Chapter 8 - Maintaining goodwill in bad-news messages. Upon completing this chapter, you will be able to write indirect responses to convey bad news. To reach this goal, you should be able to: Determine which situations require using the indirect order for the most effective response, write indirect-order messages following the general plan, use tact and courtesy in refusals of requests,. | Chapter 8 Maintaining Goodwill in Bad-News Messages © 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. 8-1 Why Indirect Order? The General Indirect Plan Adaptations of the General Plan to Specific Situations Refused Requests Claim Messages Adjustment Refusals Negative Announcements Chapter Overview Bad news is received more positively when preceded by explanation. Why? Bad news can be shocking. Preparatory words ease the reader into the news. Hearing the (good) reasons first prepares the reader for interpreting the bad news correctly. Even if the reader expects bad news, the effort to spare his/her feelings is appreciated and can help convince the reader of the writer’s position. Why Indirect Order? Begin with a strategic buffer. Set up your strategy. . | Chapter 8 Maintaining Goodwill in Bad-News Messages © 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. 8-1 Why Indirect Order? The General Indirect Plan Adaptations of the General Plan to Specific Situations Refused Requests Claim Messages Adjustment Refusals Negative Announcements Chapter Overview Bad news is received more positively when preceded by explanation. Why? Bad news can be shocking. Preparatory words ease the reader into the news. Hearing the (good) reasons first prepares the reader for interpreting the bad news correctly. Even if the reader expects bad news, the effort to spare his/her feelings is appreciated and can help convince the reader of the writer’s position. Why Indirect Order? Begin with a strategic buffer. Set up your strategy. Acknowledge any preceding messages. Set up the negative news. Present the bad news positively. Offer an alternative solution. End with goodwill, specifically adapted. The General Indirect Plan If you or your company is at fault . . . an apology, linked with a plan of action, can help to restore goodwill. Make the apology early in the message and then move on. If you are not directly at fault . . . an apology can make you appear in the wrong. Apologies can have legal implications. When to Make an Apology Preliminary considerations: The news is bad The reader wants something; you must refuse Your goals: say no maintain goodwill The first goal is easy; the second requires tact You must present reasons that will convince Refused Requests Begin with words that identify the subject, are neutral, and set up the message. Present reasons using positive language and you-viewpoint. Refuse clearly and positively, embedding where possible to de-emphasize the negative. Include a .
