McGraw-Hill/Irwin Copyright © 2012 by The McGraw-Hill Companies, Inc. All rights reserved.

chapter
six
Writing Bad-News Messages

“Using tact and courtesy helps the reader accept bad news.”
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 Bad News Message Usually in the
Indirect Order
• Bad news is received more positively when
preceded by explanation.
• Cushioning the bad news shows consideration
for your reader’s feelings.
• But exceptions can be made
– When the message will be routinely accepted
– When you know frankness is wanted

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 The General Indirect Plan
• Begin with a strategic buffer
– Words that acknowledge any preceding messages
and
– set up your strategy
• Develop the strategy
• Present the bad news positively
• Offer an alternative when possible
• End with goodwill, specifically adapted

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 An Indirect Claim
The message plan:
Opening • Begin with a buffer that identifies the problem
and sets up the rest of the message.
Body • Explain the facts—enough to permit a decision.
• Seek corrective action, either by stating what you
want or want done.
Closing • End positively—on a friendly but firm note.

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 http://[email protected]
Alison Ott
Billing correction for shipment under Invoice X13771

Ms. Ott:
Sending gifts to both friends and clients has long been a practice I’ve enjoyed and counted on your
company’s products for many of them over the years

From your invoice of August 7, I see that you have sent my gifts Collect on Delivery (COD). I need your
friendly help in restoring face. Please refer to my original order of July 31 (copy attached) to see that
the Madam Butterfly jewel box for Ms. Marina Smith and the Piper smoking jacket for Mr. Zeke Smith
were clearly specified for prepaid shipment. You were to include the bill for these items on the my
credit card along with the charge for the Black Diamond desk sent to me.

Please correct this embarrassing error right away. I ask that you write each of the recipients of my
gifts, refunding their money and explaining what happened. Then send copies of your letters and the
total bill to me.
You will have my grateful thanks for putting me back in the good graces of the Bannisters.

Leonard Deftos

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 Indirect Plan for Bad News
The message plan:
Opening • Begin with words that identify the subject,
are neutral, and set up the message.
Body • Present reasons using positive language and
you-viewpoint.
• Refuse clearly and positively, embedding
where possible to de-emphasize the negative.
• Include a counterproposal or compromise
when appropriate.
Closing • End with an adapted goodwill comment.

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 A Tactful, Courteous Refusal (1 of 2)
[email protected]
[email protected]
Request for alumni information

Mr. Bragg,
Your study of the progress of State University graduates sounds very useful and
interesting. As you know, we employ many State graduates here at S&L. We are
pleased that you would ask our help in your efforts.

In reviewing the requirements of your project, we find that it would be necessary to

search through the personnel files of each of our 10,000 employees. As our regular staff
is already working at capacity, may we suggest that we make our files available to you
or your representatives? We would ask only that you protect the confidentially of the
information in the files. We would be pleased to give you working space in the records
center. And we would assure you of the cooperation and assistance of our records
personnel.

As another alternative, may we suggest that you use a part-time student worker who is
already acquainted with our files? From time to time, Ms. Mary Mahoney

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 A Tactful, Courteous Refusal (2 of 2)
[email protected]
[email protected]
Request for alumni information

has worked in our records center. And we would assure you of the
cooperation and assistance of our records personnel.
As another alternative, may we suggest that you use a part-time student
worker who is already acquainted with our file system? From time to time,
Mary Sunderland has worked in our file center. We estimate that she could
do your work in about five weeks, working her customary twenty hours a
week. The cost would be about $900. If you prefer this arrangement, we
would be pleased to send you her contact information.
Please let us know how we may help you complete your project. We look
forward to reading the results in the Alumni Bulletin.
Terry

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 Brief Review of Procedure for
Adjustment Refusals
The message plan:
Openin • Begin with words that
g – are on subject,
– are neutral, and
– set up the message.
Body • Present the strategy that will explain or justify.
• Make it factual and positive.
• Lead systematically to the refusal.
• Then refuse--clearly and positively.
Closing• End with forward-looking, friendly words.

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 An Indirect, Courteous, and Clear
Adjustment Refusal (1 of 2)
http://[email protected]
http://[email protected]
Special paneling concern

Mr. Luce,
Certainly we understand the concern expressed in your May 11 letter about getting just
the right paneling for your new office building. That is why we do everything we can to
ensure that our clients are pleased with the materials they purchase from us.
In cases where customers have purchased from our regular stock, it is usually a simple
matter to allow product returns. In your case, your architect specified a most unusual
and distinctive finish. His specifications were very detailed, and we followed them to
the letter. Although the finished paneling is genuinely beautiful, it is unique and cannot
go into our regular stock. For this reason, we must consider the sale final. At this
point, any adjustment in this case must be between you and your architect.

We are grateful that you chose J&V products for your distinctive building. We stand
ready to meet your future needs to the letter. Dominic Terrado

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 An Indirect, Courteous, and Clear
Adjustment Refusal (2 of 2)
http://[email protected]
http://[email protected]
Special paneling concern

regular stock. For this reason, we must consider the sale final. At this point, any
adjustment in this case must be between you and your architect.

We are grateful that you chose J&V products for your distinctive building.
We stand ready to meet your future needs to the letter.
Dominic Terrado

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 Typical Indirect Strategy for
Negative Announcements
The message plan:
Opening  Start with a buffer that sets up an
explanation of the bad news.
Body  Present the justification.
 Cover the bad news positively but clearly.
 Help resolve any problem the bad news
creates.
Closing  End with appropriate goodwill.

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 Direct Negative Announcements
• Sometimes justified
– if news is expected
– when news is insignificant
– when news may have positive possibilities

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 http://[email protected]
J&J Training Staff
Smarter Use of Our Travel Money

As you know, J&J Training succeeds because of you, our expert staff. Thanks to your
efforts and the positive reputation you’ve built for our company, J&J continues to attract a
relatively healthy clientele even in these economically challenging times.

To ensure our success through this economic slump, we need to minimize expenses while
also staying at the top of our game. One item in our budget that I believe we can trim
without compromising our competitive edge is our travel expenses. Last year, travel to
industry seminars cost J&J over $32,000. These trips enabled us to learn about the latest
tools and teaching strategies, which are essential in our business. On the other hand,
spending so much on this budget item takes support away from other functions, such as
marketing and equipment maintenance, that are also critical to what we do.

Fortunately, many of the organizations and companies who host the seminars we attend
also offer online equivalents for many of their sessions. For example,

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 http://[email protected]
J&J Training Staff
Smarter Use of Our Travel Money

Fortunately, many of the organizations and companies who host the seminars we attend also offer
online equivalents. For example, through the ASTD, one can purchase a two-hour webinar on
training strategies for $200, which not only saves all travel expenses but also lets several people
participate for one registration fee. The materials that can be downloaded from these seminars can
also be shared.
Attached to this email is a new travel authorization form. You’ll see that one part of the form asks
you to verify that no comparable online substitute is available for the conference or event that you
wish to attend. The form also includes a space where you can explain why it is important that you
attend this particular event. I hope that using this form will enable us to trim a sizable amount off
our travel expenses while still enabling us to stay abreast of the latest developments in our
industry.
Overall, J&J is holding steady, even in this challenging economy. I appreciate your efforts to trim
expenses where possible while continuing to deliver the kind of training that keeps our clients
coming back and recommending us to others.
Jim

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