ENG 412

Writing Negative Messages

Mary Ellen Guffey, Essentials of Business Communication, 7e Chapter 8, Slide 1

 1. Refuse routine requests and claims
2. Break bad news to customers
3. Break bad news to employees

Which
organization
pattern is better for
Negative delivering bad news?
Messages
DIRECT
INDIRECT

Mary Ellen Guffey, Essentials of Business Communication, 7e Chapter 8, Slide 2

 Bad
Reasons Closing
News

The direct strategy

is appropriate for
delivering bad news
in some situations.

Mary Ellen Guffey, Essentials of Business Communication, 7e Chapter 8, Slide 3

 Bad
Reasons Closing
News

When . . .
The receiver may overlook the bad news.
Organization policy suggests directness.
The receiver prefers directness.
Firmness is necessary.
The bad news is not damaging.
The receivers goodwill is not an issue.
Mary Ellen Guffey, Essentials of Business Communication, 7e Chapter 8, Slide 4
 Goals in
Communicating Bad News
Acceptancetry to help receiver understand
and accept the bad news.
Positive imagepromote good image of
yourself and your organization.
Message claritymake the message clear
Goodwillmaintain goodwill
Minimizeaim to try to reduce future
correspondence on the issue to a minimum

Mary Ellen Guffey, Essentials of Business Communication, 7e Chapter 8, Slide 5

 The indirect strategy
allows you to prepare the reader before
delivering the bad news, thus softening
the impact of the bad news.

Bad
Buffer Reasons Closing
News

Mary Ellen Guffey, Essentials of Business Communication, 7e Chapter 8, Slide 6

 Possible Buffers for Opening
Bad-News Messages
Bad
Buffer Reasons Closing
News

Best news Facts

Compliment Understanding
Appreciation Apology
Agreement

Mary Ellen Guffey, Essentials of Business Communication, 7e Chapter 8, Slide 7

Evaluating Buffer Statements
How effective is the following opening for a
letter that refuses credit?
Unfortunately, your application for credit has
been reviewed negatively.

(Gives the bad news too directly)

Mary Ellen Guffey, Essentials of Business Communication, 7e Chapter 8, Slide 8

Evaluating Buffer Statements
How effective is the following opening for a
letter that refuses credit?
We are delighted to receive your application for
credit.

(Gives the wrong impression)

Mary Ellen Guffey, Essentials of Business Communication, 7e Chapter 8, Slide 9

Evaluating Buffer Statements
How effective is the following opening for a
letter that refuses credit?
The recent fall in the value of the American
dollar was a surprise to many banking experts.

(Irrelevant)

Mary Ellen Guffey, Essentials of Business Communication, 7e Chapter 8, Slide 10

Evaluating Buffer Statements
How effective is the following opening for a
letter that refuses a request for a
donation?
Your request for a financial contribution has
been referred to me for reply.

(Too impersonal)

Mary Ellen Guffey, Essentials of Business Communication, 7e Chapter 8, Slide 11

Evaluating Buffer Statements
How effective is the following opening for a
letter that refuses a request for a
donation?
We appreciate the fine work that your
organization is doing to meet the needs of
parents and very young children.

(Compliments the reader, but does not suggest approval)

Mary Ellen Guffey, Essentials of Business Communication, 7e Chapter 8, Slide 12

 Presenting the Reasons

Bad
Buffer Reasons Closing
News

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.

Mary Ellen Guffey, Essentials of Business Communication, 7e Chapter 8, Slide 13

 Bad
Buffer Reasons Closing
News

To reveal the bad news with

sensitivity, learn these
Seven Techniques for
Deemphasizing Bad News.

Mary Ellen Guffey, Essentials of Business Communication, 7e Chapter 8, Slide 14

 Avoid
the
Use the spotlight. Use a
passive long
voice. sentence.

Techniques for
Deemphasizing Place the
Suggest
Bad News bad news
an
in a subordinate
alternative.
clause.

Imply Be clear
the but not
refusal. overly graphic.

MaryMary
EllenEllen
Guffey,
Guffey,
Essentials
Essentials
of Business
of Business
Communication,
Communication,
7e 7e Chapter1,
Chapter 8,Slide
Slide 15
 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.
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.
Mary Ellen Guffey, Essentials of Business Communication, 7e Chapter 8, Slide 16
 Be clear but not too specific.

Instead of this Try this

Our investigation Our investigation
reveals that you owe reveals that your
three creditors large employment status and
sums and that you your financial position
were fired from your are unstable at this
time.
last job.

Mary Ellen Guffey, Essentials of Business Communication, 7e Chapter 8, Slide 17

 Imply the refusal.

Instead of this Try this

We cannot contribute Although all our profits
to your charity this must be reinvested in
year. our company this year,
we hope to be able to
support your future
fund-raising activities.

Mary Ellen Guffey, Essentials of Business Communication, 7e Chapter 8, Slide 18

 Suggest an alternative.
Although the cashmere sweater cannot be sold
at the wrongly listed price of $18, we can allow
you to purchase this $218 item for only $118.

Use the passive voice.

Instead of this Try this
We cannot make a A contribution cannot
contribution at this be made at this time.
time.

Mary Ellen Guffey, Essentials of Business Communication, 7e Chapter 8, Slide 19

 Passive-voice verbs focus attention on
actions rather than on personalities. They are
useful in being tactful.

Active voice Passive voice

I cannot allow you to Return of the DVD
return the DVD player player is not allowed
because . . . . because . . . .

Ryan checked the The report was

report, but he missed checked, but the error
the error. was missed.

Mary Ellen Guffey, Essentials of Business Communication, 7e Chapter 8, Slide 20

Closing Bad-News Messages

Bad
Buffer Reasons Closing
News

Avoid endings that sound

impersonal. Try to use
A forward look Freebies
Information about Resale or sales
alternative promotion
Good wishes

Mary Ellen Guffey, Essentials of Business Communication, 7e Chapter 8, Slide 21

 Refusing Routine
Requests and Claims

Writing Plans for

Three Negative
Breaking Message Breaking
Bad Situations Bad
News News
to to
Employees Customers

Mary Ellen Guffey, Essentials of Business Communication, 7e Chapter 8, Slide 22

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

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.

Mary Ellen Guffey, Essentials of Business Communication, 7e Chapter 8, Slide 23

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

Present valid reasons for the refusal,

avoiding words that create a negative
tone.
Include resale or sales promotion, if
appropriate.

Mary Ellen Guffey, Essentials of Business Communication, 7e Chapter 8, Slide 24

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

Make the bad news more acceptable by

positioning it strategically, using the
passive voice, stressing the positive, or
implying a refusal.
Suggest a compromise or substitute, if
possible.

Mary Ellen Guffey, Essentials of Business Communication, 7e Chapter 8, Slide 25

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

Renew good feelings with a positive

statement.
Look forward to continued business.
Avoid referring to the bad news.

Mary Ellen Guffey, Essentials of Business Communication, 7e Chapter 8, Slide 26

 Model Refusal Letters

Click icon to view

letter illustrating refusal
of a donation request.
Click icon to view
memo refusing an internal
request before revision.

Click icon to view

revised memo.

Mary Ellen Guffey, Essentials of Business Communication, 7e Chapter 8, Slide 27

 Controlling damage with
disappointed customers

Denying claims

Refusing credit Breaking

Bad
News
to
Customers

Mary Ellen Guffey, Essentials of Business Communication, 7e Chapter 8, Slide 29

 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 it.
How you will prevent the problem from
happening again.
Look forward to positive future
relations
Mary Ellen Guffey, Essentials of Business Communication, 7e Chapter 8, Slide 30
 Denying Claims
Dont blame customers, even if they are at
fault.
Avoid you statements.
Use neutral, objective language to explain
why the claim must be refused.
Consider offering resale information to
rebuild the customers
Click icon to view
confidence in your model letter.
products or organization.

Mary Ellen Guffey, Essentials of Business Communication, 7e Chapter 8, Slide 32

 Refusing Routine
Requests and Claims

Writing Plans for

Three Negative
Breaking Breaking
Bad Message Bad
News Situations News
to to
Employees Customers

Mary Ellen Guffey, Essentials of Business Communication, 7e Chapter 8, Slide 33

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

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.

Mary Ellen Guffey, Essentials of Business Communication, 7e Chapter 8, Slide 34

 Bad
Buffer Reasons Closing
News

Explain the logic behind the bad news.

Provide a rational explanation using positive words
and displaying empathy.
Try to show reader benefits, if possible.

Bad
Buffer Reasons Closing
News

Position the bad news so that it does not stand out.

Be positive without exaggerating.
Use objective language.
Mary Ellen Guffey, Essentials of Business Communication, 7e Chapter 8, Slide 35
 Bad
Buffer Reasons Closing
News

Provide information about an alternative, if one

exists.
If appropriate, describe what will happen next.
Look forward positively.

Click icon to view

Click icon to view
before-revision letter
after-revision letter.
announcing bad news to
employees.

Mary Ellen Guffey, Essentials of Business Communication, 7e Chapter 8, Slide 36