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LIB300_Writing Negative Messages S2
- 1. WRITING NEGATIVE MESSAGES Week 4Session 2
- 2. PLAN • Review Purposeof 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
- 4. STRUCTURE OF AN INDIRECTMESSAGE
- 5. SAMPLE SITUATION: Village Electronicsrecently 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: DearMr.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 theletter well-written? Why or why not? • Based from this letter, identify the format in writing indirect letters effectively.
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- 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. Beginwith 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.
- 11. OPENINGS FOR THE NEGATIVENEWS MESSAGES
- 12. INDIRECT WRITING FORMAT Beginwith neutral statement Establishes a common ground with your reader Can be unethical if they’re insincere or deceptive
- 13. SEVERAL TYPES OFNEUTRAL 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 INDIRECTOPENING? 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 INDIRECTOPENING? 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 THEFOLLOWING DIRECT OPENINGS TO INDIRECT ONES AND MAKE THEM MORE POSITIVE.
- 17. FROM DIRECT TOINDIRECT: 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 TOINDIRECT: 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 TOINDIRECT: 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 TOINDIRECT: 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 TOINDIRECT: 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 TOINDIRECT: 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.
- 23. EXPLAINING THE DENIAL/ISSUE INNEGATIVE NEWS MESSAGES
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- 25. 2. EXPLAIN THEDENIAL/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 managementpositions 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”.
- 27. PRESENT THE DENIAL/ISSUE INNEGATIVE NEWS MESSAGES
- 28. 3. PRESENT THEDENIAL/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.”
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- 30. 4. END WITHA 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 ofthis 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.
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