| Term | Definition |
|---|
| Direct Plan-Present the Bad News Immediately | Because ongoing construction at Riverside Park might present safety hazards to our employees and their families, the annual company picnic originally scheduled for August 3 has been canceled. |
| Buffer | Lessens the impact of bad news and provide a smooth transition to the discussion of reasons. |
| Justifying Your Decision | Focus on the reasons for the refusals rather than on the refusal itself. |
| Giving the Bad News | The reader should be able to infer the bad news before it is presented. |
| Closing on a Pleasant Note Examples | Best wishes, counterproposals, other sources of help, resale or subtle sales promotion |
| Problems to avoid in Bad News Messages | Apologizing, Anticipating problems, Inviting needless communication, Referring again to bad news, Repeating a cliche, Revealing doubt and Sounding selfish |
| Repeating a cliche | If we can be of any further help, please don't hesitate to call on us |
| Inviting needless communication in Bad News Messages | If you have any further questions, please let me know. |
| direct organizational plan | direct style presents the major idea first followed by needed details |
| indirect organizational plan | reasons are presented before the major idea is often used for persuasive and bad news messages |
| routine requests | anticipation the reader will readily do as you ask without having to be persuaded |
| routine replies | provide the information requested in the original message or otherwise comply with the writer's request |
| routine claim letters | written by the buyer to the seller seeking some type of action to correct a problem with the seller's product or service |
| routine adjustment letters | written to inform a customer of the action taken in response to the customer's claim letter |
| goodwill messages | sent strictly out of a sense of kindness and friendliness |
| persuasion | the process of motivating someone to take a specific action or to support a particular idea |
| sales letter | deals with selling a product or service |
| rhetorical question | asked strictly to get the reader thinking about the topic of your message |
| derived benefit | interpret the features by showing specifically how each will benefit the reader |
| central selling theme | a single theme running through your letter |
Combine with other sets
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