© prentice hall, 2005 excellence in business communicationchapter 8 - 1 writing bad-news messages
TRANSCRIPT
© Prentice Hall, 2005 Excellence in Business Communication Chapter 8 - 1
Writing Bad-Writing Bad-News MessagesNews Messages
© Prentice Hall, 2005 Excellence in Business Communication Chapter 8 - 2
The Three-Step ProcessThe Three-Step Process
• Planning
• Writing
• Completing
© Prentice Hall, 2005 Excellence in Business Communication Chapter 8 - 3
Strategies for Strategies for Bad-News MessagesBad-News Messages
• Convey the message
• Gain acceptance
• Maintain goodwill
• Promote a good corporate image
• Minimize future correspondence
© Prentice Hall, 2005 Excellence in Business Communication Chapter 8 - 4
Audience-Centered ToneAudience-Centered Tone
• The “You” attitude
• Positive wording
• Respectful language
© Prentice Hall, 2005 Excellence in Business Communication Chapter 8 - 5
The Direct ApproachThe Direct Approach
• State the bad news
• Support the message
• Close on a positive note
© Prentice Hall, 2005 Excellence in Business Communication Chapter 8 - 6
The Indirect ApproachThe Indirect Approach
• Begin with a buffer
• Follow with reasons
• State the bad news
• Close in a positive way
© Prentice Hall, 2005 Excellence in Business Communication Chapter 8 - 7
Begin With a BufferBegin With a Buffer
• Things to do
– Show appreciation
– Pay attention
– Compliment reader
– Be empathetic
– Show sincerity
• Things to avoid
– Saying “no”
– A know-it-all tone
– Wordy phrases
– Apologies
– Lengthy buffers
© Prentice Hall, 2005 Excellence in Business Communication Chapter 8 - 8
Follow With ReasonsFollow With Reasons
• Cover positive points
• Provide relevant details
• Highlight benefits
• Minimize company policy
• Avoid apologizing
© Prentice Hall, 2005 Excellence in Business Communication Chapter 8 - 9
State the Bad NewsState the Bad News
• De-emphasize the bad news
• Use a conditional statement
• Focus on the positive
• Avoid blunt language
© Prentice Hall, 2005 Excellence in Business Communication Chapter 8 - 10
Close With ConfidenceClose With Confidence
• Be sincere
• Stay positive
• Limit future correspondence
• Be confident and optimistic
© Prentice Hall, 2005 Excellence in Business Communication Chapter 8 - 11
Cultural DifferencesCultural Differences
• Proper tone
• Message organization
• Cultural conventions
© Prentice Hall, 2005 Excellence in Business Communication Chapter 8 - 12
Types of Bad-News Types of Bad-News MessagesMessages
• Routine requests
• Organizational news
• Employment information
© Prentice Hall, 2005 Excellence in Business Communication Chapter 8 - 13
Routine RequestsRoutine Requests
• Business information
• Invitations and favors
© Prentice Hall, 2005 Excellence in Business Communication Chapter 8 - 14
Claims and AdjustmentsClaims and Adjustments
• Things to employ
– Courtesy and tact
– Indirect approach
– Positive attitude
– Understanding and
respect
• Things to avoid
– Accepting blame
– Accusations
– Defamation
– Negative language
© Prentice Hall, 2005 Excellence in Business Communication Chapter 8 - 15
Organizational NewsOrganizational News
• Bad news about products
• Bad news about company operations
© Prentice Hall, 2005 Excellence in Business Communication Chapter 8 - 16
Recommendation LettersRecommendation Letters
• Requested by businesses
– Be direct
– State facts
• Requested by individuals
– Practice diplomacy
– Consider feelings
© Prentice Hall, 2005 Excellence in Business Communication Chapter 8 - 17
Employment ApplicationsEmployment Applications
• Use the direct approach
• State reasons clearly
• Suggest alternatives
© Prentice Hall, 2005 Excellence in Business Communication Chapter 8 - 18
Performance ReviewsPerformance Reviews
• Provide feedback
• Review the job description
• Set an action plan
© Prentice Hall, 2005 Excellence in Business Communication Chapter 8 - 19
NegativeNegativePerformance ReviewsPerformance Reviews
• Confront the problem
• Plan the message
• Respect privacy
• Focus on the problem
• Obtain commitment
© Prentice Hall, 2005 Excellence in Business Communication Chapter 8 - 20
Termination LettersTermination Letters
• Express the decision
• Give specific justification
• Minimize negative feelings