Use the BEBE Formula to Communicate your Message (4-part structure):

1. Buffer – Begin with a neutral statement indicating the message’s purpose
   • Offer agreement, understanding, or appreciation
   • Be sincere, but not so upbeat that the reader might expect food news to follow……..

2. Explanation (reasons) – Build toward the bad news with an explanation that follows naturally from the buffer
   • Offer legitimate cautious explanations, researched business reasons, not personal ones
   • Be objective, positive, and factual in tone, not aggressive or defensive
   • Avoid double-talk, jargon, vagueness, and insensitive word choice

3. Bad News – State the bad news honestly and tactfully, being especially careful with “you”
   • Position the bad news, if possible, in the middle of the paragraph
   • If possible, offer the reader an alternative or compromise
   • Focus on what can be done, not what can’t (alternatives)

4. Exit (closing) - End as positively as possible, creating closure for the situation

• Look forward
• Good wishes

Story

Recently the Century Park Hotel embarked on a two-year plan to provide enhanced value and improved product quality to its guests. It always strives to exceed guest expectations. As part of this effort, Century Park Hotel has been refurbishing many rooms with updated finishes. The new carpet, paint, upholstery, and draperies, however, absorb the heavy odor of cigarette smoke. To protect the hotel’s investment, Century Park enforces a strict nonsmoking policy for its nonsmoking rooms.

Century Park makes sure that guests know about its policy regarding smoking in nonsmoking rooms. It posts a notice in each nonsmoking room, and it gives guests a handout from the manager detailing its policy and the consequences for smoking in nonsmoking rooms. The handout clearly says, “Should a guest opt to disregard our nonsmoking policy, we will process a fee of $150 to the guest’s account.” For those guests who prefer to smoke, a smoking accommodation can be provided.

On May 10 Wilson M. Weber was a guest in the hotel. He stayed in a room clearly marked “Nonsmoking.” After he left, the room cleaners reported that the room smelled of smoke. According to hotel policy, a charge of $150 was processed to Mr. Weber’s credit card. Mr. Weber has written to demand that the $150 charge be removed. He doesn’t deny that he smoked in the room. He just believes that he should not have to pay.

Your Task. As a hotel manager, deny Mr. Weber’s claim. You would certainly like to see Mr. Weber return as a Century Park Hotel guest, but you cannot budge on your smoking policy. Address your response to Mr. Wilson M. Weber, 634 Wetmore Avenue, Everett, WA 98201.