letter writing
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CMNS154TroubleMessagesStrategytoOrganizeyourMessage.ppt
Delivering Unfavourable News
(bad news or trouble letters)
Examples of letter delivering unfavourable news?
BUSINESS MESSAGES:
Indirect Writing Plan
See page 256-260 in textbook
Using the Indirect Strategy
- Traditional way of delivering bad news
- Allows you greater tact and diplomacy
When to use the
“Indirect” Strategy
- When delivering bad news
- When you don’t know the reader well
- When the bad news isn’t anticipated by the reader
- When you anticipate a strong negative reaction from the reader
Emotional reaction ….
The Indirect Strategy
Begin with a bad news buffer
Provide a solid, reasonable explanation
State (reveal) the bad news, and offer suggestion/compromise …
Close with a goodwill statement
1. Begin with a “buffer”
This is a short statement that grabs attention, cushions the bad news, and guides the reader to the explanation.
(usually 1-3 sentences)
Buffers are usually …
- Statement of Appreciation
- Good or neutral news
- General principle or fact
- Chronology of past communications
- Statement of agreement or common ground
- Apology (when necessary) or statement of understanding
- Compliment
Examples of “buffers”
“Thank you for allowing us to review your application for the position of accounts executive at IBM Computers Inc.”
“Our company has shown a long tradition of support for employees in their fundraising activities for local charities.”
“When we last spoke in October, I agreed to review our shipping procedures for perishable goods.”
2. Provide a solid, reasonable explanation.
An explanation that establishes background and reasons to help the reader understand, adjust to, and accept the bad news.
3. State the bad news
- Make sure the message is clear
- Offer an alternative / recommendation / option
Remember:
Offer Suggestions/Alternatives
What could they be?
4. Close with a goodwill statement
- End the message pleasantly, showing consideration for the reader
