Negative News 3 | Page<\/p>\n
Assignment #6 (found at end of instructions)<\/p>\n
Negative News Goals<\/p>\n
To rebuild the bridge with a disgruntled customer<\/p>\n
To maintain a positive relation with the customer<\/p>\n
To make the rejection clear, while not beating the receiver over the head with it<\/p>\n
To avoid future correspondence if possible.<\/p>\n
To provide a professional looking document that\u2019s properly formatted (page 207)<\/p>\n
To create an economical, conversational, visually accessible, and effective document<\/p>\n
As previously noted in the adjustment letter assignment, a business representative will decide whether to grant or reject a customer claim. While in the case of the Powerbar case we granted the customer\u2019s request, there are situations where we just can\u2019t give the reader what they are asking for. Most likely the customer\u2019s request is just way out of bounds. So let\u2019s look at the same claim letter from the previous case:<\/p>\n
Sample Claim Letter<\/p>\n
Hello:<\/p>\n
The computer I order on December 9, 2018 and which was delivered on January 7th arrived broken. The purchase number is 573902-5. I have attached some pictures to illustrate the damage. The policy statement included in your brochure indicates that items being returned must be sent in their original packaging. However, as you can see from the pictures, the box is destroyed. I was forced, consequently, to place it in a new box and have sent it back with the original receipt. Please either send me a new computer like the one I ordered by the end of January or back-charge my account for the original purchase price prior to that date. <\/p>\n
Call me at 555-555-5555 with any questions or email me at _________<\/p>\n
Best regards,<\/p>\n
Rob Marini<\/p>\n
Now let\u2019s say that the customer\u2019s claim was not grantable. For instance, he signed for the package when it was delivered. On your website where he purchased the computer, it states that products already signed for are not returnable. Usually such a policy would be designed to keep the costs of your products affordable for all your customers and to protect you from false damage claims. Since he signed for it, you suspect he broke the computer, possibly dropping it after receipt. We will need to reject him but want to do it in such a way that he won\u2019t hold it against us. Okay, that\u2019s where the four part strategy for breaking bad news comes in.<\/p>\n
Sample Rejection Letter<\/p>\n
Dear Mr. Marini:<\/p>\n
I realize that not having your computer must be a real hassle, so I\u2019d like to work with you to resolve the situation as quickly as possible. I immediately sent the computer to the technicians who discovered the problem was due to a detached wire at the charging port. <\/p>\n
While the originally packaging isn\u2019t an obstacle to replacement, we do try to keep our costs low for all our customers. As noted on the website, packages signed for by customers are no longer eligible for returns and replacements. The technicians, however, did say it could be repaired and returned to you for just the cost of parts\u201420 dollars. This is a good deal considering most repair shops will hit you with a 100 dollar service fee and shipping costs. <\/p>\n
If you would like to take advantage of this, send us a check by the end of the month and we\u2019ll get that fixed and shipped back to you in five business days. If we don\u2019t hear from you by then, we\u2019ll ship it back to you as is. I hope you\u2019ll this solution will work for you!<\/p>\n
Best,<\/p>\n
Joe Bullinski<\/p>\n
The idea is to make the reader feel like he was treated fairly, offer him some alternative if possible, and keep him using your service. Let\u2019s look at the assignment:<\/p>\n
Assignment #6 Negative News Assignment<\/p>\n
Standby Time Case<\/p>\n
Assume you are the Marketing Manager for Earthworm Equipment Company, manufacturers of heavy duty construction equipment.\u00a0 When you were at lunch last Friday, one of your customers, Jim Brennen, spotted you in the restaurant and asked a favor.\u00a0 Specifically, he would like his company, Apex Construction, to be able to use your robotic assembler system when theirs is down (let\u2019s call this \u201cstandby time\u201d).\u00a0 You don’t want to give Apex this “standby” time.\u00a0 But Jim knows that you made such an arrangement when you installed your system with two of your suppliers (that’s how he found out–Apex also buys from those suppliers).\u00a0 <\/p>\n
Apex is a good customer so you’re very reluctant to turn them down.\u00a0 And you’re afraid Apex will find it hard to understand your refusal since they know about the others who do have standby time.\u00a0 Further, standby time is rarely used (but when it is needed it is important to have it).<\/p>\n
You learn from your Assembly Systems Manager, Jane Blair, that your robotic assembler is now scheduled for a three-shift, six day week, and she would find it very difficult to commit any more time for use by others.\u00a0 You know you would be overextending your capacity if you entered into any additional agreements.<\/p>\n
\u00a0Write to Jim and say “No”:<\/p>\n
\u00a0Inside Address<\/p>\n
\u00a0James Brennen, Vice President<\/p>\n
\u00a0Apex Construction Company<\/p>\n
\u00a0501 North 76th St.<\/p>\n
\u00a0Milwaukee, WI\u00a0 53237\u00a0<\/p>\n
Four Point Strategy for Breaking Bad News<\/p>\n
Letter Opening\u2014the Buffer (page 278-280): Open the letter with at least a three-line buffer that includes a couple of the following options as shown on page 280:<\/p>\n
Appreciation <\/p>\n
Compliment<\/p>\n
Mutual agreement<\/p>\n
Empathy <\/p>\n
Best news<\/p>\n
Wiliness to help him out <\/p>\n
Reasons for Rejection (page 280-281): When you state the reasons:<\/p>\n
Do not give away rejection\u2014We don\u2019t want the reader to know we aren\u2019t <\/p>\n
granting their request until we have sold them on our reasons. If we open immediately with the bad news, there\u2019s a good chance they won\u2019t read on and will just be angry with our decision. That often leads to them calling and wasting our time.<\/p>\n
Be specific\u2014Saying the boss says no or it\u2019s company policy doesn\u2019t answer the reader\u2019s questions. If it is company policy, explain what is the policy, how it benefits the customers, and why your findings rule out the adjustment. Your goal is to get the reader to willingly accept the bad news, which they won\u2019t do if they don\u2019t understand exactly why they were rejected.<\/p>\n
Don\u2019t blame others in the organization\u2014saying the boss says no or blaming others in the company for the rejection might make you look good, but it will only encourage the reader to press their case further. <\/p>\n
Rejection (page 281-282): When you state the rejection after the reasons, use the following strategies:<\/p>\n
Embedded emplacement\u2014Don\u2019t begin new paragraphs with the bad news. A reader often scans documents before reading, and their eyes naturally fall on opening lines. If they see a negative word like unfortunately, they will go straight to it and not read your buffer or reasons. <\/p>\n
Subordination\u2014Place the bad news in a subordinate clause rather than in the independent. Independent clauses get the most emphasis in a sentence. We don\u2019t want the bad news to be emphasized.<\/p>\n
The passive voice–placing the bad news in a passive voice sentence deemphasizes the writer\u2019s role in braking the bad news. So instead of writing, \u201cWe can\u2019t grant your request,\u201d you\u2019d write, \u201cAlthough your request can\u2019t be granted, we can fix \u2026\u201d You see how the reader will transition from the bad news straight into the alternative without pausing–that\u2019s the ideal way to break bad news. It gives them no pause to dwell on it and pushes the reader right into the good news.<\/p>\n
Alternative (page 282): When transitioning from the bad news into the alternative, try to do the following:<\/p>\n
Avoid dwelling too long on the rejection\u2014If possible, transition immediately into an alternative. Put the alternative in the independent clause and the rejection in the subordinate so they both appear in the same sentence. <\/p>\n
Closing (page 282): Make certain the closing of the letter does the following:<\/p>\n
Gives any additional instructions for pursing the alternative\u2014If one exists, explain what they need to do to pursue it. Explain how you want them to submit the payment. Consider an end date to motivate action. <\/p>\n
Gives any instructions for not pursuing the alternative\u2014Don\u2019t assume they will want it. In this case, the reader might not have the money to get it fixed, so then what should he do? Consider tying in the payment end date so you can say if you don\u2019t receive payment by then, you\u2019ll assume they don\u2019t want the alternative and will send back the clarinet. <\/p>\n
Looks forward to future business\u2014The ending should read like the problem has been resolved. Don\u2019t say you\u2019re sorry or refer back to the original problem. <\/p>\n
Doesn\u2019t thank receiver–While in an adjustment, we might thank the reader for helping us fix a problem, we don\u2019t thank the reader for making an irrational request. <\/p>\n
Doesn\u2019t invite feedback: One of the goals of negative news letters is to end the communication. Nothing the reader has to say will change the outcome, so you don\u2019t want to open a door for them to bother you further. If you have provided the necessary info for pursuing the alternative, there should be no further need for communication. <\/p>\n
Letter Format<\/p>\n
Make certain your letter follows all the formatting conventions as illustrated on page 207. You can omit a subject line in these cases, as you don\u2019t want to reveal the purpose of the document\u2014the rejection\u2014before it appears.<\/p>\n","protected":false},"excerpt":{"rendered":"
Negative News 3 | Page Assignment #6 (found at end of instructions) Negative News Goals To rebuild the bridge with a disgruntled customer To maintain a positive relation with the customer To make the rejection clear, while not beating the receiver over the head with it To avoid future correspondence if possible. To provide a […]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1],"tags":[10],"class_list":["post-78633","post","type-post","status-publish","format-standard","hentry","category-research-paper-writing","tag-writing"],"_links":{"self":[{"href":"https:\/\/papersspot.com\/blog\/wp-json\/wp\/v2\/posts\/78633","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/papersspot.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/papersspot.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/papersspot.com\/blog\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/papersspot.com\/blog\/wp-json\/wp\/v2\/comments?post=78633"}],"version-history":[{"count":0,"href":"https:\/\/papersspot.com\/blog\/wp-json\/wp\/v2\/posts\/78633\/revisions"}],"wp:attachment":[{"href":"https:\/\/papersspot.com\/blog\/wp-json\/wp\/v2\/media?parent=78633"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/papersspot.com\/blog\/wp-json\/wp\/v2\/categories?post=78633"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/papersspot.com\/blog\/wp-json\/wp\/v2\/tags?post=78633"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}