Chapter 7

1. Chapter 7 Chapter 7 Writing Bad-News Messages Business Communication, Anniversary Edition Lehman and DuFrene 2002 South-Western/Thomson Learning

2. Chapter 7 Inductive Outline: When the Reader Will Be Displeased • Present a neutral idea that leads to the reasons for refusal • Present facts, analysis, and reasons for refusal • State the refusal positively; imply refusal if possible • Close with an idea that shifts emphasis away from the refusal and indicates a continuing relationship with reader Business Communication, Anniversary Edition Lehman and DuFrene 2002 South-Western/Thomson Learning

3. Chapter 7 Techniques for De-emphasizing Negative Ideas • Use an inductive outline that positions bad news between a logical explanation and a goodwill closing • Use positive language that accents the good • Imply the bad news if possible • Offer a counterproposal that shows a desire to help • Use stylistic techniques: complex sentence, general terms, abstract nouns, subjunctive mood, and passive voice Business Communication, Anniversary Edition Lehman and DuFrene 2002 South-Western/Thomson Learning

4. Chapter 7 PattonIndustries1230 Industrial RoadNaperville, IL 60540 www.patton.com March 18, 1999 Mr. Robert Duncan Neeley Foundation 9835 Franklin Building Cambridge, MA 02140-9835 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 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 minimal level needed. Although our current personnel shortage prevents us from lending you an executive, we do want to support your worthy project. Amy Murray in our senior executive corps directed a similar short-term project, Homes for Humanity. She organized the campaign, solicited area coordinators, and managed publicity. If you can benefit from her services, call her at 555-8700, extension 791. Sincerely Angela Angela Larche Director Makers of Quality Products Since 1903 Techniques for First Paragraph • Begin with a buffer - something about which both sides can agree • Avoid empty acknowledgments of the obvious • Avoid tipping off the bad news too early • Avoid starting too positive so as to build false hopes Business Communication, Anniversary Edition Lehman and DuFrene 2002 South-Western/Thomson Learning

5. Chapter 7 PattonIndustries1230 Industrial RoadNaperville, IL 60540 www.patton.com March 18, 1999 Mr. Robert Duncan Neeley Foundation 9835 Franklin Building Cambridge, MA 02140-9835 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 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 minimal level needed. Although our current personnel shortage prevents us from lending you an executive, we do want to support your worthy project. Amy Murray in our senior executive corps directed a similar short-term project, Homes for Humanity. She organized the campaign, solicited area coordinators, and managed publicity. If you can benefit from her services, call her at 555-8700, extension 791. Sincerely Angela Angela Larche Director Makers of Quality Products Since 1903 Techniques for Reasons and Explanation Section • Provide a smooth transition from the opening to the explanation • Precede the bad news with one or more reasons that are logical to the reader • Avoid using “company policy” as the reason • Show reader benefit and/or consideration Business Communication, Anniversary Edition Lehman and DuFrene 2002 South-Western/Thomson Learning

6. Chapter 7 PattonIndustries1230 Industrial RoadNaperville, IL 60540 www.patton.com March 18, 1999 Mr. Robert Duncan Neeley Foundation 9835 Franklin Building Cambridge, MA 02140-9835 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 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 minimal level needed. Although our current personnel shortage prevents us from lending you an executive, we do want to support your worthy project. Amy Murray in our senior executive corps directed a similar short-term project, Homes for Humanity. She organized the campaign, solicited area coordinators, and managed publicity. If you can benefit from her services, call her at 555-8700, extension 791. Sincerely Angela Angela Larche Director Makers of Quality Products Since 1903 Techniques forBad-News Sentence • Avoid unnecessary use of negative words • Place negative news in buried position • State the bad news once; avoid restating or returning to it • Emphasize any positive aspect • Follow bad news with a counterproposal when possible Business Communication, Anniversary Edition Lehman and DuFrene 2002 South-Western/Thomson Learning

7. Chapter 7 PattonIndustries1230 Industrial RoadNaperville, IL 60540 www.patton.com March 18, 1999 Mr. Robert Duncan Neeley Foundation 9835 Franklin Building Cambridge, MA 02140-9835 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 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 minimal level needed. Although our current personnel shortage prevents us from lending you an executive, we do want to support your worthy project. Amy Murray in our senior executive corps directed a similar short-term project, Homes for Humanity. She organized the campaign, solicited area coordinators, and managed publicity. If you can benefit from her services, call her at 555-8700, extension 791. Sincerely Angela Angela Larche Director Makers of Quality Products Since 1903 Techniques forClosing Paragraph • Convey an empathetic tone • Avoid returning to the bad news • Avoid trite, worn-out statements that seem shallow and superficial • End with a positive, forward-looking idea Business Communication, Anniversary Edition Lehman and DuFrene 2002 South-Western/Thomson Learning