BusCom08.ppt 315KB Mar 29 2010 04:55:17 AM

Writing Bad
News Messages

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Business Communicat

Chapter 8 - 1

Three-step Writing
Process
Planning

Writing

Completing

•Purpose

•Main Idea

•Revision

•Audience

•Relevant Points

•Organization

•Solid Evidence

•Right Approach

•Overall Design

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Business Communicat

Chapter 8 - 2

Strategies for
Bad-news Messages
• Convey the message
• Gain acceptance
• Maintain goodwill
• Promote a good corporate image
• Minimize future correspondence
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Business Communicat

Chapter 8 - 3

Audience-centered
Tone
The “You” Attitude

Positive Wording

Respectful Language

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Business Communicat

Chapter 8 - 4

The Direct Approach
Flow of the Message

Bad News

Reasons

Positive
Close

Step 1

Step 2

Step 3

Substance of the Message

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Business Communicat

Chapter 8 - 5

The Indirect Approach
Flow of the Message

Buffer

Reasons

Bad
News

Positive
Close

Step 1

Step 2

Step 3

Step 4

Substance of the Message

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Business Communicat

Chapter 8 - 6

Begin With a Buffer

Things to Do

Things to Avoid

• Show appreciation

• Saying “no”

• Pay attention

• A know-it-all tone

• Compliment reader

• Wordy phrases

• Be understanding

• Apologies

• Show sincerity

• Lengthy buffers

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Business Communicat

Chapter 8 - 7

Provide Reasons
That Support the
Refusal

• Cover positive points

• Provide relevant details
• Highlight benefits
• Minimize company policy
• Avoid apologizing

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Business Communicat

Chapter 8 - 8

State the Message
De-emphasize the Bad News
Use a Conditional Statement
Focus on the Positive
Avoid Blunt Language
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Business Communicat

Chapter 8 - 9

Close With Confidence
Maintain a Positive Tone
Limit Future Correspondence

Be Optimistic About the Future
Remain Confident and Sincere
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Business Communicat

Chapter 8 -

Proper Tone

Cultural
Differences

Message
Organization
Cultural
Conventions
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Communication Diversity

Business Communicat

Chapter 8 -

Writing Bad
News Messages
Routine Requests

Organizational News

Employment Information
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Business Communicat

Chapter 8 -

Routine
Workplace Requests

Business
Information
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Invitations
and Favors

Business Communicat

Chapter 8 -

The Status of Orders
Ship Part
of the Order

Ship None
of the Order

Work Toward an Eventual Sale
Communicate Clearly
Be Confident and Optimistic
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Business Communicat

Chapter 8 -

Claims and Adjustments
Things to Employ

Things to Avoid

Courtesy and Tact

Accepting Blame

Indirect Approach

Accusations

Understanding and Respect

Negative Language

Positive Attitude

Defamation

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Business Communicat

Chapter 8 -

Credit Decisions
Requested
by a Person
Requested
by a Company
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Business Communicat

Chapter 8 -

Organizational News
Products

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Operations

Business Communicat

Chapter 8 -

Letters of
Recommendation
Requested
by Businesses

Be Direct

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State Facts

Requested
by Individuals

Practice
Diplomacy

Business Communicat

Recognize
Feelings

Chapter 8 -

Employment
Applications
• Use the direct approach
• State reasons clearly
• Suggest alternatives

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Business Communicat

Chapter 8 -

Performance
Reviews
Provide Feedback
Review Job
Description
Set an
Action Plan
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Business Communicat

Chapter 8 -

Negative
Performance Reviews
• Confront the problem
• Plan the message
• Maintain privacy
• Focus on the problem
• Obtain commitment
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Business Communicat

Chapter 8 -

Termination
Letters

Express
the Decision

Give Specific
Justification

Minimize
Negative Feelings
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Business Communicat

Chapter 8 -