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Objectives
� Learn guidelines for writing messages and letters
� Learn strategies for conveying bad news
� Learn the types of negative messages
� Apply both direct and indirect writing plans
� Workshop � Negative/employment refusal letter � Common sentence errors (handout)
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Routine Messages and Letters
Emails, memos, and letters have common elements:
q Topic – focus on one topic and main idea
q Purpose – informative message for internal/external audience
q Style – business style and tone (“6Cs”)
q Readability – organize or “chunk” content
q Format – use email, memo, and letter formats
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Letter Guidelines
� Know your purpose – begin with a clear purpose statement
� Know your audience – formal style for an external audience
� Use business style and tone – aim for “6Cs”
� Emphasize the positive “you” attitude – engage an audience
E.g. You can access the customer service line 24 hours, every day.
� Begin and end with a greeting/salutation – use full name
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Letter Guidelines
� Use direct/indirect writing plans for messages and letters
� Use persuasive appeals – logos and ethos
� Use enclosures and hyperlinks for more information
� Use business letter format, usually full-block format/style
(Adapted/Source: Technical Communication by Pfeiffer and Boogerd)
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Negative Messages
Here are common types of negative messages:
§ Announcements – new policy or procedure, rate increases, cancellation of services, product recalls, project delays
§ Assessments – bad news about employee job performance or personnel issues
§ Refusals – refusal of invitations, requests, claims, credit or employment applications
(Source: Communicating for Results by Carolyn Meyer)
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Direct Approach
Use the Direct Writing Plan
§ If bad news is routine information and not serious or harmful to an audience
§ To communicate internally on known matters, such as changes in corporate policy or employee programs
§ To communicate externally on routine matters, such as rate increases to customers or clients
(Source: Communicating for Results by Carolyn Meyer)
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Direct Writing Plan
1. Bad News – State the bad news clearly and concisely
2. Explanation – Tell an audience the basic facts or only what they need to know to justify a decision
3. Alternative or Option – Try to offer an option, only offer what your company can do legally and realistically
4. Goodwill Closing – Positive or goodwill closing
(Source: Communicating for Results by Carolyn Meyer)
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Indirect Approach
Use the Indirect Writing Plan
§ For serious bad news and external communication with customers, clients, vendors, or job applicants
§ To refuse requests, claims, credit or employment
§ To convey delays about orders, products, or projects
(Source: Communicating for Results by Carolyn Meyer)
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Indirect Writing Plan
1. Buffer – Positive statement that cushions the bad news
2. Background + Explanation – Background or reason to help an audience understand and accept the bad news
3. Bad News + Option – State the bad news to minimize any impact and balance with an option for the audience
4. Goodwill Closing – Positive or goodwill closing
(Source: Communicating for Results by Carolyn Meyer)
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Bad News Messages Please select an appropriate writing plan for these messages:
q An all staff message announcing the cancellation of a lunchtime lecture series
q A letter informing a customer of one-month delay for on-site software training
q An email to your staff refusing a two-day leave to participate in a dance competition
q A memo from the executive team rejecting a manager’s phased retirement plan
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Assignment – Negative Letter
u You are the manager of financial planning services at a
local branch of TD Canada Trust. You are hiring new staff
members to join your team in Vancouver. You have completed
the hiring process this week. Your task is to write a template
for a negative/employment refusal letter to applicants
who were not selected for the vacant positions.
Please write a letter using business style and the indirect plan.
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Assignment – Negative Letter
§ What is the purpose or goal of the letter?
§ How would you describe your audience(s)?
§ What is your audience’s likely response? What is your audience’s likely level of resistance – any objections?
§ What information does your audience need?
§ What are your main points and plan for organizing the letter?
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What’s Next
q Please write an employment refusal letter and post it in the Assignment Drop Box – Your Letters.
q Please read these chapters in the textbook.
q Chapter 7 – Delivering Unfavourable News
q Chapter 8 – Persuasive Messages
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