Professional Documents
Culture Documents
I NG
O S
CL
RY
TO
C
FA
Whenever possible, offer alternatives to
“no” and always convey bad news with
sensitivity and empathy.
Business Communication, 12e Lehman and DuFrene 1999 South-Western College Publishing
TA 6–2 Inductive Outline: When the Reader When Will Be Displeased
Inductive Outline:
When the Reader Will Be Displeased
Present a neutral idea that leads
to the reasons for the refusal
Patton Industries
1230 Industrial Road
Naperville, IL 60540 www.patton.com
Techniques for
De-emphasizing Negative Ideas
Use inductive outline that positions the bad news between
a logical explanation and a goodwill closing.
Imply the bad news if possible. Use subjunctive mood.
Had you selected a variable rate, you could have taken
advantage of the recent drop in interest rates.
Use positive language that accents the good.
Select words with positive connotations.
State what you can do instead of what you cannot
do.
Include a pleasant ideaorder
in the refusal
Not: We cannot ship your until . . . . sentence.
Instead: Your order will be shipped when. . . .
Business Communication, 12e Lehman and DuFrene 1999 South-Western College Publishing
TA 6–3 Techniques for De-emphasizing Negative Ideas (Slide 2 of 2)
Business Communication, 12e Lehman and DuFrene 1999 South-Western College Publishing
TA 6–4 Bad-News Message: Techniques for First Paragraph
acknowledgments of the
community's awareness of the needs of this sector of our
population.
The success of this project depends on a good project director.
The organizational, leadership, and public relations activities you
described demand an individual with upper-level managerial
experience. During the last year, Nemitz has decentralized its
organization, reducing the number of upper-level managers to the
Although
obvious
minimal level
our current needed. shortage prevents us from lending you an
personnel
executive, we do want to support your worthy project.
Techniques for
Bad-News Sentence
Patton Industries
1230 Industrial
Avoid unnecessary use of
negative words
Road www.patton.com
Naperville, IL
60540
March 18, 1999
position
Dear Bob
You are to be commended for your commitment to create an
endowment for the Kirkland Homeless Shelter. This much-
needed project will aid the hundreds of homeless and
increase the community's awareness of the needs of this
The success
sector of this project depends on a good project
of our population.
Business Communication, 12e Lehman and DuFrene 1999 South-Western College Publishing
TA 6–7 Bad-News Message: Techniques for Closing Paragraph
Techniques for
Closing Paragraph
Patton Industries
1230 Industrial Road
Naperville, IL 60540 www.patton.com
Convey an empathetic tone
March 18, 1999
Avoid returning to the bad
Mr. Robert Duncan
Neeley Foundation
9835 Franklin Building
Cambridge, MA 02140-9835
news
Dear Bob
You are to be commended for your commitment to create an
endowment for the Kirkland Homeless Shelter. This much-needed
project will aid the hundreds of homeless and increase the
community's awareness of the needs of this sector of our
Avoid trite, worn-out
population.
The success of this project depends on a good project director.
Business Communication, 12e Lehman and DuFrene 1999 South-Western College Publishing
Check Your Writing:
Unpleasant Messages
Use original expression(sentences are not copied
directly from the definition of the problem or from
sample letters in text); omit clichés)
Mechanics
Ensure that keyboarding, spelling, grammar, and
punctuation are perfect
Format
Use correct letter format (block, modified block, or
simplified) and punctuation style (open or mixed)
Balance letter on the page
Include standard letters parts in appropriate
position
Include special parts if necessary (subject line,
enclosure, copy, etc.)
Check Your Writing:
Unpleasant Messages
Content Precede the main idea (unpleasant idea) with
Be sure the principal idea (the meaningful discussion
unpleasant idea or refusal) is sufficiently Use a closing sentence that is positive (an
clear alternative, resale, or sales promotion)
Use sufficient supporting details and
present them in a logical sequence Style
Verify accuracy of facts or figures Write clearly and concisely (e.g., words are
Structure the message to meet ethical easily understood)
and legal requirements Use techniques of subordination to keep the
bad news from emerging with unnecessary
Organization vividness. For example bad news
Structure the first sentence to introduce • appears in a dependent clause
the general subject • is stated through indirect statement
• without stating the bad news • is revealed the use of subjunctive mood
• without leading the reader to expect Use first person sparingly or not at all
good news Make ideas cohere (changes in thought are
• without making such an obvious not abrupt)
statement as “I am replying to your Use relatively short sentences that vary in
letter” or “Your letter has been length and structure
received” Keep paragraphs relatively short
Place details or explanations before bad