the negative message letter

Read the case from Exercise 11.20. Read the case from Exercise 11.20. Write a letter in modified block format and address the letter to the customer based on the information in the business case. Remember, the store is in Chicago and the customer must live in that area.

Determine: the bad news before you start writing, but remember the bad news will go in your second paragraph.

Think about the most positive way you can present the bad news.

First Paragraph  Brainstorm and Write: explanations for the bad news. In this paragraph, you want explain so the reader will accept the news. Since you're focusing on negatives, it's okay to use passive voice verbs. You never want to emphasize negatives.

Make your explanation clear and specific, and avoid placing blame or fault. Also, don't refer to company policy. Think about your own reaction when you hear that "it's not policy" as an excuse. Remember, you want your readers to accept the bad news. They will be more likely to accept your news if they understand the reasons why instead of referring to policy.

Second Paragraph Write: the bad news and alternatives. You may use a passive voice verb in the sentence that gives the bad news. State the news clearly and compactly. You do not need to apologize. Next, discuss alternatives in detail. Use action verbs when writing the alternatives since these offer positives for the reader.

Third Paragraph Write: A goodwill ending. Sentences such as "I look forward to doing business with you," or "Please contact us if you need more assistance," seem insincere. After all, you have just given bad news! Instead, write a forward positive statement. Use your imagination and best judgement!

Remember, the store is in Chicago and the customer must live in that area.

Determine: the bad news before you start writing, but remember the bad news will go in your second paragraph.

Think about the most positive way you can present the bad news.

First Paragraph  Brainstorm and Write: explanations for the bad news. In this paragraph, you want explain so the reader will accept the news. Since you're focusing on negatives, it's okay to use passive voice verbs. You never want to emphasize negatives.

Make your explanation clear and specific, and avoid placing blame or fault. Also, don't refer to company policy. Think about your own reaction when you hear that "it's not policy" as an excuse. Remember, you want your readers to accept the bad news. They will be more likely to accept your news if they understand the reasons why instead of referring to policy.

  Second Paragraph Write: the bad news and alternatives. You may use a passive voice verb in the sentence that gives the bad news. State the news clearly and compactly. You do not need to apologize. Next, discuss alternatives in detail. Use action verbs when writing the alternatives since these offer positives for the reader.

Third Paragraph Write: A goodwill ending. Sentences such as "I look forward to doing business with you," or "Please contact us if you need more assistance," seem insincere. After all, you have just given bad news! Instead, write a forward positive statement. Use your imagination and best judgement!