Introduction: Sometimes You Just Have To Give Bad News
Introductionsometimes You Just Have To Give Bad News Sometimes You H
Introductionsometimes You Just Have To Give Bad News Sometimes You H
Introduction Sometimes, you just have to give bad news. Sometimes you have to just say no. Your reader may not like it, but you can help your reader accept it, and hence, maintain goodwill. People are much more likely to accept negative news if they understand WHY the news is bad, or WHY you have to say no. In this topic, you'll learn to employ the specific techniques unique to negative news messages.
Like the last topic, this topic emphasizes the writing process. You'll post a draft, complete peer responses, and submit a final letter. You'll also take a brief quiz over Module 11. Objectives After completing the learning activities for this topic, you will be able to: · Analyze business communication situations · Organize a negative message · Give negative news while maintaining goodwill in your writing · Choose an appropriate tone in your writing · Compose a negative news letter in a modified block format · Use the writing process for prewriting, drafting, responding, and revising · Apply evaluation criteria To meet the learning objectives for this topic, you will complete these activities. Print this page and use it as a checklist. · Review the Introduction and Objectives · Read Module 11 in your textbook. · Look at Module 9 and the ENG1131 English Handbook for an example of a Modified Block Letter for this assignment. See Figure 9.3 and 9.4 as well as page 17 of the handbook. The formatting different is the use of indentation for the date, paragraphs, and closing. · Read the online lessons: Tips for Completing the Negative News Letter and Prewriting and Organizing the Negative News Letter . · Use the Grading Rubric for the Negative News Letter when completing your writing. · Assignment: Write a draft of your negative news letter and post it in the discussion forum. Complete your reviews of two other students' postings. You'll find exact instructions for completing the letter and the peer responses in the online lessons and on the discussion forum. Make sure you read these lessons closely and carefully. · Assignment: Revise your letter and submit the final version in the drop box. · Assignment: Complete the quiz. View This Points to consider when delivering a negative message Click on the link to view the video: Delivering a Negative Message Another Activity Read "How to Communicate Bad News to Customers" by clicking on this link: How To Communicate Bad News to Customers Another Activity Focus on LO 11-2, "Giving Bad News to Customers and Other People Outside Your Organization." Remember, do not disclose information that hurts the company and does not help the customer.
Below is the sample format for the assignment and tips for completing the Negative News letter. Company Name Company Address City, State Zip Phone Number Date Name of Individual Individual's Title Individual's Company Name Address City, State Zip Dear Ms. Individual: Use the information from Exercise 11.20 and write a letter in the modified block format. Refer to Figure 9.3 on page 129 for more information. The first paragraph explains, but DOES NOT give the bad news. Explain the circumstances behind the bad news. Provide detailed reasons that give a full explanation. Don't place blame or refer to company policy; instead offer reasons. Write using positive emphasis whenever possible. (Make this paragraph 5-7 lines in length.) In the second paragraph, give the bad news clearly, compactly, and as positively as possible. Do not apologize. After you give the news, provide detailed alternatives. Use "you attitude" for your alternatives and write phrases such as "You can..." and/or "You might consider...." (Make this paragraph 5-7 lines in length.) Provide a goodwill ending, that gives one or two positive, forward-looking statements and an offer of contact. Avoid insincere statements such as "If you need any additional assistance," or "I look forward to doing business with you." (This paragraph should be 2-3 lines in length). Sincerely, Your Name Your Title (optional) Note: Double-space between paragraphs, and include 3-4 spaces between "Sincerely," and "Your Name." A note on using passive voice in negative letters: When you give negative news, you don't want to put emphasis on any negative actions. Therefore, you may use passive voice verbs when giving bad news and when explaining the circumstances for the bad news. In other words, you may use is, are, was, were, be, been, being, or am in the first paragraph--the explanation--and in the second paragraph where you give the bad news. However, for the alternatives, use action verbs. Alternatives offer positives for the reader, so you want to emphasize those actions. 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 sincere goodwill ending. Sentences such as "I look forward to doing business with you," or "Please contact us if you need more assistance," seem insincere. Instead, write a forward positive statement. Use your imagination and best judgement! The correct use of these criteria will determine your grade on your final letter: · The letter is organized correctly: 1. The first paragraph provides explanation, and does NOT give the bad news. This paragraph is 5-7 lines in length. 2. The second paragraph gives the bad news clearly and compactly in the most positive way possible. The paragraph offers detailed alternatives. This paragraph is 5-7 lines in length. 3. The third paragraph offers a goodwill ending that makes a sincere, positive, and forward statement. This paragraph is 2-3 lines in length. · The letter does not use "I, me, my, myself, we," or "the company name ______." · Explanation is kept impersonal without placing blame. · "You" is not used when referring the negative situations and/or to blame the reader or to blame others. · The letter uses positive words and de-emphasizes the negative information. Avoids the use of negative words such as "no" and "limited," plus most "un-words, in-words," and so forth (refer to chapter 7 for a list). · The letter does not refer to the reader's or the writer's feelings at all. · The writing includes specific and accurate word choice and details and does NOT use the following words: thing, good, really, very, extremely, wonderful, outstanding, or any synonym of the above (refer to the online lesson in week 2 on using precise words). · The letter contains specific and precise alternatives. When writing alternatives, the sentences use active versus passive voice. (refer to the online lesson in week 2 on action verbs). · The writing uses familiar words. · The writing uses no slang, cliches, trite or over-used expressions, and no biased or sexist language. (Be sure the salutation goes to Ms. if the letter is addressed to a woman). · The writing is free of typographical errors. · Words are spelled and used correctly. · Commas, quotation marks, and other punctuation marks are used correctly. · The writing contains correct grammar without sentence fragments, comma splices, and run-on sentences. · The letter is formatted correctly: 1. Modified block format is used. 2. 12 point Calibri or Times New Roman font is used. 3. Spacing is correct. 4. The letter includes a company letterhead, date, inside address to an individual at a company, a salutation followed by colon, three paragraphs, and a close. 5. All components except for the letterhead are lined up on the left margin.
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