{[ promptMessage ]}

Bookmark it

{[ promptMessage ]}

Bad News 2 - 1 Bad News Messages Bad News Messages You did...

Info iconThis preview shows pages 1–5. Sign up to view the full content.

View Full Document Right Arrow Icon

Info iconThis preview has intentionally blurred sections. Sign up to view the full version.

View Full Document Right Arrow Icon

Info iconThis preview has intentionally blurred sections. Sign up to view the full version.

View Full Document Right Arrow Icon
This is the end of the preview. Sign up to access the rest of the document.

Unformatted text preview: 9/28/2008 1 Bad News Messages Bad News Messages * You did not get the job * You did not get the job * We cannot grant you credit * We cannot grant you credit * We cannot fulfill your * We cannot fulfill your request request * We cannot replace the sales * We cannot replace the sales No! item you purchased item you purchased * I cannot speak at your * I cannot speak at your seminar seminar Chapter 7, pp. 238-279 Purpose Purpose *Present the unpleasant *Present the unpleasant *Present the unpleasant *Present the unpleasant facts with the “you facts with the “you attitude” in such a way that attitude” in such a way that the reader will consider you the reader will consider you fair and reasonable and will fair and reasonable and will fair and reasonable and will fair and reasonable and will remain a friend of your remain a friend of your organization. organization. Chapter 7, pp. 238-279 9/28/2008 2 The key to the “no message” The key to the “no message” is the right attitude is the right attitude Every letter you write can be Every letter you write can be considered a sales letter. Try to sell considered a sales letter. Try to sell your customer on the idea that your your customer on the idea that your decision, though contrary to his decision, though contrary to his request is fair and reasonable and request is fair and reasonable and request, is fair and reasonable and request, is fair and reasonable and possibly even to his advantage in the possibly even to his advantage in the long run. long run. Try to honestly see things from the other Try to honestly see things from the other person’s point of view. Show him why person’s point of view. Show him why your plan is needed or to his advantage. your plan is needed or to his advantage. Say “It will be advantageous to you . . . .” Don’t say “It would be convenient for us to . . . .” 9/28/2008 3 When praising an individual, single When praising an individual, single him/her out; when criticizing him/her out; when criticizing him/her, put him/her in a group. him/her, put him/her in a group. Single Out “You certainly made the right decision, Mrs. Jones. . . .” As a Group “Sometimes customers, unknowingly, make the wrong decision.” Shield the reader’s pride. Shield the reader’s pride. Tactless “If you had read the instructions I gave you, you would have noticed that they specifically state you had to sign the acceptance form within thirty days.” Tactful “Our commitment was good for thirty days. In the instructions that you received with the shipment, you will find . . . .” 9/28/2008 4 Talk with the reader, Talk with the reader, not down to him not down to him not down to him not down to him ....
View Full Document

{[ snackBarMessage ]}