1. Communicating Negative News Effectively At some point, everyone will have to
ID: 334402 • Letter: 1
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1. Communicating Negative News Effectively
At some point, everyone will have to deliver bad news. The bad feelings associated with this type of message can be alleviated if the receiver knows the reason for the bad news, feels the news is revealed sensitively, thinks the matter is treated seriously, and believes that the decision is fair. When applying these strategies, make sure to follow the writing process and determine whether to use a direct or an indirect pattern in your message.
Read the following scenario, and answer the following question.
You own a specialty candle manufacturing company that supplies candles for restaurants and other businesses. Your wax supplier recently went out of business, and the new supplier charges more for shipping and handling. Because of this, you need to raise your prices. Customers need to be informed of this price increase.
What are your goals when responding to the previous scenario? Check all that apply.
To encourage follow-up correspondence from the receiver
To maintain a positive image of you and your organization
To promise that your prices won’t increase again
To convey fairness
To reduce bad feelings
Fill in the blank with the correct part of an indirect message.
explains why the bad news was necessary and that the matter was taken seriously.
Determine what strategy should be used in the following situation.
You are going to deliver your product 24 hours late this month.
Indirect
Direct
Read the following scenario, and answer the following question.
You are the manager of a large restaurant. A charity asks you to donate money. You’ve already donated your budgeted amount for the year.
What should you do after you’ve composed your draft in response to this request? Check all that apply.
Switch positions and put yourself in the receiver’s shoes.
Proofread for format, punctuation, and correctness.
Determine what pattern to use.
Decide whether to use passive or active voice.
Read the following scenario, and answer the following question.
Printing and copying costs have skyrocketed at your company, and the company will begin charging employees for all hard copies of documents related to internal use. The message informing employees of this change uses an indirect approach and focuses on the environmental benefits of going paperless.
Is the sender using an indirect approach in an ethical or unethical manner?
Ethical
Unethical
3. Composing Effective Negative Messages
Use the indirect pattern when you need to soften or delay bad news until after an explanation is given. Understanding the four components of the indirect pattern will help you craft messages that convey empathy, present reasons, cushion bad news, and close pleasantly.
What buffering technique are you using if you provide objective information in your opening?
Compliment
Facts
Best news
Apologies are often part of bad news messages.
Read the following scenario, and answer the following question.
Your pharmaceutical company delivered the wrong shipment of medication to a chain of pharmacies. You need to draft an apology letter and rectify the situation.
What tips should you remember when writing the letter? Check all that apply.
Always admit blame.
Focus on regret.
Apologize sincerely.
Use good judgement to avoid litigation.
When are readers more open to bad news?
When it may benefit them or someone/something else
When no one benefits
When sound reasons are not given
Read the following scenario, and answer the following question.
You recently interviewed a candidate for a position in your sales department. Another candidate, who was more qualified, received the job.
Which of the following is the best technique for cushioning the bad news?
Invite further correspondence.
Use the passive voice.
Make unrealistic statements so you can be the “good guy.”
Read the following scenario, and answer the following question.
Your coworker needs to communicate with the cleaning crew that there is no need for them to come in during the holiday break. He is having trouble ending the letter and asks for your advice.
What tips can you offer him? Check all that apply.
Anticipate future relations and business.
Avoid endings that sound canned.
Use a canned ending to save time.
Dwell on the bad news to increase sympathy.
4. Refusing Typical Requests and Claims
To determine if you should use the direct or indirect strategy when refusing requests and claims, anticipate the receiver’s reaction to your refusal. Most people prefer to be let down easily when being refused; thus, the indirect strategy works well with most refusals.
Choose the best answer for each of the following questions about refusing direct requests and claims.
When refusing typical requests:
Concentrate on the refusal
Transition with the repetition of key ideas
Focus on negative elements
When a company must refuse a request for a donation to a charitable organization, how should the refusal message be focused?
On the state of not-for-profit giving and donation cycles
On the positive attributes of the charitable organization
On the myriad reasons why the company is unable to donate
True or False: You do not need to provide reasons when refusing an internal request.
False
True
Read the following scenario, and refusal letter and answer the following question.
You are the owner of a small chain of coffee shops. You were recently invited to a local business luncheon hosted by the mayor of your city, but you cannot attend the event. You send the following invitation refusal letter.
WhichBrew Coffee Company
4356 Bean Plaza
Blend, OR 98675
(333) 349-3432
May 13, 2009
Mayor Sam Cho
City Hall
3495 Galvin Boulevard
Blend, OR 98675
Dear Mayor Cho:
Your hard work during your last three months in the office has clearly paid off. The downtown beautification project is a colorful success with the addition of potted plants, flower beds, and window boxes. Thank you for being an integral part of what is now a pleasant environment for downtown shoppers and visitors.
I feel privileged to have received an invitation to your downtown business owners luncheon next month. Although I must decline your invitation, it is for a reason I am sure you can appreciate. WhichBrew is now ready to open a series of bakeries called WhatDough. The grand opening of our first WhatDough bakery is on the day of your luncheon. Because I would love to have the opportunity to visit with you, may I invite you to cut the ribbon at our next WhatDough grand opening? I am aiming for the second week of August, but I will call to confirm the date and time.
The people who come into our stores are friendly and value this community. You have helped develop this positive attitude through your dedication to downtown redevelopment. Thank you again for the invitation. I will contact you next week regarding the date and time of our next grand opening ceremony.
Sincerely,
Teresa Vaughn
True or False: The body of this message follows the writing plan for refusing routine requests.
False
True
5. Delivering Bad News to Customers
When delivering bad news to customers, use an indirect strategy as you would with other bad news messages, and maintain a positive tone.
Occasionally, companies disappoint their customers. Whenever possible, these problems should be addressed immediately. Choose the best answer for the following question about handling customer problems.
What is the first step you should take when a problem arises?
Call the individual customer.
Disguise the problem as a “technical error.”
Send the customer an e-mail.
Read the following scenario, and answer the following question.
You are the manager of a luxury hotel in Atlanta. A representative from the National Association of Engineers contacted you last month to reserve a large ballroom for the organization’s annual conference. He reserved the room by sending a check for 10 percent of the total room rental. However, you have not heard from him since, and the conference is less than a week away. The hotel’s policy is that payment in full is due a week prior to the event. You need to write him a message explaining the problem.
What should you include in the message? Check all that apply.
An opening statement that is negative and threatening
A positive opening statement that reveals facts
A blanket company statement that prohibits the group from having the event
An explanation of why the payment is needed and what will happen if it is not received
What are your goals when writing a letter denying credit? Check all that apply.
Raising false expectations
Including disclosures that could cause a lawsuit
Avoiding language that causes hard feelings
Avoiding disclosures that could cause a lawsuit
Charles is an administrative assistant for a classic car company specializing in Ford Mustangs. The manager of the shop asks him to proofread a message she is going to send to all employees.
Read the message, and answer the following questions.
Date: May 10
To: All Employees
From: Anne Leller
Manager, Classic Car Restoration Inc.
Subject: Three Shelby Mustangs
You all have to work overtime next week because we must have the three 1965 Shelby Mustangs ready for Bruce Willis, one of our best clients.
We have to make sure to use all original engine parts and to add a top-of-the-line clear coat on all three cars. Additionally, the client purchased the original radios for each car, so we have to install those too.
I apologize for any inconvenience, but, unfortunately, I am unwilling to make exceptions to this request. I promise you all that your bonus checks will be bigger at the end of the year!
What critique can Charles make of the body of the letter?
Fails to reveal reader benefits
Provides no explanation
Reveals confidential reasons
What error should Charles identify in the closing of the letter?
Uses flowery language
Offers good wishes
Makes a promise that might be difficult to keep
Read the following scenario, and answer the following question.
You recently conducted a series of interviews for an accounting position at your law firm. You’ve decided on a candidate but need to inform the other applicants that they were not selected for the position.
How can you reduce the disappointment? Check all that apply.
Provide extra information.
Use an indirect strategy.
Be vague in your explanation.
Reveal specific reasons for not hiring the applicant.
Read the following scenario, and answer the following question.
You work as the director of marketing at the Wild Children’s Museum. For the last six months, your team of 25 has been diligently planning a block party to promote the museum. Unfortunately, due to budget constraints, the museum has significantly cut the marketing and promotions budget. You will have to cancel the block party and focus on more frugal promotions. You need to inform your team of the decision, so you write this message.
You’re all doing an excellent job. Museum attendance is up, and Dr. Darlin and the Board of Directors are impressed with the new membership campaign materials we’ve designed. I’m proud to say we are doing a great job promoting the museum through these challenging economic times.
Budgets are still tight, however. Major gifts are down, and the museum is making significant cuts in each department’s annual operating budget for this fiscal year. In order to avoid mandatory staff furloughs, we will be temporarily suspending the block party until adequate funds are available.
I know you worked hard, but Dr. Darlin has decided it just wasn’t worth it. I guess he just didn’t think it was important enough to save. Clearly, he just doesn’t get it. Maybe next year.
What would be the most appropriate channel for this message?
A phone call to each team member
An interoffice memorandum
An e-mail
Fill in the blank with the correct part of an indirect message explains why the bad news was necessary and that the matter was taken seriously. The buffer egy should be used in the following situation. The reason er your product 24 hours late this month A bad news letterExplanation / Answer
1) To covey fairness, To maintain positive image of you and your organization
It is very important to be open and transparent with customers. If they are told reason for price increase, they will take it up in positive way
A bad news letter explains why the bad news was necessary for an indirect message
Direct message should be used when conveying that product will be delivered 24 hours late this month
Following should be done after composing draft:
Switch positions and put yourself in the receiver’s shoes
Proofread for format, punctuation, and correctness
Both the above points are important to check how the message is typed and what it will convey
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