A. Choose the right
approach for the situation.
-
Consider using the direct approach when the
audience is aware of the possibility of negative news, when the reader is not
emotionally involved in the message, when you know that the reader would prefer
the bad news first, when you know that firmness is necessary, and when you want
to discourage a response.
-
Consider using the indirect approach when the
news is likely to come as a shock or surprise, when the news is likely t come
as a shock or surprise, when your audience has a high emotional investment in
the outcome, and when you want to maintain a good relationship with the
audience.
EXAMPLES OF NEGATIVE PHRASINGS
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POSITIVE ALTERNATIVES
|
Your
request doesn’t make any sense.
The damage
won’t be fixed in a week.
Although it
wasn’t our fault, there will be an unavoidable delay in your order.
You are
clearly dissatisfied.
I was
shocked to learn that you’re unhappy.
Unfortunately,
we haven’t received it.
The
enclosed statement is wrong.
|
Please
clarify your request.
The item
will be repaired next week.
We will
process your order as soon as we receive an aluminum shipment from our
supplier, which we expect to happen within 10 days.
I recognize
that the product did not live your expectation.
Thank you
for sharing your concern about your shopping experience.
The item
hasn’t arrived yet.
Please
verify the enclosed statement.
|
B. For the indirect
approach, open with an effective buffer.
-
Establish common ground with audience.
-
Validate the request, if you are responding to a
request.
-
Don’t trivialize the reader’s concerns.
-
Don’t mislead the reader into thinking the
coming news might be positive.
C. Provide reasons and
additional information.
-
Explain why the news is negative.
-
Adjust the amount of detail to fit the situation
and the audience.
-
Avoid explanations when the reasons are
confidential, excessively complicated, or irrelevant to the reader.
-
If appropriate, state how you plan to correct or
respond to the negative news.
-
Seek the advice of company lawyers if you are
unsure what to say.
D. Clearly state the bad
news.
-
State the bad news as positively as possible,
using tactful wording.
-
To help protect readers’ feelings, de-emphasize
the bad news by minimizing the space devoted to it, subordinating it, or
embedding it.
-
If your response might challenge in the future
if circumstances change, explain the conditions to the reader.
-
Emphasize what you can do or have done rather
than what you can’t or won’t do.
E. Close on a positive
note.
-
Express best wishes without being falsely
positive.
-
Suggest actions readers might take, if
appropriate, and provide them with necessary information.
-
Encourage further communication only if you’re
willing to discuss the situation further.
-
Keep positive outlook on the future.
Handling Bad News about
Transactions
-
Reset the customer’s expectations regarding the
transaction.
-
Explain what happened and why, if appropriate.
-
Explain how you’ll resolve the situation.
-
Repair any damage done to the business
relationship, perhaps offering future discounts, free merchandise or other
considerations.
-
Offer a professional, businesslike expression of
apology if your organization made a mistake.
Refusing Claims
-
Use the indirect approach because the reader is
expecting or hoping for a positive response.
-
Indicate your full understanding of the nature
of the compliant.
-
Explain why you are refusing the request,
without hiding behind company policy.
-
Provide an accurate, factual account of the
transaction.
-
Emphasize ways things should have been handled
rather than dwelling on the reader’s intelligence.
-
Avoid any appearance of defamation.
-
Avoid expressing personal opinions.
-
End with a positive, friendly, helpful close.
-
Make any suggested action easy for readers to
comply with.
Letter Refuting a Claim
Dear Mr. Lindmeier:
Thank you for your letter about the battery release switch JVC
digital camera. Village Electronics believes, as you do, that electronic
equipment should be built to last. That’s why we stand behind our products
with a 90-day warranty.
Even though your JVC camera is a year old and therefore out of
warranty, we can still help. Please package your camera carefully and ship it
to our store in Hannover. Include your complete name, address, phone number,
and a brief description of the malfunction, along with a check for $35 for an
initial examination. After assessing the unit, we will give you a written
estimate of the needed parts and labor. Then just let us know whether you
want us to make the repairs—either by phone or by filling out the prepaid
card we’ll send you with the estimate.
If you choose to repair the unit, the $35 will be applied toward
your bill, the balance of which is payable by check or credit card. JVC also
has service centers available in your area. If you prefer to take the unit to
one of them, please see the enclosed list.
Thanks again for inquiring about our service. I’ve also enclosed
a catalog of our latest cameras and accessories, in which you’ll find
information about JVC’s “Trade –Up Special.” If you’re ready to move up to
one of the newest cameras, JVC will over a generous trade-in allowance on
your current model.
Sincerely,
Walter Brodie
Customer Service Manager
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Buffers the bad news by emphasizing a point the
reader and writer both agree on
Puts a company’s policy in a favorable light
States bad news indirectly, tactfully leaving the
repair decision to the customer
Helps sooth e the reader with a positive
alternative
Closes by blending sales promotion with an
acknowledgment of the customer’s interest
|
Email Message Providing Bad News
about Company Operations
Hello everyone,
Thank you for your continuing efforts to make Sybervantage a
leader in video game development. Recent reports indicate that we captured a
10% increase in market share over the second quarter of last year. That
increase is directly attributable to your energy and enthusiasm.
Now we’re facing a situation that will put up to the test. As
you know, we have been working to develop concept games based on Warner
Brothers’ Looney Tunes characters. We currently have eight games in various
stages of development. However, we’ve just learned that Warner has turned
down our requests for licensing agreements. Money wasn’t an issue; we offered
them top dollar. I believed that Warner saw the tremendous potential and
simply decided to develop its own character-based games.
On August 29, we will hold day-long meetings here in Orlando to
discuss our options. We’d like all of you to be present. Our purpose will be
to decide whether we want to pursue another licensing agreement or to develop
games based on our own characters. Meeting will take place at the Ramada
Renaissance by the airport, form 9:00 AM to 5:00 PM. Lunch will be provided.
We have an opportunity to reshape Sybervantage for the future.
Our company has enormous potential, and I’m looking forward to the synergy we
can create.
See you there,
Frank Leslie
President
|
Opens on a complimentary note and buffers the bad
news with some good news about sales
Moves readers form good news to bad news with an
effective transition
Presents the bad news along with the possible
explanations
Involves readers form good news to bad news with an
effective transition
Closes by being positive, looking toward of the
future, and encouraging the audience
|
Writing Negative Employment
Messages
A. Refusing requests for
employee references and recommendation letters
-
Don’t feel obligated to write a recommendation
letter if you don’t feel comfortable doing so.
-
Take a diplomatic approach to minimize hurt
feelings.
-
Compliment the reader’s accomplishments
-
Suggest alternatives, if available.
B. Rejecting job applicants
-
If possible, respond to all applicants, even if
you use only a form message to acknowledge receipt.
-
If you use the direct approach, take care to
avoid being blunt or cold.
-
If you use the indirect approach, don’t mislead
the reader in your buffer or delay the bad news for more than a sentence or
two.
-
Clearly state why the applicant was rejected.
-
Suggest alternatives if possible.
Email Message
Rejecting a Job Applicant
Dear Ms. Decicco:
Thank you for considering Bradley Jackson as the place to launch
your career in accounting.
In light of the reporting complexities now imposed on the
accounting profession by Sarbanes-Oxley and other recent legislation, the
executive team has decided it would be wise to bolster our skill base with
someone who has extensive industry experience.We have therefore filled the
position with a more experienced candidate.
Your resume and credentials show you to be a deserving for
entry-level positions. Your candidate academic record and previous work
experience certainly indicate your willingness to work hard. Those of us who
had the opportunity to talk with you believe that your ability to communicate
well certainly help you achieve an excellent position in a recognized
accounting firm.
In the meantime, we would like to keep you information on file for six months, in
case position requiring less experience opens up in the near future.
|
Buffers the upcoming bad news with a sincere
thanks for being considered
Further sets the stage for negative news by
thoughtfully explaining the context in which the decision was made
Presents the bad news as a logical consequence of
the decision-making process
Moderates the bad news with news with honest,
specific encouragement
Closes in a respectful, positive manner
|
C. Giving negative performance reviews
-
Maintain an objective and unbiased tone.
-
Use nonjudgmental language.
-
Make sure negative feedback is documented and
shared with the employee.
-
Don’t avoid confrontations by withholding
negative feedback.
-
Ask the employee for a commitment to improve.
D. Terminating employment
-
State your reasons accurately and make sure they
are objectively verifiable.
-
Avoid statements that might expose your company
to a wrongful termination lawsuit.
-
Consult company lawyers to clarify all terms of
the separation.
-
End the relationship on terms as positive as possible.
