Mary Ellen Guffey & Dana Loewy

Essentials ofBusinessCommunication 9e

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Chapter 7

Negative Messages

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Communicating Bad News: Goals

Explaining clearly and concisely—to help receiver understand and accept the bad news

Projecting a professional image—to promote a positive image of yourself and your organization

Conveying empathy and sensitivity—to show respect for the receiver

Being fair—to show that the decision was impartial and rational

Maintaining friendly relations—to show your desire to continue relations with the receiver

Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition Chapter 7, Slide 2

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Disappointment Irritation Anger

Common Reactions to Bad News

Delivery delay Product recall Credit refusal Billing error Price increase Layoffs

Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition Chapter 7, Slide 3

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How to Diminish Negative Feelings

Let the reader know the reasons for the rejection.

Reveal the bad news with sensitivity.

Disappointment Irritation Anger

Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition Chapter 7, Slide 4

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Buffer ReasonsBad

NewsClosing

The Indirect Strategy

Use the indirect strategy when you care about how a message will affect the receiver.

Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition Chapter 7, Slide 5

The indirect strategy prepares the reader before receiving the bad news, thus softening the impact of the bad news.

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Bad news is personally upsetting

Receiver will have a hostile reaction

Customer relations will be threatened

Bad news is unexpected

When to Use the Indirect Strategy

Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition Chapter 7, Slide 6

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Facts Understanding Review Apology

Reasons Bad

NewsClosing

Best news Compliment Appreciation Agreement

Buffer

Possible Buffers

Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition Chapter 7, Slide 7

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Explain clearly. Cite reader or other benefits, if possible. Explain company policy, if relevant. Choose positive words. Show that the matter was treated

seriously and fairly.

Buffer Bad

NewsClosingReasons

Presenting the Reasons

Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition Chapter 7, Slide 8

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To reveal the bad news with sensitivity, apply the following techniques for cushioning the bad news:

Buffer Reasons ClosingBadNews

Revealing the Bad News

Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition Chapter 7, Slide 9

Avoid the spotlight. Use a long sentence. Place the bad news in a

subordinate clause. Be clear but not overly

graphic.

Use passive-voice verbs. Accentuate the positive. Imply the refusal. Suggest a compromise

or alternative.

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Avoid poor endings: Cliché (We apologize for any inconvenience this may cause.) Insincere (We regret this with all our hearts.) Inappropriate (We really screwed up.) Self-serving (You made us feel so bad.)

Options for personalizing the closing

Buffer ReasonsBadNews

Closing

Closing Pleasantly

Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition Chapter 7, Slide 10

A forward look An alternative Good wishes

Freebies Resale or sales

promotion

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Start with a neutral statement on which both reader and writer can agree:

Include a key idea or word that acts as a transition to the reasons.

Reasons Bad News

ClosingBuffer

Writing Plan: Rejecting Requests

Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition Chapter 7, Slide 11

Compliment Appreciation

Review of facts Apology

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Present valid reasons for the refusal. Avoid words that create a negative

tone.

Buffer Bad News

ClosingReasons

Writing Plan: Rejecting Requests

Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition Chapter 7, Slide 12

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Position the bad news strategically, using the passive voice, accentuating the positive, or implying a refusal.

Suggest a compromise, alternative, or substitute, if possible.

Buffer Reasons ClosingBadNews

Writing Plan: Rejecting Requests

Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition Chapter 7, Slide 13

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Renew good feelings with a positive statement. Avoid referring to the bad news. Include resale or sales promotion material, if

appropriate. Look forward to continued business.

Buffer ReasonsBadNews

Closing

Writing Plan: Rejecting Requests

Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition Chapter 7, Slide 14

Mary Ellen Guffey & Dana Loewy

Essentials ofBusinessCommunication 9e

© 2013 Cengage Learning ● All Rights Reserved

END