Negative Messages:

1
Negative Messages

• Being the bearer of Bad News

2
The 4 Step Program

• Call or give the information in person
• Describe the problem
• Describe the cause and/or solution
• Follow Up with a letter
• Q why start out in person?
• why follow up with a letter?

3
The Follow Up Letter Pattern

• Use a Buffer
• Transition to the real problem
• Give your reasons
• Cushion the News
• Provide and Alternative
• Be Nice! (Especially in Closing)

4
1. Grade A Buffers

• Apology (be cautious with this!)
• Agreement (the Elbow Moment)
• Appreciation (manufacture if you must)
• Assessment (just the facts, maam)

5
Transitions

• Link the buffer and the reasons

6
2. Reasons Make them Good!

• Benefits (for recipient or another)
• Cautiousness
• Definitions (policy and procedure)
• Explanations (if you owe them)
• Fair and Serious Treatment

7
3. Bad News Break it Gently

• Position in the middle of a paragraph
• Passive voice (no shame, no blame)
• Positive words
• Or try
• Indirect refusal
• Alternatives rather than a turn-down

8
(More) Positive language

• Instead of Try
• No Not at this time
• Will not Will until
• Dont Do instead
• Closed Open until
• Cannot May be able to . . .

9
4 Provide Alternatives

• Can you provide a service instead of a refund?
• Can you send promotional items instead of
  returning money?
• Can you suggest someone who can do a job you
  cant?

10
4. Be Nice Close the Letter, not the
Relationship.

• Look forward (to seeing the client, to building a
  relationship, to the next order, to the
  resolution of the problem)
• Wish you well
• Make this sincere, not contrived dont use tired
  phrases
• Show appreciation for time and care taken

11
When to be direct

• When the news is insignificant
• When the information may get lost
• When the company says so
• When the client says so
• When firmness is really necessary