bad messages letter writing
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8/8/2019 Bad messages letter writing
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The ThreeThe Three--Step ProcessStep Process
PlanningPlanning
WritingWriting
CompletingCompleting
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The objective of a badThe objective of a bad--news messagenews message
is to convey the bad news withoutis to convey the bad news withoutbruising the reader·s feelingsbruising the reader·s feelings
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Organizing BadOrganizing Bad--News MessagesNews Messages
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Three Goals When Delivering Bad NewsThree Goals When Delivering Bad News
Convey the bad newsConvey the bad news
Gain acceptance for the bad newsGain acceptance for the bad news
MaintainMaintain goodwill by adopting a ´youµgoodwill by adopting a ´youµattitudeattitude
Emphasize audience goals, not the company·sEmphasize audience goals, not the company·s
Look for the best in your audienceLook for the best in your audience Choose appropriate tone and organizationChoose appropriate tone and organization
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Tone Can Ease DisappointmentTone Can Ease Disappointment
Tone has an impactTone has an impacton your audienceon your audience
Makes audienceMakes audienceagree that decisionagree that decisionis fairis fair
Leaves them with aLeaves them with a
positive attitudepositive attitude
Word choice modifiesWord choice modifies your tone your tone
Phrase thingsPhrase things
positivelypositively
Avoid words that Avoid words thataccuseaccuse
Show how audienceShow how audience will benefit will benefit
Avoid the word ´youµ if Avoid the word ´youµ ifit sounds accusativeit sounds accusative
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Organization Varies with AudienceOrganization Varies with Audience
Use indirect approach when audienceUse indirect approach when audience
Is emotionally involvedIs emotionally involved
Will be displeased by the bad newsWill be displeased by the bad news
Use direct approach when audienceUse direct approach when audience
Prefers bad news firstPrefers bad news first
Is emotionally uninvolvedIs emotionally uninvolved Will be unaffected by the bad newsWill be unaffected by the bad news
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Organization Varies with SituationOrganization Varies with Situation
Use direct approach forUse direct approach for Internal memosInternal memos
Routine messages to other businessesRoutine messages to other businesses
Situations that demand firmnessSituations that demand firmness ² ² Rejecting job applicantsRejecting job applicants
² ² Refusing to write recommendation lettersRefusing to write recommendation letters
Use indirect approach forUse indirect approach for
Bad news about orders or productsBad news about orders or products Denials of routine requests or invitationsDenials of routine requests or invitations Refusals of claim adjustments or creditRefusals of claim adjustments or credit Bad news about peopleBad news about people
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Four Parts of Indirect OrganizationFour Parts of Indirect Organization
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Buffer
Begin with a
neutral or
positive
statement.
Reasons
Logically,
neutrally, and
briefly explain
the reasons
for bad news.
Bad News
State the bad news
clearly and concisely.
Emphasize any good
news; de-emphasize
bad news.
Positive Close
Close with a
positive, pleasant,
forward-looking
statement.
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Three Parts of Direct OrganizationThree Parts of Direct Organization
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Reasons
Explain the
reasons for the
bad news. Offer
some alternatives
if you can.
Bad news
State the bad
news up front.
Positive Close
Close with a positive
statement³something
aimed at soothing the
reader. Express interest
or encouragement .
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Communicating the Bad NewsCommunicating the Bad News
When providing bad news toWhen providing bad news to
customers, your goal is to make themcustomers, your goal is to make themfeel good about continuing to dofeel good about continuing to do
business with you.business with you.
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Claims and AdjustmentsClaims and Adjustments
Things to employThings to employ
Courtesy and tactCourtesy and tact
Indirect approachIndirect approach
Positive attitudePositive attitude
Understanding andUnderstanding and
respectrespect
Things to avoidThings to avoid
Accepting blame Accepting blame
Accusations Accusations
DefamationDefamation
Negative languageNegative language
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Bad News about OrdersBad News about Orders
Focus on what can be done rather than onFocus on what can be done rather than on
what cannot be done what cannot be done
Work toward eventual sale comparable toWork toward eventual sale comparable tooriginal orderoriginal order
Make instructions or additionalMake instructions or additional
information clearinformation clear
Keep audience interestedKeep audience interested
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Bad News about PeopleBad News about People
Four types of unfavorable newsFour types of unfavorable news
Refusal to write recommendation lettersRefusal to write recommendation letters
Rejection of job applicantsRejection of job applicants
Termination of employeesTermination of employees
Negative performance reviewsNegative performance reviews
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Negative Performance ReviewsNegative Performance Reviews
Confront problem immediatelyConfront problem immediately
Plan your messagePlan your message
Deliver message in privateDeliver message in private
Focus on the problemFocus on the problem
Mention employee·s positive pointsMention employee·s positive points
Suggest ways to improveSuggest ways to improve
Ask for employee·s commitment Ask for employee·s commitment
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BufferBuffer
The buffer covers a point that the readerThe buffer covers a point that the reader
and the writer can agree on.and the writer can agree on.
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Thank you for your letter describing theproblem with your portable Sony CDWalkman. We believe, as you do, that
electronic equipment should be built tolast. That¶s why we stand behind our products with a 90-day warranty.
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ReasonsReasons
The reasons put the bad news in aThe reasons put the bad news in a
favorable lightfavorable light
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Even though your Walkman is a year oldand therefore out of warranty, we canstill help.
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Possible BuffersPossible Buffers
Express appreciationExpress appreciation
Assure audience that the matter was Assure audience that the matter was
given careful considerationgiven careful consideration Compliment audienceCompliment audience
Express understanding of the situationExpress understanding of the situation
and the audience·s needsand the audience·s needs
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Bad NewsBad News
Stating the bad news indirectly tactfullyStating the bad news indirectly tactfully
leaves the repair decision to the customerleaves the repair decision to the customer
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Please package your CD player carefully andship it to our store in Hannover. Include your complete name, address, phone number, and aa brief description of the problem along with a
check for $35. After examining the unit, we willgive you a written estimate of the needed partsand labor. Then just let us know whether youwant us to make the repairs.
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Close With ConfidenceClose With Confidence
Be sincereBe sincere
Stay positiveStay positive
Limit future correspondenceLimit future correspondence
Be confident and optimisticBe confident and optimistic
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Positive ClosePositive Close
The close blends sales promotion with anThe close blends sales promotion with an
acknowledgement of the customer·sacknowledgement of the customer·s
interests.interests.
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Thanks again for inquiring about our service. I¶vealso enclosed a catalog of our latest high-techelectronic gear. For the month of June, Sony is
offering a ³Trade-Up Special,´ at which time youcan receive trade-in credit for your Walkmanwhen you purchase a newer model.
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Tips for Formulating BuffersTips for Formulating Buffers
Don·t beat around the bushDon·t beat around the bush
Don·t build up false hopes of positiveDon·t build up false hopes of positiveanswersanswers
Avoid saying no Avoid saying no
Avoid know Avoid know--itit --all toneall tone
Avoid wordy, irrelevant phrases Avoid wordy, irrelevant phrases Don·t apologizeDon·t apologize
Don·t be longDon·t be long--winded winded
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Tips for Constructing ReasonsTips for Constructing Reasons
Begin with most positive points; move toBegin with most positive points; move toless positive onesless positive ones
Don·t hide behind company policyDon·t hide behind company policy
Don·t apologizeDon·t apologize³ ³this implies thethis implies theorganization made a mistakeorganization made a mistake
Use positive, nonjudgmental toneUse positive, nonjudgmental tone Skip reasons if they are confidential, purelySkip reasons if they are confidential, purely
negative, selfnegative, self--serving, or complicatedserving, or complicated
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Tips for Stating Bad NewsTips for Stating Bad News
DeDe--emphasize itemphasize it
Minimize space or timeMinimize space or time
Subordinate itSubordinate it
Embed itEmbed it
Use conditional ´ifµ or ´whenµ statementUse conditional ´ifµ or ´whenµ statement
Focus on what you did do, not on what youFocus on what you did do, not on what you
didn·t dodidn·t do
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Tips for Providing Positive CloseTips for Providing Positive Close
DoDo
Conclude on upbeatConclude on upbeat
notenote
Propose attainablePropose attainable
solutionsolution
Provide resaleProvide resale
Clarify action requiredClarify action required
Don·tDon·t Repeat bad newsRepeat bad news
Apologize Apologize
Urge additionalUrge additionalcommunicationcommunication
Include insincereInclude insincereclichésclichés
Anticipate problems or Anticipate problems ordoubt customer loyaltydoubt customer loyalty
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PositivePositive PhrasingPhrasing
Instead of thisInstead of this We have received yourWe have received your
brokenbroken clock.clock.
II cannot understandcannot understand what you mean. what you mean.
TheThe damagedamage won·t be won·t befixed for a week.fixed for a week.
There will be aThere will be a delaydelay inin your order. your order.
Your account is in Your account is inerror.error.
Say thisSay this We have received theWe have received the
clock you sent us.clock you sent us.
Please clarify yourPlease clarify yourrequest.request.
The item will beThe item will berepaired next week.repaired next week.
We will ship your orderWe will ship your orderas soon as possible.as soon as possible.
Corrections have beenCorrections have beenmade to your account.made to your account.
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