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 1
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 receiver’s goodwill is not an issue.
Mary Ellen Guffey, Essentials of Business Communication, 7e Chapter 8, Slide 2
Bad
Reasons Closing
News
Using the direct strategy to
communicate bad news appeals to
efficiency-oriented writers
who don’t want to waste time with
efforts to soften the effects of bad news.
Mary Ellen Guffey, Essentials of Business Communication, 7e Chapter 8, Slide 3
Common Reactions to
Negative Information
Goods cannot
be delivered
Disappointment
as promised Irritation
Product failure Anger
Credit refusal
Billing error
Mary Ellen Guffey, Essentials of Business Communication, 7e Chapter 8, Slide 4
You Can Usually Diminish Negative
Feelings Associated with Bad News if
The reader
knows the
reasons for Disappointment
the rejection Irritation
The bad news Anger
is revealed
with sensitivity
Mary Ellen Guffey, Essentials of Business Communication, 7e Chapter 8, Slide 5
Bad
Buffer Reasons Closing
News
Using the indirect strategy to
communicate bad news appeals to
relationship-oriented writers
who care about how a message
will affect its receiver.
Mary Ellen Guffey, Essentials of Business Communication, 7e Chapter 8, Slide 6
Goals in
Communicating Bad News
Acceptance—strive to help receiver
understand and accept the bad news.
Positive image—promote good image of
yourself and your organization.
Message clarity—make the message so
clear that no further correspondence is
necessary.
Protection—avoid creating legal liability.
Mary Ellen Guffey, Essentials of Business Communication, 7e Chapter 8, Slide 7
Preventing Legal Problems
Avoid abusive language.
Defamation—false published statement
that harms an individual's reputation
Libel—written defamation
Slander—spoken defamation
Examples: deadbeat, crook, quack
Mary Ellen Guffey, Essentials of Business Communication, 7e Chapter 8, Slide 8
Avoid careless language.
Avoid potentially damaging or easily
misinterpreted statements. Example: The
factory floor is too dangerous for visitors on
field trips.
Remember that you represent your
organization.
• Your business messages must represent
the views of the organization.
• Be careful about revealing company
information, even in a personal blog.
Mary Ellen Guffey, Essentials of Business Communication, 7e Chapter 8, Slide 9
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 10
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 11
How effective are the following openings
for a letter that refuses to grant credit?
Unfortunately, your application Reveals the bad
for credit has been reviewed news bluntly.
negatively. Quick
We are delighted to receive your Gives the wrong
application for credit. Checkimpression.
The recent resurgence of Is not relevant.
interest in the stock market
caught many of us by surprise.
Mary Ellen Guffey, Essentials of Business Communication, 7e Chapter 8, Slide 12
How effective are the following openings for
a letter that refuses to grant a request for a
donation?
Your request for a monetary Fails to engage
contribution has been referred to the reader.
me for reply. Quick
We appreciate the fine work your Compliments
organization is doing to provide
Checkreader and
early childhood programs that doesn’t imply
meet the needs of parents and approval.
very young children.
Mary Ellen Guffey, Essentials of Business Communication, 7e Chapter 8, Slide 13
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 14
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 15
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.
Mary Ellen Guffey, Essentials of Business Communication,
Mary Ellen Guffey, Essentials of Business Communication, 7e 7e Chapter 8, Slide
Chapter 1, Slide 16
Avoid the spotlight. Put the bad news in the
middle of a paragraph halfway through the
message.
Use a long sentence. Don’t 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 17
Be clear but not overly graphic.
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 18
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 19
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.
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 20
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 checked,
report, but he missed but the error was
the error. missed.
Mary Ellen Guffey, Essentials of Business Communication, 7e Chapter 8, Slide 21
Notice that
passive-voice verb phrases
always include “helper” verbs.
Review these examples of “helper” verbs
forming passive voice:
The report was checked.
The schedule is being revised.
Invitations were sent.
Mary Ellen Guffey, Essentials of Business Communication, 7e Chapter 8, Slide 22
Convert the following statements from active
to passive voice.
I am unable to make a A cash contribution
cash contribution this cannot be made this year
year because of Quick
because of unusually
unusually high high expenses.
expenses. Check
We cannot process Your application cannot
your application this be processed this month.
month.
Mary Ellen Guffey, Essentials of Business Communication, 7e Chapter 8, Slide 23
Convert the following statements from active
to passive voice.
We sell our products Our products are sold
only through franchised only through franchised
retailers. retailers.
Quick
Check
Mark made a A programming error was
programming error that made that delayed our
delayed our project. project.
Mary Ellen Guffey, Essentials of Business Communication, 7e Chapter 8, Slide 24
Closing Bad-News Messages
Bad
Buffer Reasons Closing
News
Avoid endings that sound canned, insincere,
inappropriate, or self-serving. Try to personalize
the closing with
A forward look Freebies
Information about Resale or sales
alternative promotion
Good wishes
Mary Ellen Guffey, Essentials of Business Communication, 7e Chapter 8, Slide 25
Student Only Version
© 2007 Thomson South-Western
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 27
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 28
Writing Plan for Refusing
Requests or Claims
Bad
Buffer Reasons Closing
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.
Mary Ellen Guffey, Essentials of Business Communication, 7e Chapter 8, Slide 29
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 30
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 31
Examine This Effective
Refusal of Request for Cash Refund
Open letter
by clicking
icon at right.
Mary Ellen Guffey, Essentials of Business Communication, 7e Chapter 8, Slide 32
Student Only Version
© 2007 Thomson South-Western
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.
Mary Ellen Guffey, Essentials of Business Communication, 7e Chapter 8, Slide 34
Follow with a letter that
Documents details discussed in the
phone call.
Looks forward to positive future
relations.
Click icon to view
letter illustrating a bad-
news follow-up message.
Mary Ellen Guffey, Essentials of Business Communication, 7e Chapter 8, Slide 35
Denying Claims
Don’t blame customers, even if they are at
fault.
Avoid you statements that sound preachy.
Use neutral, objective language to explain
why the claim must be refused.
Consider offering resale information to
rebuild the customer’s
Click icon to view
confidence in your model letter.
products or organization.
Mary Ellen Guffey, Essentials of Business Communication, 7e Chapter 8, Slide 36
Refusing Credit
Four goals in conveying credit refusals:
Avoiding language that causes hard
feelings
Retaining customers on a cash basis
Preparing for possible future credit
without raising false expectations
Avoiding disclosures that could cause a
lawsuit
Mary Ellen Guffey, Essentials of Business Communication, 7e Chapter 8, Slide 37
Student Only Version
© 2007 Thomson South-Western
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 39
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 but don’t sugarcoat it.
Use objective language.
Mary Ellen Guffey, Essentials of Business Communication, 7e Chapter 8, Slide 40
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 41