were, being, or been.

• Examples of helper verbs forming passive voice
  
• The report was checked.
• The schedule is being revised.
• Invitations were sent.

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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.
I am unable to make a cash contribution this year
because of unusually high expenses.

• We cannot process your application this month.

Your application cannot be processed this month.
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Convert the following statements from active to
passive voice.
Our products are sold only through franchised
retailers.
We sell our products only through franchised
retailers.
Mark made a programming error that delayed our
project.
A programming error was made that delayed our
project.
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Closing Bad-News Messages
Buffer
Reasons
Bad News
Closing

• Avoid endings that sound canned, insincere,
• inappropriate, or self-serving. Try to
  personalize
• the closing with

• Freebies
• Resale or sales promotion

• A forward look
• An alternative to the refusal
• Good wishes

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Writing Plan for Refusing Routine Requests or
Claims
Reasons
Bad News
Closing
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.
• Try to include a key idea or word that acts as a
  transition to the explanation.

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Writing Plan for Refusing Routine Requests or
Claims
Buffer
Bad News
Closing
Reasons

• Present valid reasons for the refusal, avoiding
  words that create a negative tone.
• Include resale or sales promotion, if appropriate.

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Writing Plan for Refusing Routine Requests or
Claims
Buffer
Reasons
Closing
Bad News

• 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.

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Writing Plan for Refusing Routine Requests or
Claims
Buffer
Reasons
Bad News
Closing

• Renew good feelings with a positive statement.
• Look forward to continued business.
• Avoid referring to the bad news.

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Controlling Damage With Disappointed Customers

• Call the individual involved.
• Describe the problem and apologize.

• Explain
• Why the problem occurred
• What you are doing to resolve the problem
• How you will prevent the problem from happening
  again

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Controlling Damage With Disappointed Customers

• Follow with a letter that
• Documents details discussed in the phone call
• Promotes goodwill

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Refusing Credit

• Four goals in conveying credit refusals
• Avoiding language that causes hard feelings
• Retaining customers on a cash basis
• Preparing for possible future credit without
  raising false expectations
• Avoiding disclosures that could cause a lawsuit

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Delivering Bad News Personally

• Gather all the information.
• Prepare and rehearse.
• Explain past, present, and future.
• Consider taking a partner.
• Think about timing.
• Be patient with the reaction.

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Writing Plan for Breaking Bad News to Employees
Reasons
Bad News
Closing
Buffer

• 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.

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Writing Plan for Breaking Bad News to Employees
Buffer
Bad News
Closing
Reasons

• Explain the logic behind the bad news.
• Provide a rational explanation using positive
  words and displaying empathy.
• Try to show reader benefits, if possible.

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Writing Plan for Breaking Bad News to Employees
Buffer
Reasons
Closing
Bad News

• Position the bad news so that it does not stand
  out.
• Be positive but dont sugarcoat it.
• Use objective language.

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Writing Plan for Breaking Bad News to Employees
Buffer
Reasons
Bad News
Closing

• Provide information about an alternative, if one
  exists.
• If appropriate, describe what will happen next.
• Look forward positively.

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• END