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MESSAGES
What do you think?
• What are the business communicator’s
most important goals in communicating
negative news?
• When is the direct strategy more effective
than the indirect strategy in conveying
negative news?
• When is the indirect strategy in
communicating bad news preferable?
Goals in Communicating Bad News
To make the reader
understand and accept the
bad news
Compliment/
Facts Praise
Buffer
Cooperation Appreciation
Understanding Resale
Apology
Buffering the Opening
Agreement Find a point on which you the reader share
similar view.
We both know how hard it is to make a
profit in this industry.
1. Because of the holiday period, all our billboard space was used this
month. Therefore, we are sorry to say that we could not
give your charitable group free display space. However, next month,
after the holidays, we hope to display your message as we
promised.
3. We will not be able to make a pledge in the annual St. John’s fund-
raising campaign this year. At this time our cash is tied up in
building a new production facility in Southport. We look forward to
being able to support your campaign in coming years.
“Before” – Ineffective Request
Refusal Memo
MEMORANDUM
You’ve had the Sako 600 copier for ten months now, and
you say you like its versatility and reliability. Perhaps we
could interest you in another Sako model; one that’s more
within your price range.
Do give us a call.
“After” – Improved
Request Refusal Memo
We’re happy to learn that you are enjoying the use of the Sako
copier you’ve been leasing for the past ten months. Like our
many other customers, you have discovered that Sako copiers
offer remarkable versatility and reliability.