10 Questions
What is the primary purpose of a buffer statement in a business communication?
To establish a positive tone before delivering the bad news
Which of the following is a strategy for deemphasizing bad news in a business communication?
Positioning the bad news strategically
What should be included in a writing plan for refusing requests or claims?
A buffer statement, reasons, and bad news
Why is it important to use positive words when explaining the logic behind bad news?
To show reader benefits, if possible
What is the purpose of a forward look in a business communication?
To look forward to continued business
Why should a writer avoid using words that create a negative tone when presenting reasons for a refusal?
To create a positive tone
What should be avoided when closing a business communication that involves bad news?
Referring to the bad news
What is the purpose of a closing statement in a business communication that involves bad news?
To renew good feelings and look forward to continued business
How can a writer soften the blow of bad news in a business communication?
By positioning the bad news strategically
Why is it important to include a key idea or word in a buffer statement?
To act as a transition to the explanation
Study Notes
Evaluating Buffer Statements
- A buffer statement is an opening sentence that sets the tone for a refusal letter, e.g., complimenting the reader's organization.
- The buffer statement should not imply approval, only appreciation.
Presenting the Reasons
- Be cautious when explaining reasons for refusal.
- Cite reader benefits, if possible.
- Explain company policy, if relevant.
- Choose positive words to convey the message.
- Show that the matter was treated seriously and fairly.
Techniques for Deemphasizing Bad News
- Avoid the spotlight: put the bad news in the middle of a paragraph.
- Use a long sentence to reduce emphasis on the bad news.
- Place the bad news in a subordinate clause.
- Use the passive voice to deemphasize bad news.
- Be clear but not overly graphic in delivering bad news.
- Imply the refusal rather than stating it directly.
- Suggest an alternative to the bad news.
Using the Passive Voice
- Passive-voice verbs focus attention on actions rather than personalities.
- Passive voice is useful in being tactful.
Writing Plan for Refusing Requests or Claims
- Buffer: start with a neutral statement, such as a compliment or apology.
- Reasons: present valid reasons for refusal, avoiding negative tone.
- Bad News: soften the blow by positioning the bad news strategically.
- Closing: renew good feelings with a positive statement.
Writing Plan for Announcing Bad News to Customers and Employees
- Buffer: open with a compliment, appreciation, or good news.
- Reasons: explain the logic behind the bad news using positive words.
- Bad News: position the bad news so that it does not stand out.
Evaluate the effectiveness of a letter refusing a donation request, focusing on the opening statement's tone and impact.
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