Letters: The Indirect Approach

Week 3, Part 1

Reminder

1. Slideshare.net/janegriffith

Today

1. Hand in direct letter2. Indirect letter

Grammar-rama

7Cs constructive courteous clear and concise concrete and specific complete coherent correct

Constructive

Thanks for all the trouble Please do not use the Front Street Door Thrifty Foods Carts

We will (we cannot) We do (we do not)

Constructive

Avoid negative words Regrettably Unfortunately Unhappily Inconvenience

Constructive

The furniture cannot be delivered before August 1

Your furniture will be delivered after August 1

You are not eligible for our credit card because you have not yet graduated.

You will be eligible for our credit card upon graduation.

Constructive

The condominium does not allow residents with children under twelve.

We should not take longer than two hours to complete the display.

If you do not want to take on this additional responsibility, you will not be given the new word processor.

Indirect Approach

How do you deliver bad news?

Indirect Approach

Consider how the person will feel (audience)

Deliver the news completely and clearly (purpose)

Make the bad news acceptable (technique)

Use the Indirect Approach

Bad news Refusals Disappointing news Apologies Missed deadlines Diffuse volatile situation Maintain staff relations Requests

Beginning the Indirect Approach Neutral subject line (do not mention bad

news) Start the first paragraph forming

common ground (do not mention bad news)

Body Paragraphs

Be constructive Make the bad news/refusal clear Present alternatives Close constructively

Avoid

Needlessly negative Overly apologetic Passing the buck Company policy

Again, we apologize for the bad news that we cannot replace your broken television set. This has obviously made you very upset. We hope this unfortunate incident will not stop you from doing business with us in the future.

A sample nod

Recently, there has been considerable interest in the idea of moving to flextime; I have given the subject much thought and must admit the concept has appeal. However, implementing flextime may sacrifice our ability to produce top quality work in a timely fashion, which would in turn threaten our workforce.

A sample nod

Missed deadline Because this report is vital to our fall

campaign, I feel that all ten of the analysis sites we agreed upon should be included in this draft.

Nods

Must be on the topic They must genuinely establish common

ground They must be sincere.

Practice forming nods

You must reschedule your meeting with a client.

The computer will not be ready until next week.

The women’s transition home will need more money.

A student whom you helped get into a work placement is going to quit and you must deliver the news.

Closing

Present an alternative End on a constructive note—do not

reference the bad news

Example: Reschedule an InterviewIt should be noted reviewing these

documents was a challenge in particular due to the very underdeveloped writing quality and following the disparate discussion between the various documents. While it is understood the interim deliverables are in a draft state, it is our expectation when complete this report will be prepared at high professional standard

Assignment Details

Peer edit due: January 25 Final version: January 27 Write a letter using format discussed today Letter should be 200 words Choose ONE scenario:

#1-5 on page 66-67 Change scenario slightly: you already know

the person, you have already made the request, and now you are delivering bad news that it will cost more/take more time.