Indirectness in Bad-News Messages
Chapter: Seven
The General Indirect Plan (Continued)
Setting Up the Negative News
Explaining the fairness of certain action
Presenting expert opinions of authorities
Showing the long term benefit that might be resulted from
the present bad news
Presenting the Bad News Positively
Presenting logic in first and third person, not in second
person.
Using positive words accurately that convey the message
The General Indirect Plan (Continued)
Offering an Alternative Solution
Providing alternative solution or information
Giving suggestions about possible alternatives
Ending on a Positive Note
Avoiding word/s or sentence/s that might assist in
recalling the bad news
Showing interest on the value of current as well as future
relationships
Refused Requests
Developing the Strategy
Identifying the reason/s for the refusal
Seeing the situation from the receiver’s perspective
while explaining the negative news
Avoiding accusation
Setting Up the Explanation in the Opening
Starting with words that set up the explanation
Presenting the Explanation Convincingly
Providing supporting details, convincing logic, proper
emphasis, and positive words
Refused Requests (Continued)
Handling the Refusal Positively
Avoiding too much emphasize on the part of the
message that contains refusal
Using as few words as possible to deliver the message
Using a Compromise When Practical
Stating “What you can do” that also denotes “What can
not do”
Closing with Goodwill
Providing friendly remark/s about the subject of the
request
Example: Refused Request (Harshness in
Direct Refusal)
Mr. Peterson:
Subject: Your request for donation
We regret to inform you that we cannot grant your request for a
donation to the social welfare fund.
So many request for such contributions are made of us that we
have found it necessary to restrict a definite amount each year for
this purpose. Our funds for this year have been exhausted, so we
simply cannot consider additional requests.
We deeply regret our inability to help you now.
Sincerely Yours..
Example: Refused Request (Tact and courtesy
in indirect refusal)
Mr. Peterson:
Subject: Your social welfare fund request
Your efforts to build and deliver social welfare funds are most
commendable. We wish you good success in your efforts to further
this worthy cause.
We are always interested to assist worthy causes whenever we
can. For this, we develop budget for every year’s annual
contribution for such causes. Then we…
Continued from Previous Slide…
…distribute that amount among the various deserving groups
as far as it will go. Since our budgeted contributions for this year
have already been made, we are placing your organization on
our list for consideration next year.
We wish you the best of luck in your efforts to support different
social causes.
Sincerely Yours.
Adjustment Refusals
An adjustment refusal is delivered against
a claim made by one party to other.
Unlike adjustment grants, these refusals
are designed to deny the claim/s (i.e.
money back, product replacement).
Adjustment Refusals (Continued)
Determining the Strategy
Clear and precise guidelines for identifying legitimate
requests for adjustments
Setting Up the Reasoning
Starting with the acknowledgement of original message
Starting on a common agreement and defining how the
current case is an exception
Making the Case
Explaining relevant policies of the company
Getting attention on the facts that bear on the case
Refusing Positively and Closing Courteously
Credit Refusals
A credit refusal is delivered against a
credit request made by one party to
other. Unlike two previous negative-
message situations, this form of message
is delivered when the party requesting the
credit does not qualify on the basis of
several criteria.
Most of the credit refusal can be seen as personal
issue by the person who requests for it.
Credit Refusals (Continued)
Selecting the Strategy
Explaining the reasons for refusal face-to-face and/or
through other media when the actual reason is the bad
character
Explaining the reason directly through discussions when
the actual reason is the poor financial condition
Offering the possible future credit options when the
financial condition improves
Adapting the General Plan
Starting with the reference to the credit request
Starting with a simple expression of gratitude for the
credit application and leading to courteous explanation
Credit Refusals (Continued)
Providing brief and indirect explanation when dealing
with a bad character risk
After reviewing your credit history, we are certain that
we can serve you only on cash basis.
Providing open discussions on the facts when dealing
with a good character but bad financial condition
risk
After reviewing your financial statements, we are
certain that we can serve you when the current ratio
moves up to 2.
Example: Credit Refusal (Harsh and tactless
message )
Mr. Peterson:
Subject: Credit request
After carefully reviewing the records you submitted, we feel sorry
to state that you do not meet our requirements for credit. It is our
considered judgment that firms with your weak assets-to-liabilities
ratio would be better off buying with cash.
We would, of course, be pleased to serve you on a cash basis. In
closing, we sincerely regret that we must deny you credit at this
time.
Tom Symons
Example: Credit Refusal (Courtesy and tact in a
clear message)
Mr. Peterson:
Subject: Credit request
Your order date June 6, 2009 suggests that your business has
made significant progress.
As you may know, most financial experts suggest maintaining a
reasonable indebtedness is a must for sound growth. About a 2-to-
1 ratio of current assets to liabilities is a minimum standard, they
suggest. In the belief that this minimum ratio is good for all
concerned…
Continued from Previous Slide…
… we extend credit only when it is met. As soon as your company
reaches this minimum ratio, we would like to review your
application again. In the mean time, we want to serve your needs
on a cash basis.
We appreciate your interest in our service.
Thank you.
Tom Symons
Negative Announcement
A negative announcement is delivered to a
group of individual (i.e. customers,
employees) stating that some products,
facilities, and/or benefits will be
discontinued from a specified future date.
Negative Announcement (Continued)
Determining the Strategy
Deciding whether to use indirect (buffer) or direct
approach
Setting Up the Bad News
Starting with the explanation that justifies the
announcement
Starting with the focus on on-going relationships
Positively Presenting the Bad News
Adding all the factual details
Avoiding negative comments and words
Providing details of the action/s that the reader should
follow
Negative Announcement (Continued)
Focusing on Remaining Benefits
Providing alternative solution/s to the problem that
might be in place following the negative announcement
Explaining benefits that the intended group members
can get from this negative announcement
Focusing more on good things that have not changed
Closing on a Positive or Encouraging Note
Providing sincere expression of your gratitude and/or an
affirmation of your positive relationship with the reader
We are grateful to you for your continuous interest in
our organization. Our company is committed to serve
you with even better offers in future days.