Presented By:By:Manish Mishra Madhu Rahul Ravish Oliwul Islam Nikhilesh


The Three-Step Process ThreePlanning Writing Completing


Organizing Bad-News Messages BadThe objective of a bad-news message badis to convey the bad news without bruising the reader·s feelings


Three Goals When Delivering Bad News
Convey the bad news Gain acceptance for the bad news Maintain goodwill by adopting a ´youµ attitude
‡ Emphasize audience goals, not the company·s ‡ Look for the best in your audience ‡ Choose appropriate tone and organization


Tone Can Ease Disappointment
Tone has an impact on your audience
‡ Makes audience agree that decision is fair ‡ Leaves them with a positive attitude

Word choice modifies your tone
‡ Phrase things positively ‡ Avoid words that accuse ‡ Show how audience will benefit ‡ Avoid the word ´youµ if it sounds accusative

Organization Varies with Audience
Use indirect approach when audience
‡ Is emotionally involved ‡ Will be displeased by the bad news

Use direct approach when audience
‡ Prefers bad news first ‡ Is emotionally uninvolved ‡ Will be unaffected by the bad news


Organization Varies with Situation
Use direct approach for
‡ Internal memos ‡ Routine messages to other businesses ‡ Situations that demand firmness
² Rejecting job applicants ² Refusing to write recommendation letters

Use indirect approach for
‡ ‡ ‡ ‡ Bad news about orders or products Denials of routine requests or invitations Refusals of claim adjustments or credit Bad news about people

Four Parts of Indirect Organization

Begin with a neutral or positive statement.

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.


Three Parts of Direct Organization

Bad news
State the bad news up front.

Explain the reasons for the bad news. Offer some alternatives if you can.

Positive Close
Close with a positive statement³something aimed at soothing the reader. Express interest or encouragement .


Communicating the Bad News
When providing bad news to customers, your goal is to make them feel good about continuing to do business with you.


Claims and Adjustments
Things to employ
‡ Courtesy and tact ‡ Indirect approach ‡ Positive attitude ‡ Understanding and respect

Things to avoid
‡ Accepting blame ‡ Accusations ‡ Defamation ‡ Negative language


Bad News about Orders
Focus on what can be done rather than on what cannot be done Work toward eventual sale comparable to original order Make instructions or additional information clear Keep audience interested

Bad News about People
Four types of unfavorable news
‡ ‡ ‡ ‡ Refusal to write recommendation letters Rejection of job applicants Termination of employees Negative performance reviews


Negative Performance Reviews
Confront problem immediately
‡ Plan your message ‡ Deliver message in private ‡ Focus on the problem

Mention employee·s positive points Suggest ways to improve Ask for employee·s commitment


The buffer covers a point that the reader and the writer can agree on.
Thank you for your letter describing the problem with your portable Sony CD Walkman. We believe, as you do, that electronic equipment should be built to last. That¶s why we stand behind our products with a 90-day warranty.

The reasons put the bad news in a favorable light
Even though your Walkman is a year old and therefore out of warranty, we can still help.


Possible Buffers
Express appreciation Assure audience that the matter was given careful consideration Compliment audience Express understanding of the situation and the audience·s needs


Bad News
Stating the bad news indirectly tactfully leaves the repair decision to the customer
Please package your CD player carefully and ship it to our store in Hannover. Include your complete name, address, phone number, and a a brief description of the problem along with a check for $35. After examining 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.

Close With Confidence
Be sincere Stay positive Limit future correspondence Be confident and optimistic


Positive Close
The close blends sales promotion with an acknowledgement of the customer·s interests.
Thanks again for inquiring about our service. I¶ve also enclosed a catalog of our latest high-tech electronic gear. For the month of June, Sony is offering a ³Trade-Up Special,´ at which time you can receive trade-in credit for your Walkman when you purchase a newer model.

Tips for Formulating Buffers
Don·t beat around the bush Don·t build up false hopes of positive answers Avoid saying no Avoid know-it -all tone knowAvoid wordy, irrelevant phrases Don·t apologize Don·t be long-winded long8-21

Tips for Constructing Reasons
Begin with most positive points; move to less positive ones Don·t hide behind company policy Don·t apologize³this implies the apologize³ organization made a mistake Use positive, nonjudgmental tone Skip reasons if they are confidential, purely negative, self-serving, or complicated self8-22

Tips for Stating Bad News
DeDe-emphasize it
‡ Minimize space or time ‡ Subordinate it ‡ Embed it

Use conditional ´ifµ or ´whenµ statement Focus on what you did do, not on what you didn·t do


Tips for Providing Positive Close
‡ Conclude on upbeat note ‡ Propose attainable solution ‡ Provide resale ‡ Clarify action required

‡ Repeat bad news ‡ Apologize ‡ Urge additional communication ‡ Include insincere clichés ‡ Anticipate problems or doubt customer loyalty


Positive Phrasing
Instead of this
‡ We have received your broken clock. ‡ I cannot understand what you mean. ‡ The damage won·t be fixed for a week. ‡ There will be a delay in your order. ‡ Your account is in error.

Say this
‡ We have received the clock you sent us. ‡ Please clarify your request. ‡ The item will be repaired next week. ‡ We will ship your order as soon as possible. ‡ Corrections have been made to your account.


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