A1260942377KuDiX

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Sensitive Messages
Includes material from Guffey text Ch 11
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Discussion

• Share a time you received bad news in writing.
  What did you like and dislike about the method
  used?

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Goals in CommunicatingBad News

• To make the reader understand and accept the bad
  news
• To promote and maintain a good image of the
  writer and the writers organization
• To make the message so clear that additional
  correspondence is unnecessary
• To avoid legal liability

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The Indirect Pattern
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The Indirect Pattern

• BUFFER a neutral or positive opening that does
  not reveal the bad news
• REASONS an explanation of the causes for the
  bad news
• BAD NEWS a clear but understated announcement
  of the bad news that may include an alternative
  or compromise
• CLOSE a personalizing, forward-looking,
  pleasant statement

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Buffering the Opening

• Best News
• To ensure that your correspondence goes out with
  the last pickup, were starting a new messenger
  pickup service at 230pm

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Buffering the Opening

• Compliment
• The Kiwanas have my sincere admiration for their
  fundraising projects on behalf of hungry
  children, I am honored that you asked me to
  speak. (avoid raising false hopes)

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Buffering the Opening

• Appreciation
• I appreciated learning about your qualifications
  during our interview. note avoid thanking the
  reader for something you are about to refuse

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Buffering the Opening

• Agreement
• We both realize how much the export business has
  been affected by the relative strength of the
  dollar in the past two years.

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Buffering the Opening

• Facts
• During the past five years the number of
  employees eating breakfast I our cafeteria has
  dropped from 32 to 12.

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Buffering the Opening

• Understanding
• We know that you expect superior performance
  from all the products you purchase from Office
  City.

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Buffering the Opening

• Apology
• Were genuinely sorry you were disappointed in
  the quality of the ice cream you recently
  purchased at Amys. Your opinion is important to
  us, and we appreciate your giving us the
  opportunity to look into the problem you describe.

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Reasons Refusing Requests

• Explain why the request must be denied, without
  revealing the refusal.
• Avoid negativity (unfortunately, impossible).
• Show how your decision benefits the receiver or
  others, if possible.
• Focus on maintaining the relationship avoid
  being blunt or insensitive to needs

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Reasons Sending Bad News to Customers

• Justify the bad news with objective reasons
• Use resale, if appropriate, to restore the
  customers confidence
• Avoid blaming the customer or hiding behind
  company policy
• Look for reader benefits
• Maintain relationship if at all possible

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Reasons Negative Organizational News

• Explain - what caused the decision
• Use objective, nonjudgmental language
• Show empathy and fairness

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Bad News

• Explain the bad news clearly, but dont
  accentuate it.
• Avoid negative language.
• Say the bad news once and move on to a focus on
  the future/alternatives.
• Never repeat the bad news

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Bad News

• Consider burying the bad news in the middle of
  the memo/letter and/or in the middle or at the
  end of a paragraph.
• Suggest an alternative, if one exists.

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Bad News

• Subordinating bad news in passive voice
• although our equipment cant be loaned, we wish
  you well in . . .
• Implying bad news in passive voice
• Because our equipment is sold only through
  dealers, we invite you to examine it at your
  local Stereo City.

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Passive-Voice Verbs

• Rewrite these sentences in passive voice
• Because of our Web site, we are no longer
  offering a printed catalog.
• We are unable to grant your request for a loan.

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Passive-Voice Verbs

• Because of our Web site, we are no longer
  offering a printed catalog.
• Because of our Web site, a printed catalog is
  no longer being offered.
• We are unable to grant your request for a loan.
• Your loan request cannot be granted.

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Subordinating Bad News

• Subordinating formula
• While/Although (bad news in passive voice),
  (alternative in active voice)
• Rewrite subordinating the bad news
• It is impossible for us to ship your complete
  order at this time. However, we are able to
  send the four oak desks now you will receive
  them within five days.

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Subordinating Bad News

• It is impossible for us to ship your complete
  order at this time. However, we are able to send
  the four oak desks now you will receive them
  within five days.
• Although your complete order cannot be shipped
  at this time, we sent the four oak desks, which
  will arrive within five days.

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Implying Bad News

• Implying formula
• Because/Since (reason in passive voice),
  (alternative in active voice).
• Rewrite implying the bad news
• I already have a prior engagement in my
  appointment calendar for March 31st. Therefore,
  I am unable to speak to your group. However, I
  would like to recommend another speaker.

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Implying Bad News

• I already have a prior engagement in my
  appointment calendar for March 31st. Therefore,
  I am unable to speak to your group. However, I
  would like to recommend another
  speaker. Because of a prior engagement on March
  31st, I am recommending another speaker.

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Implying Bad News

• Rewrite implying the bad news
• Because of the holiday period, all our billboard
  space was used this month. Therefore, we are
  sorry to say that we could not give your group
  display space. However, next month we hope to
  display your message.

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Implying Bad News

• Because of the holiday period, all our billboard
  space was used this month. Therefore, we are
  sorry to say that we could not give your group
  display space. However, next month we hope to
  display your message.
• Since billboard space was completely filled
  during the holidays, we hope to display your
  message next month.

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Close

• Supply more information about an alternative, if
  one is offered.
• Look forward to future business.
• Offer good wishes and compliments.
• Avoid referring to the refusal/bad news.
• End on a positive, friendly note.

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Avoiding Three Causes Of Legal Problems
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Avoiding Three Causes of Legal Problems

• Abusive language
• Defamation use of any language that harms a
  persons reputation
• Libel written defamation
• Slander spoken defamation
• Help Desk

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Avoiding Three Causes of Legal Problems

• Careless language
• Avoid making statements that are potentially
  damaging or that could be misinterpreted (the
  factory is too hazardous for tour groups).

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Avoiding Three Causes of Legal Problems

• The good-guy syndrome
• Avoid making statements that ease your conscience
  or make you look good (I thought you were an
  excellent candidate, but we had to hire . . . ).

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Avoiding Legal Problems Final Tips

• Your view must reflect organizations
• Dont admit or imply responsibility without
  checking with legal counsel
• When turning down job candidates
• focus on skills/abilities of the candidate
• avoid any reference to non job-related reasons

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Use the Direct Pattern When

• When the receiver may overlook the bad news
• When organization policy/culture suggests
  directness
• When the receiver prefers directness

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Use the Direct Pattern When

• When firmness is necessary. Employee
  disciplinary actions.
• When the bad news is not damaging or is
  insignificant (note insignificant is in the eye
  of the beholder!)

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Before Ineffective Request Refusal Memo
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• MEMORANDUM
• TO David Walters
• FROM Bob Goof
• SUBJECT Your request
• Unfortunately, we cannot permit you to apply the
  lease payments youve been making for the past
  ten months toward the purchase of your Sako 600
  copier.
• Company policy does not allow such conversion.
  Have you ever wondered why we can offer such low
  leasing and purchase prices? Obviously , we
  couldnt stay in business long if we agreed to
  proposals such as yours.
• Youve had the Sako 600 copier for ten months
  now, and you say you like its versatility and
  reliability. Perhaps we could interest you in
  another Sako model one thats more within your
  price range.
• Do give us a call.

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Critical Thinking Questions

• What is the purpose of the memo?
• What goals should Bob have?
• What prevents this memo from achieving those
  goals
• What are the likely audience questions,
  misconceptions, and agreements?
• What idea could be used as a buffer?
• How could the bad news be subordinated? Implied?
• What attractive alternative could be offered?
• How could the letter provide a friendly close?

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After Improved Request Refusal Memo
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• Were happy to learn that you are enjoying the
  use of the Sako copier youve been leasing for
  the past ten months. Like our many other
  customers, you have discovered that Sako copiers
  offer remarkable versatility and reliability.
• One of the reasons were able to offer these
  outstanding copiers at such low leasing rates and
  equally low purchase prices is that we maintain a
  slim profit margin. A provision for applying
  lease payments toward the purchase price would
  result in an increase in overall prices.
  Although lease payments cannot be credited toward
  purchase price, we can offer you other Sako
  models that are within your price range. The
  Sako 400 delivers the same reliability with
  nearly as many features as the Sako 600.
• Please let us demonstrate the Sako 400 to your
  staff in your office. Our representative, Tracy
  Wilson, will call you soon to arrange a time.
• We look forward to your continued business.

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Before Ineffective Bad News Memo to Employees
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• DATE 10/16/04
• MEMO TO Staff
• Beginning January 1 your monthly payment for
  healthcare benefits will be increased from 42 to
  109.
• Every year healthcare costs go up. Although we
  considered dropping other benefits, Midland
  decided that the best plan was to keep the
  present comprehensive package. Unfortunately, we
  cant do that unless we pass along some of the
  extra cost to you. Last year the company was
  forced to absorb the total increase in healthcare
  premiums. However, such a plan this year is
  inadvisable.
• We did everything possible to avoid the sharp
  increase in costs to you this year. A rate
  schedule describing the increases in payments for
  your family and dependents is enclosed.

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Bad News Memo Ineffective
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Critical Thinking Questions

• 1. What is the purpose of the previous letter?
  What goals should the sender have?
• 2. What prevents this letter from achieving those
  goals?
• 3. What pattern of development would work best
  for this letter? Has it been followed?
• 4. What idea could be used as a buffer to open an
  improved version of this letter? Write a buffer.

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Critical Thinking Questions

• 5. How could the bad news be subordinated? Write
  a statement that subordinates the bad news.
• 6. What friendly news could be used in the
  closing? Write a closing statement.

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After Improved Bad News Memo to Employees
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Healthcare programs have always been an important
part of our commitment to employees at Midland,
Inc. Were proud that our total benefits package
continues to rank among the best in the
country.   Such a comprehensive package does not
come cheaply. In the last decade healthcare
costs alone have risen over 300 percent. Were
told that several factors fuel the cost spiral
inflation, technology improvements, increased
cost of outpatient services, and defensive
medicine practiced by doctors to prevent
lawsuits.   Just two years ago our monthly
healthcare cost for each employee was 415. It
rose to 469 last year. We were able to absorb
that jump without increasing your contribution.
This year, monthly healthcare costs increased to
539 per employee. Although maintaining current
healthcare benefits will now cost employees 109
per month, Midland continues to pay the major
portion of your healthcare program (430 each
month). The enclosed rate schedule describes the
costs for families and dependents.   We will
begin to investigate alternatives to allow us to
manage healthcare costs more aggressively in the
future. We believe in continuing to invest both
time and money into the good health of Midlands
employees.
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Bad News Memo Effective
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The End