Objective:

1. List the steps in the inductive outline and identify the advantages of using it to convey bad news.
2. Write letters denying adjustments.
3. Write letters refusing to complete an order.
4. Write letters refusing a favor.
5. Compose letters denying credit.
6. Prepare memorandums and e-mail messages that convey bad news.
7. List ways to handle special problems about the unpleasant.

• How does empathy assist in conveying unpleasant news?
• The manager must understand how the recipient of the unpleasant news will feel. If you are sending the information in a letter, you must first think how you would approach the news if the recipient were there to receive it in person. A letter is less likely to be cold of you using empathy in addition to tact and effective writing skills.

• What is the reader’s natural reaction if the bad news is placed in the first sentence?
• The reaction is likely to be negative. "They never gave me a fair chance…" " that’s unfair." "This just can’t be."
• Having made a value judgment on reading the first sentence, a receiver is naturally reluctant to change their minds before the last sentence-even though the intervening sentences presents a valid base for doing so.

• Why is the explanation for the refusal so important? Where should it appear in the outline?
• The chance of getting the receiver to understand the reasons are much better before the bad news is presented than after the bad news is presented.
• If the bad news precedes that reasons, in what 2 ways might the receiver react?
• If the bad news precedes the reasons.

1. The message might be discarded before this important portion is ever read.
2. The disappointment experienced upon reading the bad news might interfere with the receiver’s ability to comprehend or accept the supporting explanation.

• Write the steps in the inductive approach recommended for bad news messages in your notebook.

1. Begin with the neutral idea that leads to the reason for the refusal.
2. Presents the facts, analysis, and reasons for the refusal.
3. States the refusal using positive tone and de-emphasis techniques.
4. Closes with an idea that shifts emphasis away from the refusal.

• What does the first paragraph seek to accomplish?
• The introductory paragraph in the bad-news or refusal letter should:

1. Let the receiver know what the letter is about (without stating the obvious).
2. Serve as a transition into the discussion of reasons (without revealing the bad news or leading the receiver to expect good news). If these objectives can be accomplished in one sentence, that sentence can be the first paragraph.

• Why not save the bad news for the final sentence?
• The refusal statement should be in the same paragraph as the reasons.
• It should not be placed in a paragraph by itself.
• This arrangement would place too much emphasis on the bad news
• Placing bad news last would make the ending seem cold and abrupt.
• A counterproposal convinces the reader to really do want to help.
• What does the final paragraph seek to accomplish?
• Final paragraph accomplished:

1. De-emphasizing the unpleasant part of the message.
2. Conveying some useful information that should logically follow (instead of precede bad news).
3. Showing that the writer has a positive attitude.
4. Adding a unifying quality to the message.

• Which is less desirable: an impatient or angry reader? What can you do to minimize the delay in reaching the bad news?
• Concise, well-written explanations are not likely to make the receiver impatient. They relate to the receiver’s problem, present information not already known and help the receiver understand.
• If receiver becomes impatient while reading a well-written explanations, that impatient is less damaging to understand than would be the anger or disgust that often results from encountering bad news in the first sentence.
• When would a deductive presentation of bad news be appropriate? Can you provide examples?
• Placing a refusal in the first sentence can be justified when one or more of the following circumstances exists:

1. The letter is the second response to a repeated request.
2. A very small insignificant matter is involved.
3. A request is obviously ridiculous, immoral, unethical, or dangerous.
4. A writer’s intent is to shake the receiver.
5. A writer-reader relationship is so close and long lasting those satisfactory human relations can be taken for granted.
6. The writer wants to demonstrate authority.

• How do you subordinate bad news?
• The outline recommended for bad-news messages de-emphasizes the statement of bad news; in other words, it subordinates the bad news by putting it in a less important position.
• Subordinating bad news by placing it in the dependent clause, using passive voice, expressing in general terms and using abstract nouns or things (instead of the person written to) as the subject of a sentence.
• Must refusal be stated directly?
• Implication is often an effective way of transmitting an unpleasant idea; that is, the idea is not expressed; yet the receiver understands.
• A message stated in an indirect way.
• Why might you refuse to fill an order?
• For orders that cannot be filled, the inductive approach recommended for all "no" letters is preferred.

Saying no to an order for merchandise

1. Reveal the subject matter of the letter and leads to the explanation.
2. Present a clear explanation of the fees charged for managing the investment. Explain technical terms so that the reader can understand.
3. Continue to help the reader understand how to interpret the statement without sounding demeaning. Implies the refusal because the explanation indicates that the stock value is correct as shown on the statement.
4. Shift emphasis away from the refusal and look confidently to future business.
5. Use open punctuation; the colon after the salutation and the comma after the complimentary close are omitted.

• To ensure positive relationships, the recipient of a request for favor may offer a counterproposal-an alternative to the action requested.

Saying no to a request for a favor

1. Introduce the subject and lead to an explanation.
2. Provide resale on the item ordered.
3. Begin the explanation.
4. Reveal-in positive language those sales are not made directly to consumers. Let the reader see an advantage in the manufacturer’s not selling to consumers directly.
5. Close by providing needed information.

1. Introduce the subject without revealing whether the answer will be yes or no.
2. Give reasons.
3. Subordinates the refusal by placing it in the dependent clause of a complex sentence. Allude to help in another form.
4. Close on a positive note by offering a counterproposal. Summarizing the executive’s responsibilities and providing her telephone number increases the genuineness of the offer.
5. Sign first name only because the writer knows the receiver well.

• Maintaining goodwill when writing a credit refusal is especially critical because this customer may be an outstanding credit risk in the future.
• What is a good counter-proposal in a letter that refuses credit? Can you think of others?
• An offer of a lower limit credit contract with a higher interest.
• Why is a poorly written refusal worst than an unsatisfactory oral one?
• A poorly written letter can be worst than an unsatisfactory oral response because the receiver has the "document on file".
• Why discuss reasons for a credit refusal?
• Both writer and reader benefit from from the explanation of the reasons behind the refusal.
• For writer, the explanation helps to establish fair-mindedness; it shows that the decision was not arbitrary.
• For reader, the explanations not only presents the truth to which they are entitled, it also has guidance value. From that they learn to adjust habits and as a result, qualify for credit later.
• What are some of the legal implications involved in refusing credit?
• A legal counsel should review your credit refusal letters to ensure that they comply with laws related to fair credit practices.
• Why include resale in a credit refusal?
• Including resale is helpful in a credit refusal letter for 4 reasons:

1. It might cause credit applicants to prefer your brand, perhaps being willing to purchase on a cash basis.
2. It suggests the writer is trying to be helpful.
3. It makes the writing easier-negative thoughts are easier to de-emphasize when cushion with resale material, and you seem confident of future cash purchase.
4. It can confirm the credit applicant’s judgment (suggesting the applicant made a good choice is giving an indirect compliment).

• Well-written memorandums can build employee support for unpleasant circumstances.
• Memorandums that convey bad news are written inductively also.
• The transitional word however immediately signals a change in thought – bad news is imminent in this case.
• Do not place the refusal in a simple sentence. Avoid using active voice and first person.
• All these statements undermine the decision and may cause the reader to question whether the decision may be arbitrary.
• Why is the last paragraph often shorter than the sentence containing the reasons?
• Should a reference to the refusal be included in the final paragraph?