Chapter 8
Negative Messages
© 2007 by Nelson, a division of Thomson Canada Limited.
Ch. 8-1
Resolving Business Problems
 Call the individual involved.
 Describe the problem and apologize.
 Explain:
• Why the problem occurred.
• What you are doing to resolve it.
• How you will prevent the problem from
happening again.
© 2007 by Nelson, a division of Thomson Canada Limited.
Ch. 8-2
Resolving Business Problems
 Follow up with a letter that
• Documents details discussed in the phone
call.
• Promotes goodwill.
© 2007 by Nelson, a division of Thomson Canada Limited.
Ch. 8-3
The Indirect Strategy

Buffer opening

Reasons first in the body

Bad news follows in the body

Pleasant closing
© 2007 by Nelson, a division of Thomson Canada Limited.
Ch. 8-4
Possible Buffers for Opening
Bad-News Messages

Best news

Compliment

Appreciation

Agreement

Facts

Understanding

Apology
© 2007 by Nelson, a division of Thomson Canada Limited.
Ch. 8-5
Evaluating Buffer Statements
How effective is the following opening for
a letter that refuses to grant credit?
1. Unfortunately, your application for credit
has been reviewed negatively.
(Reveals bad news bluntly)
© 2007 by Nelson, a division of Thomson Canada Limited.
Ch. 8-6
Evaluating Buffer Statements
How effective is the following opening for
a letter that refuses to grant credit?
2. We are delighted to receive your
application for credit.
(Gives wrong impression)
© 2007 by Nelson, a division of Thomson Canada Limited.
Ch. 8-7
Evaluating Buffer Statements
How effective is the following opening for
a letter that refuses to grant credit?
3. The recent resurgence of interest in the
stock market caught many of us by surprise.
(Is not relevant)
© 2007 by Nelson, a division of Thomson Canada Limited.
Ch. 8-8
Evaluating Buffer Statements
How effective is the following opening for
a letter that refuses a request for a
donation?
1. Your request for a monetary contribution has
been referred to me for reply.
(Fails to engage reader)
© 2007 by Nelson, a division of Thomson Canada Limited.
Ch. 8-9
Evaluating Buffer Statements
How effective is the following opening for
a letter that refuses a request for a
donation?
2. 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)
© 2007 by Nelson, a division of Thomson Canada Limited.
Ch. 8-10
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.
© 2007 by Nelson, a division of Thomson Canada Limited.
Ch. 8-11
Cushioning the 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.
© 2007 by Nelson, a division of Thomson Canada Limited.
Ch. 8-12
Cushioning the Bad News
• 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.
© 2007 by Nelson, a division of Thomson Canada Limited.
Ch. 8-13
Cushioning the Bad News

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.
© 2007 by Nelson, a division of Thomson Canada Limited.
Ch. 8-14
Cushioning the Bad News

Accentuate the positive.
Instead of this:
Try this:
We will not accept
returned merchandise
without a receipt.
We are happy to
accept returned
merchandise with a
receipt.
© 2007 by Nelson, a division of Thomson Canada Limited.
Ch. 8-15
Cushioning the Bad News

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.
© 2007 by Nelson, a division of Thomson Canada Limited.
Ch. 8-16
Cushioning the Bad News

Suggest an alternative.
Although the product ordered cannot be sold at the
incorrectly listed price of $18, we can allow you to
purchase this $218 item for only $118.
© 2007 by Nelson, a division of Thomson Canada Limited.
Ch. 8-17
Using the Passive Voice

Passive-voice verbs focus attention on
actions rather than on personalities. They
are useful in being tactful.
Active voice:
I cannot allow you to
return the VCR
because . . . .
Passive voice:
Return of the VCR is
not allowed because . .
..
© 2007 by Nelson, a division of Thomson Canada Limited.
Ch. 8-18
Using the Passive Voice
Passive-voice verbs focus attention on
actions rather than on personalities. They
are useful in being tactful.

Active voice:
Ryan checked the
report, but he missed
the error.
Passive voice:
The report was
checked, but the error
was missed.
© 2007 by Nelson, a division of Thomson Canada Limited.
Ch. 8-19
Using the Passive Voice
Notice that passive-voice verb phrases
always include “helper” verbs.
© 2007 by Nelson, a division of Thomson Canada Limited.
Ch. 8-20
Using the Passive Voice

Examples of “helper” verbs forming
passive voice:
• The report was checked.
• The schedule is being revised.
• Invitations were sent.
© 2007 by Nelson, a division of Thomson Canada Limited.
Ch. 8-21
Try Your Skill
Convert the following statement from
active to passive voice.
 I am unable to make a cash contribution this
year because of unusually high taxes.
A cash contribution cannot be made this year
because of unusually high taxes.
© 2007 by Nelson, a division of Thomson Canada Limited.
Ch. 8-22
Try Your Skill
Convert the following statement from
active to passive voice.
 We cannot process your application this month.
Your application cannot be processed this
month.
© 2007 by Nelson, a division of Thomson Canada Limited.
Ch. 8-23
Try Your Skill
Convert the following statement from
active to passive voice.
 I have examined your employment record and
found that you have little cost accounting
experience.
Examination of your employment record has
revealed that you have little cost accounting
experience.
© 2007 by Nelson, a division of Thomson Canada Limited.
Ch. 8-24
Try Your Skill
Convert the following statement from
active to passive voice.
 Mark made a programming error that delayed
our project.
A programming error was made that delayed our
project.
© 2007 by Nelson, a division of Thomson Canada Limited.
Ch. 8-25
Closing Bad-News Messages
Avoid endings that sound superficial,
insincere, inappropriate, or self-serving.
Try to personalize the closing with:
•
•
•
•
•
A forward look.
An alternative to the refusal.
Good wishes.
Special offers.
Resale or sales promotion.
© 2007 by Nelson, a division of Thomson Canada Limited.
Ch. 8-26
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.
Transition
• Try to include a key idea or word that acts as a
transition to the reasons.
© 2007 by Nelson, a division of Thomson Canada Limited.
Ch. 8-27
Writing Plan for Refusing
Requests or Claims
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 de-emphasizing the bad
news, using the passive voice, accentuating the
positive, or implying a refusal.
© 2007 by Nelson, a division of Thomson Canada Limited.
Ch. 8-28
Writing Plan for Refusing
Requests or Claims
Alternative
• Suggest a compromise or substitute, if possible.
Closing
• Renew good feelings with a positive statement.
• Avoid referring to the bad news.
• Look forward to continued business.
© 2007 by Nelson, a division of Thomson Canada Limited.
Ch. 8-29
Example - Refusal of Request
for Cash Refund
Dear Mr. Riccio:
You are one of nearly 500 individuals who took advantage
of our membership campaign and joined the MegaGym
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.
© 2007 by Nelson, a division of Thomson Canada Limited.
Ch. 8-30
Example - Refusal of Request
for Cash Refund
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 hightech motorized treadmill with a computer that
monitors a jogger's progress. This and other
improvements to MegaGym 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.
© 2007 by Nelson, a division of Thomson Canada Limited.
Ch. 8-31
Example - Refusal of Request
for Cash Refund
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
© 2007 by Nelson, a division of Thomson Canada Limited.
Ch. 8-32
Example - Refusal of Request
for Cash Refund
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.
© 2007 by Nelson, a division of Thomson Canada Limited.
Ch. 8-33
Example - Refusal of Request
for Cash Refund
Enclosed is a form for you to return
regarding the status of your membership.
You can count on MegaGym to help you get
back in shape when you are able to resume
your membership.
Sincerely,
© 2007 by Nelson, a division of Thomson Canada Limited.
Ch. 8-34
Points to Notice in the 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.
•
© 2007 by Nelson, a division of Thomson Canada Limited.
Ch. 8-35
Points to Notice in the Letter
The refusal is softened by position,
wording, and alternative.
•
The goodwill closing focuses on making
the alternative easy to accept.
•
© 2007 by Nelson, a division of Thomson Canada Limited.
Ch. 8-36
Writing Plan for Announcing Bad
News to Customers and Employees
Buffer
• Open with a compliment, appreciation, facts, or
some form of good news.
Transition
• Include a key idea or word that leads from the
opening to the reasons.
© 2007 by Nelson, a division of Thomson Canada Limited.
Ch. 8-37
Writing Plan for Announcing Bad
News to Customers and Employees
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.
© 2007 by Nelson, a division of Thomson Canada Limited.
Ch. 8-38
Writing Plan for Announcing Bad
News to Customers and Employees
Alternative
• Suggest a compromise, alternative, or substitute,
if possible.
Closing
• Look forward positively.
• Provide information about an alternative, if
appropriate.
© 2007 by Nelson, a division of Thomson Canada Limited.
Ch. 8-39
When to Use the Direct Pattern for
Bad-News Messages
• When the bad news is not damaging.
• When the receiver may overlook the bad news.
• When organization policy suggests directness.
• When the receiver prefers directness.
• When firmness is necessary.
© 2007 by Nelson, a division of Thomson Canada Limited.
Ch. 8-40
End
© 2007 by Nelson, a division of Thomson Canada Limited.
Ch. 8-41