Writing Negative Messages

Test your Knowledge 1-5
1. The five main goals in delivering negative messages are to give bad news, ensure its acceptance, maintain a reader's goodwill, maintain the organization's good image, and reduce future correspondence on the matter.

2. There are several questions you should ask yourself when deciding whether to use the direct of indirect approach. They include:
- Will the bad news come as a shock?
- Does the reader prefer short messages that get right to the point?
- How important is this news to the reader?
- Do you need to maintain a close working relationship with the reader?
- Do you need to get the reader's attention?
- What is your organization's preferred style?

3. The first step in using the indirect approach to convey a negative message is to write a buffer. Then provide reasons and additional information that will convey your bad news. Continue from there with a clear statement of the bad news and close with a positive note.

4. A buffer is a neutral, noncontroversial statement that is closely related to the point of the message and which establishes common ground with your reader. Some critics believe buffers are unethical because they can be written as insincere and deceptive.

5. By presenting your reasons before explaining the decision itself, you help maintain focus on the issues at hand and defuse the emotions that always accompany significantly bad news.

Routine and Positive Messages

1. Choose 1-4 pg 160-161
2. 9 pg 163-164

1. 2.Analyze this Message
Dear Customer Service Representative,

I recently purchased your "Negotiator Pro" for my computer at a local business-supply store. Unfortunately, when I inserted the CD into my computer it did not work.

Since the business supply company does not offer exchanges or refunds on products that have already been opened, they suggested I contact you to resolve my issue.

I request a copy of the disk that is compatible with my operating system, if not I please refund my $79.95.

Thank you for your help,
Disappointed Customer

9.
5493 Beechwood Drive
Tenton, NJ 08608
April 12, 2009

Florida Resort Bureau
1555 Palm Beach Lakes Boulevard
West Palm Beach, FL 33401

Dear Sir,

I recently saw your advertisement about Florida resorts in the April 2009 issue of Smithsonian magazine. I am writing to get your opinion on which resorts would suit a vacation for myself, my wife, and my two teenage children.

We are looking for a resort that is
- located close to the beach, golf courses, large cities, and other entertainment for the entire family
- reached by public transportation
- near attractions for teenagers

I am also wondering if the off-season rates include all the amenities? Additionally, what is the weather like in Florida during September? I would appreciate it if you could get me the information within the next two weeks so I can schedule my time off from work in the fall.

Thank you,
Frank C. Atlas

E-mail Assignment

Routine Business Communication

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Analyze This Message (Jan 26, 28)

1. The message has several poorly constructed sentences and a few cliches and buzzwords.
2. Best Baby Gear, our e-tailing Company, specializes in only the very best products for parents of newborns, infants, and toddlers. We carefully search for products that relate to the caliber of the products on our award-winning website, www.bestbabygear.com. In addition, we expect high quality products that our company will be successful in selling large amounts of each year. After careful consideration, our Baby Best Gear has selected Inglesina because we believe your lines meet the expectations of our company and the needs of our customers.

Personal Powerpoint

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Audience Profile (Jan 19, 21)

Today in class we were taught about document design. We learned about several techniques to apply to your documents and learned what not to do. This presentation will help me a lot with creating my next assignment (the personal powerpoint slide). I'm happy we got more clarifications on the format of our interview assignment. There were a lot of things that I was unsure of and I can fix the things I did wrong.

8. A promotional message on your company's e-retailing website, announcing a temporary price reduction on high-definition television sets.
The audience is the customer's who frequent my company's website and consumer's seeking high definition televisions. The audience is excited that they save money on a new high-definition television set. The audience needs to know if there is a limit on the number of TVs they may purchase, exactly how much the reduction is, and what the return policy is if they are not satisfied.

11. A cover letter sent along with your resume to a potential employer.
The audience is the potential employer and anyone else responsible for reviewing applicants. The audience is neutral, they must treat your cover letter and resume the same way they treat the other applicants. The audience needs to know my name, birth date, educational background, and past employers and job descriptions.