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There are many challenges in the planning and writing steps of writing bad news messages. Delivering the bad news message will hurt the reader's feelings if it is not carefully planned. The writer needs to effectively communicate the bad message to the reader, and at the same time maintaining as much goodwill as possible with the reader. One of the challenges I faced during the planning step is the creation of an appropriate business situation. I have to decide upon the relationship of the writer and the reader, whether the situation is routine or minor, and the reader's preference of receiving negative news up front. This is important because it affects my choice of using the direct or indirect approach. For my business situation, the customer wants to order a wallet from LeSportsac; however, the requested color and print is out of stock. As a sales manager, I have to write a letter notifying the customer that the order cannot be filled. According to chapter 8 of the textbook, using the indirect approach to handle bad news about orders is the most appropriate. Because I am unable to send the customer anything, I have no good news to give. I have to design the buffer so that it confirms the sale, and offers an explanation for not filling the order promptly. In the opening of the letter, I will confirm the customer's order of the specific wallet and thank the customer for placing the order. This will act as a buffer prior to delivering the bad news. Then, I will explain why the wallet is out of stock. This presents a challenge because I have to state the facts without laying blame on the company; otherwise, the customer will lose confidence in the company. I will imply the bad news and offers the customer other colors and prints of the same wallet that are available. In the closing, I will emphasize resale information such as free delivery and online shopping. The key in writing bad news messages is to use a tone that shows the writer is in control of the situation and provide personal attention to the reader.
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