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8: Writing Negative Messages
8-21
8-31. Message Strategies: Negative Announcements on Routine Matters
Note: Because the concierge service is so popular, this announcement is sure to disappoint the
the future.
Since it was implemented last year, the employee concierge service has turned out to be one of
our most popular employee benefits. The service is a timesaving convenience, allowing all of us
Unfortunately, lower-than-expected profits this year have forced us to look for ways to trim the
budget. The recent widespread recall on more than a million of our dishwashers has made it even
After Friday of this week, concierge services will be suspended until further notice. We hope this
will be only a temporary interruption of the services, and when the company’s financial situation
8-32. Message Strategies: Making Negative Announcements on Routine Business Matters
Twitter, JetBlue website
(LO 8.4; AACSB Tag: Written and oral communication)
8-33. Message Strategies: Refusing Routine Requests
Note: Using the indirect approach, open with a thank you that also reintroduces the subject.
Follow by including positive information about Lee Valley as a potential business partner, which
To: Rashida Peatross <r_peatross@woodplanes.com>
From: Derek Barth <derekbarth@leevalley.com>
Subject: Response to Partnership Request with Lee Valley Tools
Dear Ms. Peatross:
8: Writing Negative Messages
8-22
excellence, customer knowledge, and price competitiveness has helped make Lee Valley Tools a
leading retailer in Canada and online.
offering products that are more moderately priced and are not currently carrying these types of
wood planes.
Thank you for your interest in Lee Valley Tools. If you have any other innovative products you
Sincerely,
Derek Barth
Assistant to the Vice President, Sales
(LO 8.4; AACSB Tag: Written and oral communication)
8-34. Message Strategies: Negative Performance Reviews
Note: You have several goals in this message. First, it’s important to document your concerns
about Bridgewater’s performance. This may help her improve, but if she fails to do that, you’ll
have something in writing to fall back on later. Second, she’s a well-respected and highly
DATE: April 5, 2015
TO: Elaine Bridgewater
FROM: Karen Sykes
RE: Intermediate Performance Review
your performance as our retail liaison.
First, I want to let you know how much I appreciate the remarkable credibility and knowledge
you’ve brought to our company. Your experience as a former touring pro has earned immediate
respect from our retailers and customers, and has undoubtedly enhanced our sales. Your energy
8: Writing Negative Messages
8-23
dissatisfaction based on:
Voicemail messages that have gone unanswered for days
Confusing email messages that require two or three rounds of clarification
Reports that are poorly organized and difficult to understand
excellence.
Let’s meet early next week to talk over some strategies for addressing these concerns. I am ready
to help in whatever ways I can. Would Tuesday at 9:00 a.m. work for you? Please call me at
8-35. Message Strategies: Refusing Requests for Recommendations
Note: While this request may be uncomfortable at first, the sender should recognize that turning
the request into a positive opportunity will benefit Lang more than an inflated or untrue
recommendation. By providing positive information on one set of skills, the sender is helping
[email response]
To: Heather@gmail.com
From: Kristen@Simeon.com
Subject: Recommendation on LinkedIn
Dear Heather,
I have always considered your core strength to be your programming skills, and I remember how
your technical wizardry saved many of our client projects. With this in mind, I can certainly
write a recommendation of your brilliant technical skills on my LinkedIn profile.
8: Writing Negative Messages
8-24
Sincerely,
Kristen Anderson
Web Designer
The Simeon Designing House
[recommendation in LinkedIn profile]
8-36. Message Strategies: Refusing Requests for Recommendations
Date: October 29, 2015
From: Erin Kaplan ekaplan@gmail.com
To: Daniel Sturges <DSturges@gmail.com>
Subject: Recommendation letter
Dear Mr. Sturges,
company.
Best wishes for a successful career.
Sincerely,
Erin Kaplan
Office Manager
(LO 8.5; AACSB Tag: Written and oral communication)
8-37. Message Strategies: Negative Organizational Messages
Note: Although this message will be distributed internally, it will still be important to avoid
[post title] Looney Launch To Be Discontinued
Looney Launch will no longer be produced, and open orders for the product will be canceled.
8: Writing Negative Messages
8-25
We will shortly notify retailers of this decision, and you are likely to receive questions about
why we have ceased to offer such a popular product. Please emphasize our commitment to safety
enthusiasts.
(LO 8.6; AACSB Tag: Written and oral communication)
8-38. Message Strategies: Responding to Rumors
produces safe, delicious food
Tweet 2: Moonstone Cookware does not and has never contained harmful chemicals; food
company and discontinued years ago
(LO 8.7; AACSB Tag: Written and oral communication)
8-39. Message Strategies: Responding to Rumors and Public Criticism
Note: This message provides an opportunity to turn a negative into a positive. By being
proactive, the owner should meet the poor review head on by acknowledging the complaint,
apologizing, and closing on a positive note by offering the customer an unexpected benefit. If
and, therefore, loyal.
[www.yelp.com/biz/macrina-bakery-and-cafe-seattle-3]
[customer review; from website]
Anna F.
Portland, OR.
was no sorry, comment, a “here you go”, nothing.. just handed me a new one and I walked away.
There you have it... My one and only trip to Macrina - never again.
[possible owner response]
8: Writing Negative Messages
8-26
To make up for your bad experience, I would like to offer you a free coupon for our specialty,
lemon tart. I really hope you come back to our café and give us another opportunity to serve you.
Sincerely,
Leslie Mackie
Owner of Macrina Bakery & Café
(LO 8.7; AACSB Tag: Written and oral communication)
IMPROVE YOUR GRAMMAR, MECHANICS AND USAGE
Level 1: Self-Assessment—Semicolons and Colons
8-41. I want to make one thing perfectly clear: neither of you will be promoted if sales figures
8-42. The Zurich airport has been snowed in; therefore, I won’t be able to meet with you before
January 4. (AACSB Tag: Written and oral communication)
8-45. Send a copy to Mary Kent, Marketing Director; Robert Bache, Comptroller; and Dennis
8-46. Please be sure to interview these employees next week: Henry Gold, Doris Hatch, and
8-47. We have observed your hard work; because of it, we are promoting you to manager of your
department. (AACSB Tag: Written and oral communication)
8-48. You shipped three items on June 7; however, we received only one of them. (AACSB Tag:
Written and oral communication)
8-49. The convention kit includes the following response cards: giveaways, brochures, and a
8-50. The workers wanted an immediate wage increase; they had not had a raise in nearly two
years. (AACSB Tag: Written and oral communication)
8: Writing Negative Messages
8-27
8-51. This, then, is our goal for 2013: to increase sales 35 percent. (AACSB Tag: Written and
oral communication)
communication)
Level 2: Workplace Applications
8-55. Hector, Julie, and Tim’s report was well received by the committee. (AACSB Tag: Written
and oral communication)
8-56. Everyone who is interested in signing up for the training seminar must do so by 3:00 p.m.
communication)
8-57. David Stern is a management and training expert who has spent a major part of his career
oral communication)
8-59. Garrett didn’t seem fazed when her supervisor didn’t accept her excuse for being late: she
. .] (AACSB Tag: Written and oral communication)
8-61. Sauder Woodworking, in Archibald, Ohio, sells a line of ready-to-assemble computer carts,
8-62. Spamming is the most certain way to lose your email account, your website, and your
reputation. (AACSB Tag: Written and oral communication)
8-63. We programmers, especially Roger and I, have always tried to help others learn the tricks
8-64. The person who was handling Ms. Martinez’s account told her that the bank had made an
oral communication)
8: Writing Negative Messages
8-28
8-65. “The trouble with focus groups,” says marketing expert Frances Knight, “is that consumers
oral communication)
8-66. In an industry in which design firms tend to come and go, Skyline has licensed 70 products
8-67. If you’ve ever wondered why fast-food restaurants are on the left and gift shops are on the
Written and oral communication)
8-68. Anyone who’s starting a business should consider using his or her life story as a way to
8-69. Having been in business since 1993, Mr. Jurzang has made thousands of sales calls on
Level 3: Document Critique—Well-Written Solution
TO: <all.employees>
SUBJECT: Health Insurance Changes
Unlike many companies, Bright Manufacturing has always paid 100 percent of medical care
Blue Cross has recently informed us that next year’s cost increase for our employees’ medical
To manage the increase and continue to offer you and your family high-quality medical
1. If you choose to stay with the existing Blue Cross Plus plan, your co-payments will be $10
2. If you choose to stay with the existing Blue Cross Plus plan, Bright will pay 80 percent of
Blue Cross Plus plan. This share is still less than what many companies charge their
employees.
3. If you choose to switch coverage, Bright will provide a fully paid alternative health plan at
no cost to employees: Blue Cross HMO. If you opt to switch to this new plan, you must do so
8: Writing Negative Messages
8-29
For anyone choosing to change coverage, forms are available in the Human Resources office and
must be returned during the Open Enrollment period (11/20 to 12/01). If you wish to remain on
on January 1, 2014.
Accompanying this memorandum is a brochure describing the details of these new medical
Since our founding in 1946, we have provided our employees with the best medical coverage
available. Despite rising costs, we are working to keep this benefit available to you.
Sincerely,
Lucinda Goodman, Benefits Manager, HR
(AACSB Tag: Written and oral communication)
