2. PLAN
• Review Purpose of negative messages
• Structure of indirect letters
• Practice
3. PURPOSE
• Ensure understanding
• Minimize blame
• Maximize acceptance
• Minimize communication after the
fact
Purpose must
include all of
the following
5. SAMPLE SITUATION:
Village Electronics recently received a letter from
Daniel Lindmeier, who purchased a digital camera
a year ago.
He wrote to say that the unit doesn’t work
correctly and to inquire about the warranty.
Lindmeier believes that the warranty covers one
year, when it actually covers only three months.
6. SAMPLE DIRECT LETTER:
Dear Mr.Lindmeier,
Your warranty has expired, and company can’t
repair your camera for free.
If you would like to repair the camera at our store,
see the price list in the attachment below.
We are sorry your camera doesn’t work.
Sincerely,
Walter Brodie
Customer Service Manager
7. ANALYSIS:
• Is the letter well-written? Why or why
not?
• Based from this letter, identify the
format in writing indirect letters
effectively.
9. SAMPLE LETTER:
Dear Mr. Lindmeir:
Thank you for your letter about the battery release switch on your JVC digital camera.Village
Electronics believes, as you do, that electronic equipment should be built last.That’s why we
stand behind our products with a 90-day warranty.
Even though your JVC camera is a year old and therefore out of warranty, we can still help.
Please package your camera carefully and ship it to our store in Hannover. Include your name,
address, phone number, and a brief description of the malfunction, along with a check for $35
for an initial examination.After assessing the unit, we will give you a written estimate of the
needed parts and labor.Then just let us know whether you want us to make the repairs –
either by phone or by filling out the prepaid card we’ll send you with the estimate.
If you choose to repair the unit, the $35 will be applied toward your bill, the balance of which
is payable by check or credit card. JVC also has service centers available in your area. If you
prefer to take the unit to one of them, please see the enclosed list.
Thanks again for inquiring about our service. I’ve also enclosed a catalog of our latest
cameras and accessories, in which you will find information about JVC/s “Trade-Up Special.” If
you’re ready to move up to one of the newest cameras, JVC will offer a generous trade-in
allowance on your current model.
Sincerely,
Walter Brodie
Customer Service Manager
10. INDIRECT WRITING
FORMAT
1. Begin with a neutral statement.
2. Explain the denial/issue. Provide
Reasons and Additional
Information.
3. Present the denial/issue more
plainly while offering an
alternative.
4. End with a positive statement
and/or offer a solution (Leave the
door open for more
communication!)
Roebuck: Improving Business Communication, 4th edition. (c) 2006, Pearson Education, Upper Saddle River, NJ
07458. All Rights Reserved.
12. INDIRECT WRITING FORMAT
Begin with neutral
statement
Establishes a common
ground with your reader
Can be unethical if they’re
insincere or deceptive
13. SEVERAL TYPES OF NEUTRAL
STATEMENTS OR BUFFERS
TO TACTFULLY OPEN A NEGATIVE
MESSAGE
Appreciation Thank you for applying for a Barklay’s line of credit.
Agreement We both know how hard it is to make a profit in this industry.
Cooperation: Barklay’s here to smooth the way for restaurants at the cutting
edge of gourmet dining.
Understanding So that you can more easily find the seasonings you need,
enclosed is our brochure.
Praise The China House Restaurant clearly has an impressive record
of accomplishment in creating the quality dishes they want.We
at Barklays….
14. DIRECT OR INDIRECT OPENING?
We are processing your application.
Thank you for purchasing the computer we
discussed.
I accept your decision.
Thank you for your letter about your shopping
experience at Polks.
15. DIRECT OR INDIRECT OPENING?
We have attached our committee’s recommendation for an on-
site day-care facility.
The marketing study shows a decline in the use of our product.
We suggest closing the main Street Branch.
We will review your recommendations.
16. PRACTICE: REWRITE THE FOLLOWING
DIRECT OPENINGS TO INDIRECT ONES
AND MAKE THEM MORE POSITIVE.
17. FROM DIRECT TO INDIRECT:
BEING POSITIVE
1.You do not have the qualifications for the
position.
Roebuck: Improving Business Communication, 4th edition. (c) 2006,
Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved.
18. FROM DIRECT TO INDIRECT:
BEING POSITIVE
2.You neglected to give the shoe size so it is
impossible to fill your order.
Roebuck: Improving Business Communication, 4th edition. (c) 2006, Pearson
Education, Upper Saddle River, NJ 07458. All Rights Reserved.
19. FROM DIRECT TO INDIRECT:
BEING POSITIVE
3. Don’t wait until the last minute to schedule
your appointment.
Roebuck: Improving Business Communication, 4th edition. (c) 2006, Pearson
Education, Upper Saddle River, NJ 07458. All Rights Reserved.
20. FROM DIRECT TO INDIRECT:
OPENINGS
4.We regret to inform you that your application
for employment as marketing director with our
company has been rejected because you are an
insolent shmuck.
Roebuck: Improving Business Communication, 4th edition. (c) 2006, Pearson
Education, Upper Saddle River, NJ 07458. All Rights Reserved.
21. FROM DIRECT TO INDIRECT:
OPENINGS
5. Because our company is entering its most busy
season, we are unable to provide the free counseling
service you requested. But if you pay us money for
our magazine, you can get all the advice you need.
(Stop wanting everything for free, you cheap idiot.)
Roebuck: Improving Business Communication, 4th edition. (c) 2006,
Pearson Education, Upper Saddle River, NJ 07458. All Rights
Reserved.
22. FROM DIRECT TO INDIRECT:
OPENINGS
6.We do not have enough money for
your requested academic scholarship.You
should try asking another school. Sorry.
Roebuck: Improving Business Communication, 4th edition. (c) 2006,
Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved.
25. 2. EXPLAIN THE DENIAL/ISSUE.
PROVIDE REASONS AND
ADDITIONAL INFORMATION.
Before you actually say no, the reader
has followed your line of reasoning
and is ready for the answer
Your reasons help maintain focus on
the issues at hand and defuse the
emotions that always accompany
significantly bad news.
Your reasons guide your readers’
responses by starting with the most
positive points first and moving
forward to your increasingly negative
ones.
Your reasons need to convince your
audience that your decision is justified,
fair and logical.
26. EXAMPLE:
Because these management positions
are quite challenging, the human
relations department has researched the
qualifications needed to succeed in them.
The findings show that the two most
important qualifications are a bachelor’s
degree in business administration and
two year’s supervisory experience.
The paragraph does a good job of
stating reasons for the refusal:
• It provides enough detail to logically
support the refusal.
• It implies that the applicant is better off
avoiding a program in which he or she
might fail.
• It explains the company’s policy as logical
rather than arbitrary.
• It offers no apology for the decision
because one is at fault.
• It avoids negative personal expression
such as “You do not meet our
requirements”.
28. 3. PRESENT THE DENIAL/ISSUE MORE
PLAINLY WHILE OFFERING AN ALTERNATIVE.
• Minimize the space or time devoted to the bad news.
• State the negative news clearly, then make a smooth
transition to any positive news that might balance the
story.
• Use a conditional (if or when) to imply that the audience
could have received , or might someday received, a favorable
answer. (“When you have more managerial experience, you are
welcome to reapply”.)
• Emphasize what you can do or have done, rather than
what you cannot do. “We sell exclusively through retailers, and
the one nearest you that carries our merchandise is..” rather
than “We are unable to serve you, so please call your nearest
dealer.”
30. 4. END WITH A POSITIVE STATEMENT
AND/OR OFFER A SOLUTION (LEAVE THE
DOOR OPEN FOR MORE COMMUNICATION!)
• Avoid a negative or uncertain conclusion.
• Don’t refer to, repeat, or apologize for the bad
news. (“I trust our decision is satisfactory.”)
• Limit future correspondence.Avoid “If you have further
questions, please write”.
• Be optimistic about the future. Don’t anticipate
problems like “Should you have further problems, please let us
know.”
• Be sincere. If you can’t help, don’t say “If we can be of any
help, please contact us.”
Keep in mind that the closing is the last thing the audience
has to remember you by.Try to make the memory a positive
one.
31. MORE PRACTICE…
Instead of this Use this
1. I must refuse your request.
2. We must deny your
application.
3. I am unable to grant your
request.
4. We cannot afford to continue
the program.
5. Much as I would like to
attend…
6. We must reject your
proposal.
7. We must turn down your
extension request.
I will be out of town on the day you need me.
