NEGATIVE MESSAGES Resolving Business Problems 1. 2. 3. 4. Call the individual involved. Describe the problem and apologize. Explain Why the problem occurred What you are doing to resolve the problem How you will prevent the problem from happening again Follow up with a letter that Documents details discussed in the phone call Promotes goodwill The Indirect Strategy Buffer – Do not start with the problem or main reason you are writing Reasons – Offer reason for the issue Bad News – Relay the negative message Closing – End poliety Possible Buffers for Opening Bad News Messages Best news Appreciation Agreement Facts Understanding Apology Evaluating Buffer Statements How effective are the following openings for a letter that refuses to grant credit? Unfortunately, your application for credit has been reviewed negatively. (Reveals bad news bluntly) We are delighted to receive your application for credit. (Gives wrong impression) The recent resurgence of interest in the stock market caught many of us by surprise. (Is not relevant) Evaluating Buffer Statements How effective are the following openings for a letter that refuses a request for a donation? Your request for a monetary contribution has been referred to me for reply. (Fails to engage reader) We appreciate the fine work your organization is doing to provide early childhood programs that meet the needs of parents and very young children. (Compliments reader but doesn't imply approval) Presenting the Reasons Be cautious in explaining. Cite reader benefits, if possible. Explain company policy, if relevant. Choose positive words. Show that the matter was treated seriously and fairly. Techniques for Deemphasizing Bad News Avoid the spotlight. Put the bad news in the middle of a paragraph halfway through the message. Use a long sentence. Don't put the bad news in a short, simple sentence. Place the bad news in a subordinate clause. Although we have no position for an individual with your qualifications at this time, we are pleased that you thought of us when you started your job search. Use the passive voice. Instead of this: We cannot make a contribution at this time. Try this: A contribution cannot be made at this time. Be clear but not overly graphic. Instead of this: Our investigation reveals that you owe three creditors large sums and that you were fired from your last job. Try this: Our investigation reveals that your employment status and your financial position are unstable at this time. Imply the refusal. Instead of this: We cannot contribute to your charity this year. Try this: Although all our profits must be reinvested in our company this year, we hope to be able to support your future fund-raising activities. Suggest an alternative. Although the cashmere sweater cannot be sold at the erroneously listed price of $18, we can allow you to purchase this $218 item for only $118. Passive-voice verbs focus attention on actions rather than on personalities. They are useful in being tactful. Active Voice: Passive Voice: I cannot allow you to return the VCR because . . . . Return of the VCR is not allowed because . . . . Active Voice: Passive Voice: Ryan checked the report, but he missed the error. The report was checked, but the error was missed. Notice that passive-voice verb phrases always include "helper" verbs such as is, are, was, were, being, or been. Examples of "helper" verbs forming passive voice: The report was checked. The schedule is being revised. Invitations were sent. QUICK CHECK Convert the following statements from active to passive voice. 1. 2. I am unable to make a cash contribution this year because of unusually high taxes. A cash contribution this year cannot be made because of unusually high taxes. We cannot process your application this month. Your application cannot be processed this month. 3. We sell our products only through franchised retailers. Our products are sold only through franchised retailers. 4. Mark made a programming error that delayed our project. A programming error was made that delayed our project. Closing Bad News Messages Avoid endings that sound canned, insincere, inappropriate, or self-serving. Try to personalize the closing with A forward look An alternative to the refusal Good wishes Freebies Resale or sales promotion Writing Plan for Refusing Requests or Claims Buffer Start with a neutral statement on which both reader and writer can agree, such as a compliment, an expression of appreciation, a quick review of the facts, or an apology. Try to include a key idea or word that acts as a transition to the explanation. Reasons Present valid reasons for the refusal, avoiding words that create a negative tone. Include resale or sales promotion, if appropriate. Bad News Soften the blow by positioning the bad news strategically, using the passive voice, accentuating the positive, or implying a refusal. Suggest a compromise or substitute, if possible. Closing Renew good feelings with a positive statement. Look forward to continued business. Avoid referring to the bad news. Refusal of Request for Cash Refund Dear Mr. George: You are one of nearly 500 individuals who took advantage of our membership campaign and joined the Bikes & More physical fitness program. We're glad that you have been able to use our outstanding training equipment and our workout classes for the past seven months. Because of the success of our membership campaign, we have been able to add a number of state-of-the-art equipment units, including a high-tech motorized treadmill with a computer that monitors a jogger's progress. This and other improvements to Bikes & More depend on the contracts signed by individuals like you. We hire employees, schedule workouts, and purchase equipment based on the number of contract memberships in effect. To allow membership contracts to be broken would make it impossible for us to fulfill our commitments to our employees and to our members. Although your contract payment cannot be refunded, we can deactivate your membership. When you return from your overseas assignment, you may resume your active status and use the remaining five months of your membership. Enclosed is a form for you to return regarding the status of your membership. You can count on Bikes & More to help you get back in shape when you are able to resume your membership. Sincerely, Enclosure ---------------------Points to notice in this letter: The buffer contains positive but neutral statements. The transition repeats the expression membership campaign, a key idea from the opening. The explanation is logical and objective. The refusal is softened by position, wording, and alternative. The goodwill closing focuses on making the alternative easy to accept. Writing Plan for Announcing Bad News to Customers or Employees Buffer Reasons Open with a compliment, appreciation, facts, or some form of good news. Include a key idea that leads from the opening to the reasons. Explain the logic behind the bad news. Use positive words. Try to show reader benefits, if possible. Bad News Position the bad news so that it does not stand out. Consider implying the bad news. Suggest an alternative, compromise, or substitute, if possible. Closing Look forward positively. Provide information about an alternative, if appropriate.
