CHAPTER 7
SOLUTIONS
Negative Messages
Critical Thinking Discussion Guide
11. Why might it be shortsighted to bluntly refuse lending money or issue credit cards to
people without a credit history—such as young students—or to consumers with
less-than-stellar credit? (L.O. 1–4)
A person’s financial situation can change. When a recession hits, the economic
circumstances of average citizens can dramatically worsen, yet they may also eventually
12. Robert Bies, professor of management at Georgetown University, believes that an
important ethical guideline in dealing with bad news is never to shock the recipient:
“Bad news should never come as a surprise. Failure to warn senior leadership of
impending bad news, such as poor sales or a loss of a major client, is a cardinal sin.
So is failure to warn subordinates about mistakes in their performance and provide
an opportunity for them to make corrections and improve.” Discuss the motivation
of people who keep quiet and struggle with dispensing bad news. (L.O. 1–3)
13. Should organizations fear websites where consumers post negative messages about
products and services? What actions can companies take in response to this
potential threat? (L.O. 4)
14. Consider times when you have been aware that others were using the indirect
strategy in writing or speaking to you. How did you react? (L.O. 2)
Students may indicate that they appreciated the indirect pattern because it was more tactful
and made them feel that the communicator cared about their feelings. On the other hand,
15. What might be some advantages and disadvantages to being let go remotely, if any?
Why might it be a good idea to rein in one’s frustration and anger? (L.O. 5
Although it is brutal, being told over the phone may help the person absorb the bad news
and respond to it in private rather than in front of coworkers. This advantage is lost, of
Radical Rewrites
7.1 Radical Rewrite: Request Refusal—Nuptials Nixed at Napa Inn (L.O. 1–4)
Weaknesses
a. Turns off the reader with the immediate, blunt announcement of bad news.
b. Uses an offensive tone suggesting that the bride is not too smart.
Writing plan for a request refusal:
Buffer: Start with a neutral statement. Begin with a compliment, appreciation, or a
quick review of the facts.
7.1 Radical Rewrite: Request Refusal—Nuptials Nixed at Napa Inn
Revision
Current date
Ms. Sonya Capretta
2459 Sierra Avenue
Fresno, CA 93710
Dear Ms. Capretta:
Thanks for your inquiry regarding weddings at the Napa Valley Inn, one of the most beautiful
and romantic settings in the country.
7.2 Radical Rewrite: Bad News to Employees—Software Is Strictly Business (L.O. 1–3, 5)
Weaknesses
a. Opens with a direct refusal and a harsh reference to the prohibitive cost of additional
7.2 Radical Rewrite: Bad News to Employees—Software Is Strictly Business
Revision
To: Staff computer users
From: Anna He Wong <ahwong@csb.com>
Subject: Request to Provide Software Licenses for Home Use
Staff computer users:
A number of computer users have expressed interest in the latest Adobe Creative Cloud apps
and services. We recently purchased software licenses to access Adobe Creative Cloud on the
computers in our Document Production Department.
Activities and Cases
7.3 Request Refusal: Rising Phoenix Team Sinks Application
To: Jenny Johnson <jjohnson@risingphoenix.org>
From: [Your name] <your e-mail address>
Subject: Your Request for Adobe Sponsorship
Dear Jenny:
We enjoyed learning about the fascinating sport of dragon boat racing and about the role it
plays in the lives of many active breast cancer survivors. Your team is to be commended for its
competitive spirit and positive attitude.
7.4 Request Refusal: Turning Down an Award-Winning Charity
Current date
Ms. Elliana Larios
1450 Opechee Way
Glendale, CA 91208
Dear Ms. Larios:
7. 5 Request Refusal: I’m Flattered, But I Can’t Speak to Your Club
Current date
Ms. Chelsea Landry
Associated Students
Wysocki College
246 Bay State Road
Boston, MA 02215
Dear Ms. Landry:
Your invitation to speak at beautiful Wysocki College thrilled me because I enjoy meeting young
people and discussing the importance of soft skills with them. I was particularly impressed with
your professionalism in communicating with me and following up.
7.6 Request Refusal: Can’t Evict Noisy Tenant
Current date
Mr. Charles Costerisan, CPA
Suite 200, Edgewood Towne Center
300 Frandor Avenue
Lansing, MI 48912
7
Dear Mr. Costerisan:
Subject: Your Recent Inquiry About a Neighboring Tenant
Thank you for bringing up your concerns about the loud music coming from Mr. Brenner’s office.
I can understand how frustrating the noise must be, especially when you are conducting
business with clients.
7.7 Claim Denial: Pricey Prescription Eyewear Left on Plane
Current date
Ms. Cynthia Mercier-Walters
8400 S 51st Avenue
Glendale, AZ 85301
Dear Ms. Mercier-Walters:
We can imagine that the loss of your glasses on our flight from Philadelphia to Phoenix with a
stopover at Atlanta International Airport must be truly frustrating.
7.8 Claim Denial: Whining on the Web
Students will find numerous legitimate complaints about products and services. For example,
7.9 Claim Denial: Sorry—Smokers Must Cough Up Cash
Current date
Mr. Wilson M. Weber
634 Wetmore Avenue
Everett, WA 98201
Dear Mr. Weber:
Century Park Hotel is committed to providing an attractive setting and comfortable surroundings
for every guest’s visit. We realize that our guests have high expectations, and to meet or exceed
7.10 Customer Bad News: Pick a Price Hike
Note: Student messages will vary. Here are portions of an authentic letter announcing a
newspaper rate increase.
Current Date
Dear Home Delivery Subscriber:
Effective February 6, there will be a modest increase in the price of home delivery of ______,
the first home delivery price increase in four years. This increase reflects the rising costs of
printing and delivery. The new weekly rates are shown in a separate box.
7.11 Customer Bad News: Blunder in Scheduling Fairytale Thorncrown Chapel Wedding
In a memo, students should outline a course of action, such as the following:
• Call each bride-to-be, describe the problem, and apologize.
• Explain why the problem occurred, what you are doing to resolve it, and how you will
prevent it from happening again.
• Offer a bonus if one of the brides will switch days.
• Promote goodwill by following up with messages that document the phone calls and provide
details of the bonus offer.
Current date
Ms. Debbie Hungeling
4590 Clairmont Road
Atlanta, GA 30346
Dear Ms. Hungeling:
Please accept our sincere apology for the disruption of your wedding plans here at Eureka
Springs. We realize how distressing it is to change plans for such an important event in your life.
Normally, I personally schedule all Thorncrown Chapel weddings. However, while I was gone
for two weeks last fall, two weddings were inadvertently scheduled for June 16. I can assure you
that this will not happen again as I have installed a new scheduling app that prevents double
7.12 Customer Bad News: Selecting Sturdy Stepper for Snap Fitness Gym
Current date
Mr. Lawrence Holder
Snap Fitness Gym
1212 Bahama Drive
Richmond, KY 40475
Dear Mr. Holder:
Thank you for your order! Your new Lifecycle Trainers, Pro Abdominal Boards, and Tunturi
Muscle Trainers have been shipped and should arrive soon via UPS.
7.13 Employee Bad News: No More Help With Sky-High Tuition
To: Lea Tyra <ltyra@unifiedfederalbank.com>
From: [Your name] <your e-mail address>
Subject: Your Inquiry Regarding Tuition Reimbursement
Lea,
We appreciate your thoughtful message requesting that Unified Federal Bank establish a
program to reimburse the costs of college expenses such as tuition and books.
You’re smart, Lea, in striving to further your education by returning to school to take additional
7.14 Employee Bad News: Saying Goodbye to Gourmet Meals and Perks
Dear Minx Employees,
Your hard work and creative talents have produced a number of amazingly successful products
for Minx customers. As a result of your efforts, we have been able to offer an outstanding
workplace with many amenities to attract the best and brightest talent.
12
7.15 Employee Bad News: No Social Media at Work
To: Staff members
From: Emma P. Sharpe <epsharpe@marketingmind.com>
Subject: Avoiding the Perils of Social Media
Most of us would probably agree that sharing information on social media can lead to
professional networking opportunities. Social media and Web-based collaboration tools such as
Slack, Google Docs, and wikis can increase productivity and create digitally savvy workers.
However, by now most workers know that overexposure or inappropriate behavior online can
lead to privacy breaches and have very negative consequences, including job loss.
Emma P. Sharpe
[Full contact information]
Communication Workshop: Intercultural Skills
Saying No Across Cultures
This workshop asks students to interview fellow students or work colleagues who are from other