One choice you’ll make when delivering bad news is whether to make your message more or less direct. For most bad news mesures, you’ll case into the bad news and allow the affected person to prepare for the potential shock. In less direct messages, you’ll describe the rationale for the bad news first, whereas in more direct messages, you’ll give the bad news and then provide the rationale. Generally, you will deliver less direct bad news when you work with customers, clients, and contacts you don’t know very well. When working with colleagues, you can typically be more direct than you are with customers and clients. In particular, you should generally be most direct when delivering bad news to superiors, who have limited time and need the key pieces of information up front. Still, in most of your relationships with colleagues, some indirectness helps prepare your colleagues to accept the bad news or negative feedback constructively connect Visit for an exercise on this topic. You also can make judgments based on the motivational values of others (as you learned about in Chapter 2). Professionals with ative directing motivational values (reds) prefer more directness in all situations, including those involving bad news. Professional with analyti autonomizing motivational values (greens) prefer less direct bad news that is characterized by the most attention to the rationale Professionals with hub motivational value systems (roughly equal focus on assertiveness, analysis, and altruism) ako prefer les direct bod news that is characterized by a focus on the future and a desire for harmony. Professionals with altruistio nurturing motivational values blues) prefer the least direct bad news with beavy attention paid to displays of concern and shows of poodwill 11.9 Writing a Bad-News Message About Elimination of Elite Customer Program Assume the role of Nick (see page 364), and then write a bad news announcement to all former Elite Customers explaining the elimination of the Elite Customer Program, stating that the Jensen Chemicals and Hardware Deport Elite Customers program would be discontinued after the current rewards cycle. Under the program, customers who spent more than $1,000 in a calendar year automatically qualified for a 10 percent discount on all purchases in the following year. The program has been quite popular, and Nick knew that many customers would be upset. However, he had done the math and felt that it was a money loser for the company. To soften the disappointment to the customers, in letters to all previous Elite Customers, he was including a 20 percent discount coupon on any single purchase. In addition, customers could still reach Elite Customer status for this year and quality for discounts next year The letter will require at least paragraphs to fully develop the letter and to include sufficient information. Be sure to include the components listed above and fit the letter to one page. Create a letterhead and strive for an error free message that could be mailed. Use the letter format example provided in this week’s module and the rubric for Bad-News Letters. Your letter must be in correct business format. You may also refer to your textbook for formats and examples of good letter writing. Single space the message and double space between paragraphs. Chapter 11 Writing a Bad-News Messages Instructions: In Chapter 11. you will learn how to deliver the inevitable bad news to customers or coworkers. The chapter includes five examples of delivering bad news. Read about the suggested methods, and then apply your understanding to the bad news message you will write. For this assignment, write using the indirect method and include the following components: buffer, rationale, bad news, explanation of impacts, focus on future relation, goodwill (p. 340).
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