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Bad News Messages

Bad News Messages. Choose the direct or indirect approach. The direct method puts the bad news first. Dear Joe: I regret to inform you that an unexpected business engagement prevents me from speaking at next month’s Rotary Club. Use the direct method if you want to emphasize the bad news.

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Bad News Messages

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  1. Bad News Messages • Choose the direct or indirect approach. • The direct method puts the bad news first. • Dear Joe:I regret to inform you that an unexpected business engagement prevents me from speaking at next month’s Rotary Club. • Use the direct method if you want to emphasize the bad news. • If it’s a memo or form letter that you feel people will skim. • If you find yourself locked in some sort of adversarial relationship in which you must be very clear about your position. • Dear Sirs:This letter is to inform you that no one from this organization authorized the ordering or purchase of 700 Ginsu knives on May 8, 2000.

  2. Bad News Messages • Use the indirect method when you want to soften the blow. • When you want to refuse a request yet preserve a cordial relationship. For example, imagine you are refusing a request from the Residents’ Committee to park in a certain area. • Consider the following rhetorical buffers:Agreement: “I agree with the Committee’s position that traffic jams occur during . . .”Appreciation: “Thank you for your input regarding . . .”Compliment: “The Committee’s excellent letter . . .”Facts: “Our parking lot has more than 50 unused spaces . . .”Policy: “Community bylaws prevent us from . . .”Good News: “In November, we will begin construction. . .”Understanding: “We know that it has been frustrating . . .”

  3. Bad News Messages • Make sure your buffer strategy is relevant to the situation and to previous communications. • For example, imagine a scenario in which you had engaged in lengthy negotiations about an issue and then suddenly fell back on policy: “Our regulations expressly forbid the type of activity suggested in your June 8 letter.”

  4. Bad News Messages • Closing the letter: • Make a counterproposal. • Indicate that the continued relationship is valuable. • Explain how can you be contacted and whether or not you expect a reply.

  5. Complaint Letters • Similarly, can be direct or indirect. • Use the indirect approach when you lack a clear-cut legal claim (e.g., warranty ran out, gray area of partial satisfaction)

  6. Complaint Letters • In an indirect letter, consider: • A warm opening:“We have enjoyed a long relationship with ABC company.” • Including background information and description of the problem. • Requesting specific response.

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