Professional Documents
Culture Documents
Bad News MSG
Bad News MSG
Audience Reaction Approach Begin With Body Displeased Indirect Neutral Statement Reasons to Justify Negative Answers, State Bad News, Make Positive Suggestion Conclusion Cordial
BUFFER STATEMENT
Appreciation - Express sincere thanks for receiving something
e.g. Your cheque for Rs 5000 arrived yesterday. Thank you.
Cooperation - Convey your willingness to help in any way you realistically can
e.g. Employee Services is here to smooth the way for those who work to achieve the companys goals.
BUFFER STATEMENT
Praise - Find an attribute or achievement to compliment
e.g. Your resume shows an admirable breadth of experience which should serve you well as you progress in your career
BUFFER STATEMENT
Understanding - Show that you understand the readers goals and needs Avoid Apologies & Negative Words Be Brief & To The Point Maintain A Confident, Positive Tone Show How It Benefits The Audience
Do not hide behind the company s blanket Avoid harsh words like I refuse , I will not cannot or apologies like I deeply regret to inform you.. , I am sorry to say Instead of writing We must refuse , a wholesaler could deny a discount by writing We can grant discounts only when.. Let what you can do imply what you cannot e.g. By saying The best we can do you make it clear that you cannot do what the reader has requested
Use indirect approach for both For partial shipments, include good news about fulfilled part Use resale information to build customers confidence Extend a welcome, word of praise or any neutral statement
August 10, 2006 Mr. Sanjay Das 84, Carter Road Mumbai Dear Mr Das, Ref: Your Order No. 131
Thanks for your order. Your interest in the patterns 10 and 12 of Konark jute carpets indicate your selective taste for quality products. Patterns 10 and 12 have proved to be one of our most popular items. Even though we have doubled our production, we are still experiencing some lags. The availability of these patterns may take some more time. Meanwhile, you could try some extraordinary products from Polo carpets made from the finest quality jute fiber. Polo offers superior designs and a guarantee for strength and durability at moderate prices. The enclosed patterns will give you a clear idea of their quality. You can call at 2435672 for more information or check our latest designs online at www.polo.com. We look forward to serving you.
Sincerely Sunita Encls: Sample patterns
Declining Order
Thank You for your order of July 21 for Racold ovens. We appreciate your interest in Racold products which are known for their durability. Racold ovens has a wide sales network of retailers and we sell exclusively through them. Verma Brothers would be our nearest authorised agents for you. Our products are backed by a two year warranty and our dealers would provide free service to you during that period. You could receive an illustrative catalogue and the latest price list from them. Racold ovens will give you many years of satisfactory service. We look forward to serving you through our retailers. Sincerely
information or ways to continue business Make no reference to your refusal at the end Refer to enclosed sales material
Dear Mr. Sharma, Thank you for your letter of November 12, 2008. We understand your concern. Even though the air conditioners were supplied over a year back, we can still help. Enclosed is a voucher which entitles you to a 50% discount on repair charges. The H-22 split air conditioners you ordered is our best selling and most reliable model. They are dispatched only after a thorough check. We follow stringent quality control procedures to ensure that the items we dispatch are in perfect condition. However, the units may malfunction due to mishandling in transit or improper installation. Since their warranty/ replacement period has expired, we suggest that you get them checked by our technical staff from our service centre in your area. The enclosed repair voucher will help you to avail their services. We also deal in various household appliances mentioned in the catalogue enclosed. If you are interested in any of our quality products, please do contact us at .. We look forward to serving you. Sincerely PQR
If writing within organisation, use direct approach If writing to outsiders, indirect would be better When conveying bad news about your company, focus on the reasons and possible benefits
with direct approach Clearly state why the applicant was not selected Close by suggesting alternatives Extend good wishes
Purpose is to improve employee performance So emphasize/clarify job requirements Confront problem Plan message Deliver message in private Focus on the problem Ask for a commitment from employee Close with willingness to help
Terminating Employment
Give reasons for this difficult action Avoid statements that might involve company in legal action Present specific justification for asking the employee to leave Try to part amicably Make suggestions for finding another job, if possible