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Chapter 8

Negative Messages

Essentials of Business Communication, Asian Edition

Ch. 81

Resolving Business Problems


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
Essentials of Business Communication, Asian Edition
Ch. 82

Resolving Business Problems


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

Essentials of Business Communication, Asian Edition

Ch. 83

The Indirect Strategy


1. Buffer
2. Reasons 3. Bad News

4. Closing
Essentials of Business Communication, Asian Edition
Ch. 84

Possible Buffers for Opening Bad-News Messages


Best news Appreciation

Agreement
Facts Understanding Apology
Essentials of Business Communication, Asian Edition
Ch. 85

Evaluating Buffer Statements


How effective is the following opening for a letter that refuses to grant credit?
1. Unfortunately, your application for credit has been reviewed negatively.
(Reveals the bad news bluntly.)

Essentials of Business Communication, Asian Edition

Ch. 86

Evaluating Buffer Statements


How effective is the following opening for a letter that refuses to grant credit?
2. We are delighted to receive your application for credit.
(Gives the wrong impression.)

Essentials of Business Communication, Asian Edition

Ch. 87

Evaluating Buffer Statements


How effective is the following opening for a letter that refuses to grant credit?
3. The recent resurgence of interest in the stock market caught many of us by surprise.
(Is not relevant.)

Essentials of Business Communication, Asian Edition

Ch. 88

Evaluating Buffer Statements


How effective is the following opening for a letter that refuses a request for a donation?
1. Your request for a monetary contribution has been referred to me for reply.
(Fails to engage the reader.)

Essentials of Business Communication, Asian Edition

Ch. 89

Evaluating Buffer Statements


How effective is the following opening for a letter that refuses a request for a donation?
2. We appreciate the fine work your organization is doing to provide early childhood programs that meet the needs of parents and very young children.
(Compliments the reader but doesnt imply approval.)
Essentials of Business Communication, Asian Edition
Ch. 810

Presenting the 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.
Ch. 811

Essentials of Business Communication, Asian Edition

Techniques for Deemphasizing 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.

Essentials of Business Communication, Asian Edition

Ch. 812

Techniques for Deemphasizing Bad News


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.

Essentials of Business Communication, Asian Edition

Ch. 813

Techniques for Deemphasizing Bad News


Use the passive voice.
Instead of this: We cannot make a contribution at this time. Try this: A contribution cannot be made at this time.

Essentials of Business Communication, Asian Edition

Ch. 814

Techniques for Deemphasizing 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.
Ch. 815

Essentials of Business Communication, Asian Edition

Techniques for Deemphasizing 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.
Ch. 816

Essentials of Business Communication, Asian Edition

Techniques for Deemphasizing Bad News


Suggest 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.

Essentials of Business Communication, Asian Edition

Ch. 817

Using the Passive Voice


Passive-voice verbs focus attention on actions rather than on personalities. They are useful in being tactful.
Active voice: I cannot allow you to return the DVD player because . . . . Passive voice: Return of the DVD player is not allowed because . . . .
Ch. 818

Essentials of Business Communication, Asian Edition

Using the Passive Voice


Passive-voice verbs focus attention on actions rather than on personalities. They are useful in being tactful.
Active voice: Ryan checked the report, but he missed the error. Passive voice: The report was checked, but the error was missed.
Ch. 819

Essentials of Business Communication, Asian Edition

Using the Passive Voice


Notice that passive-voice verb phrases always include helper verbs.

Essentials of Business Communication, Asian Edition

Ch. 820

Using the Passive Voice


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

Essentials of Business Communication, Asian Edition

Ch. 821

Try Your Skill


Convert the following statement from active to passive voice.
I am unable to make a cash contribution this year because of unusually high taxes. A cash contribution cannot be made this year because of unusally high taxes.

Essentials of Business Communication, Asian Edition

Ch. 822

Try Your Skill


Convert the following statement from active to passive voice.
We cannot process your application this month. Your application cannot be processed this month.

Essentials of Business Communication, Asian Edition

Ch. 823

Try Your Skill


Convert the following statement from active to passive voice.
I have examined your employment record and found that you have little cost accounting experience. Examination of your employment record has revealed that you have little cost accounting experience.
Essentials of Business Communication, Asian Edition
Ch. 824

Try Your Skill


Convert the following statement from active to passive voice.
Mark made a programming error that delayed our project. A programming error was made that delayed our project.

Essentials of Business Communication, Asian Edition

Ch. 825

Closing Bad-News Messages


Avoid endings that sound canned, insincere, inappropriate, or self-serving. Try to personalize the closing with
An alternative to the refusal Resale or sales promotion A forward look Good wishes Freebies
Ch. 826

Essentials of Business Communication, Asian Edition

Writing Plan for Refusing Requests or Claims


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.

Essentials of Business Communication, Asian Edition

Ch. 827

Writing Plan for Refusing Requests or Claims


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

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.
Essentials of Business Communication, Asian Edition
Ch. 828

Writing Plan for Refusing Requests or Claims


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

Essentials of Business Communication, Asian Edition

Ch. 829

Writing Plan for Announcing Bad News to Customers and Employees


Buffer
Open with a compliment, appreciation, facts, or some form of good news. Include a key idea that leads from the opening to the reasons.

Essentials of Business Communication, Asian Edition

Ch. 830

Writing Plan for Announcing Bad News to Customers and Employees


Reasons
Explain the logic behind the bad news. Use positive words. Try to show reader benefits, if possible.

Bad News
Position the bad news so that it does not stand out. Consider implying the bad news. Suggest a compromise or substitute, if possible.
Essentials of Business Communication, Asian Edition
Ch. 831

Writing Plan for Announcing Bad News to Customers and Employees


Closing
Look forward positively. Provide information about an alternative, if appropriate.

Essentials of Business Communication, Asian Edition

Ch. 832

End

Essentials of Business Communication, Asian Edition

Ch. 833

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