《商务英语写作》课件Lecture 7 Bad News Letter

1、Bad News Letter Lecture7Learning ObjectivesBad News LetterRefusal LetterNovice Writing and CommentPractice on Writing Refusal Letter Teaching FocusRefusal Letters Part One Bad News Letters1.Kinds of Bad News(1) In terms of the type of writing, it may be a refusal letter, an email or a memo. (2) In t

2、erms of content, it may be a negative answer to the application or a refusal letter to an order, rejecting a product. (3) Within the company, it may be some unpleasant newsThe message of all the refusal letters is simply “NO”.2. How to say “NO”An indirect “NO” is less shocking on the recipient.An ab

3、rupt “NO” may set the recipient in a bad mood, and even make people feel unsatisfied, frustrated or depressed, hurt people.Think over1. How do you start the bad-news message?2. How do you provide convincing reason?3. How do you end the writing?3. Approach for Bad News The approach with bad news lett

4、er tends to be indirect, and includes elements which help to lessen the impact. “Buffer statement” 1. We start with something positive or at least neutral. 2. It is generally followed by an explanation and backgroundinformation, which in turn is followed by the bad news you wish to convey. 3. The le

5、tter closes with a positive goodwill message where possible. 4. Indirectness in Writing the Bad NewsIt simply means that we put off the bad news until after we have told some good or neutral news, or have made some explanation. 5. Process on writing indirectlyStep 1 Put a buffer at the beginning.Ste

6、p 2 Embed the “no” in the middle.Step 3. Build goodwill at the end.Step 1 Putting a buffer What is Buffer?Buffer refers to any device or material that lessens or absorb the shock.Buffer is the part that goes before the bad news. = It simply reduces the negative impact of the bad news. Buffer is a ne

7、utral lead-in to bad news. Notes: Buffer should be wordy or long.Step 2 Embedding the “no”Firstly, we must break the bad news with the support of reasonable explanation. In business, a “no” is never said without explanation.Secondly, the exact statement of the bad news appears in the same part as th

8、e explanation.Thirdly, try to express the negative message in a positive way. Useful Expression for Explanation1. We feel this allows2. I am grateful for and proud to have you as one of our customers.3. I feel that it is our mutual interest for me to4. This has been a difficult decision for me, but

9、I believeUseful Expression for Rejection1. I am sorry that we are unable to2. I am sorry that I cant accommodate you in this matter and I hope you will understand 3. I cant, however, as you have requested, because 4. After much consideration, we have decided 5. Unfortunately, it is not possible to.

10、BecauseStep3 Building goodwillPay attention: a negative message doesnt mean the end of a business relationship. At least, it shouldnt sound that way. Since the bad new has been told, we should build goodwill and look to the future. Some constructive ideas may be given here to show the writer really

11、wants to help.Useful Expression for Closing1. If I can help you further in, please contact me at2. We wish you success with3. We enjoyed , and we appreciate4. Should you require any further information, please dont hesitate to contact us. 5. Thank you for the time and consideration you have extended

12、. 6. Thank you for. Part TwoRefusal Letters1. Types of Refusal Letters A refusal letter may vary in purposes: (1) rejecting a job application (2) rejecting an offer (3) negative answer from a business firm (4) inform bad news2. Tips for writing a Refusal LetterTip One Imagine you were the recipient.

13、This may help the writer better understand the recipients reaction to the negative message.2. Tips for writing a Refusal LetterTip Two Begin with the neutral idea that leads to the reason for the refusal.This introduction should not reveal the bad news, nor lead the recipient to expect good news. 2.

14、 Tips for writing a Refusal LetterTip Three Subordinate the bad newsThis means placing the bad news in the dependent clause, using passive voice, or putting abstract nouns,(instead of the persons name) as the subject of a sentence. 2. Tips for writing a Refusal LetterTip Four Offer a counterproposal

15、This means providing an alternative to what is requested as a way of showing goodwill. 2. Tips for writing a Refusal LetterTip Five Write in timeThe letter shouldnt postponed, as this may show the writers respect for the recipient. DO remember:A timely refusal letter, though disappointing, is better

16、 than a long and anxious waiting. Part Three Novice Writing and Comment1. Writing ContextIt seems more difficult for most people to say “No” than to say “Yes”. This is why I felt a little unease when I was asked to write a refusal letter to DSG Company in a “cautious” way as Ms. Shawn put it.I revie

17、w my writing lessons and knew what she wantedis an indirect way of saying “no”. I drafted the following refusal letter to cancel the order.2. Novice WritingDear Sir or Madam, We are sorry to inform you that we have to cancel the order No. 2312 as you failed to deliver it on time. Yours faithfully, L

18、iu YanliSecretary3. Response of Ms. ShawnMs. Shawn was not very satisfied with this letter. She asked me to revise it by making it less “offensive”. But I just dont see how offensive it was. I said “sorry” anyway. 4. Comment on Writing1. Business writings usually need to be free of personal emotion.

19、2. A refusal letter for business purposes is not just a matter of saying “NO” but communication. In fact, it should be accompanied with some explanation. Otherwise, it does seem a little impolite. 3. I think Ms. Liu needs to add something at both the beginning and the end of the letter. She may refe

20、rs to the previous cooperation as a lead-in/buffer to her refusal which may prepare the recipient for the bad news. At the end of the letter she might as well say something to keep goodwill. Part Four Practice I. Sample on Text BOOKRead the letter on Page 3. Try to find the basic tips for refusal le

21、tter. Translate the letter into Chinese. 2. RearrangementA. Present the bad news in a positive and polite way.B. End with a willingness to continue business in the future.C. Present explanation for the situation.D. Be neutral for the answerKeys to the question D-C-A-B3. Cloze A. mutual B. difficult C. however D. pleasure E. position F. decline G appropriate H. appeal Dear Mr. Doe, Thank you for offering me the _1_ of Proje