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Unit 5: Handle it

The shape of a hard message

Read this before the quizzes

Heard. Said. Next.

One sorry, no blame: the same sentence three ways

Phone or write?

Writing when you are angry: the ten-minute rule

Which one is the 'Heard' beat?

How many times do you apologise?

The first move when you are angry

Answers and why: the shape of a hard message

Say sorry, complain, reply

Apology: Own a mistake plainly

Complaint (writing one): Report a problem with facts

Reply to a complaint: Show that the complaint has been read

Which sorry?

What belongs in the complaint?

Reply to a partly justified complaint

Answers and why: say sorry, complain, reply

Say no, give bad news, disagree

Saying no with an alternative: Decline clearly and respectfully

Bad news and delay notice: Tell the reader the news at once

Polite disagreement (push-back): Disagree with a plan or a request in a way that keeps the relationship

The tone dial: firm and warm

Which is a real no?

Where does the news go?

Polite disagreement

Firm, not loud

Answers and why: say no, give bad news, disagree

Feedback and escalation

Constructive feedback message: Tell someone what worked

Escalation: Take a stuck problem to someone who can decide

The traps of this unit

Feedback they can act on

What an escalation asks for

Before you escalate

Answers and why: feedback and escalation

Words to carry

Word Quest: 48 words for hard messages

Unit quest

Unit recap and crossword

Take charge

Your mission this week

Check yourself

Heard, said, next: apology, complaint and its reply, saying no, bad news, polite disagreement, feedback and escalation, and how to write when you are angry.

Handle it. This unit teaches the messages where tone decides the outcome: an apology, a complaint and its reply, a no with an alternative, bad news, polite disagreement, feedback and an escalation.

Business Writing Unit 5: Handle it

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