【商务英语写作】5th week bad news message.ppt

Bad News Letters 5th and 7th week Bad-news Messages Unavoidable No business can meet all the demands of all the customers all the time. Sometimes has to say ‘no’. Indirect Approach to Bad-news Messages Don’t tell the bad news at the beginning. Begin with some good news or neutral information. Give explanations before releasing bad news. General Structure of Bad-news Messages Begin with a buffer Explain why the refusal has to be made State the refusal Close positively Refusal to claim on the wetted rice Dear Sir We have received your letter of October 15, but we are surprised to know your unreasonable request. Obviously, the rice was wetted by the seawater during the transportation, so you shouldn’t claim on us. You have to write to those who are responsible. As a result, we must deny your adjustment. I trust our decision is satisfactory. Begin with a buffer Your organization is doing a commendable job educating needy children. You deserve the help of those who are in a position to give it. Your invitation of Jan.15 to address the National Association of Small Business Owner is a most distinct honor to me personally. We appreciate your concern about the quality of our product. You have every right to expect the best service when you have placed your orders so often. Showing positive attitude, appreciation Showing sympathy and care Demonstrating understanding Explain why the refusal has to be made Present objective, reasonable and convincing reasons. Alternatives positive Make the impression that the refusal is necessary and based on careful consideration To be avoided We must reject/turn down/refuse/disappoint you You surely understand ….. We were surprised at your request. You claim / You state in your letter… This is the best we can do State the refusal Make the refusal clear without misunderstanding Offer some constructive and feasible suggestions. Close Polite Positive Confident Do not remind your readers of the