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Stu EX08

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78 views20 pages

Stu EX08

Uploaded by

Ahsan33
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as PPT, PDF, TXT or read online on Scribd
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Writing Bad-News

Messages

© Prentice Hall, 2005 Excellence in Business Communication Chapter 8 - 1


The Three-Step Process

• Planning
• Writing
• Completing

© Prentice Hall, 2005 Excellence in Business Communication Chapter 8 - 2


Strategies for
Bad-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 - 3


Audience-Centered Tone

• The “You” attitude


• Positive wording
• Respectful language

© Prentice Hall, 2005 Excellence in Business Communication Chapter 8 - 4


The Direct Approach

• State the bad news


• Support the message
• Close on a positive note

© Prentice Hall, 2005 Excellence in Business Communication Chapter 8 - 5


The 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 - 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 empathetic – Apologies
– Show sincerity – Lengthy buffers

© Prentice Hall, 2005 Excellence in Business Communication Chapter 8 - 7


Follow With Reasons

• Cover positive points


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

© Prentice Hall, 2005 Excellence in Business Communication Chapter 8 - 8


State 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 - 9


Close With Confidence

• Be sincere
• Stay positive
• Limit future correspondence
• Be confident and optimistic

© Prentice Hall, 2005 Excellence in Business Communication Chapter 8 - 10


Cultural Differences

• Proper tone
• Message organization
• Cultural conventions

© Prentice Hall, 2005 Excellence in Business Communication Chapter 8 - 11


Types of Bad-News
Messages
• Routine requests
• Organizational news
• Employment information

© Prentice Hall, 2005 Excellence in Business Communication Chapter 8 - 12


Routine Requests

• Business information
• Invitations and favors

© Prentice Hall, 2005 Excellence in Business Communication Chapter 8 - 13


Claims and Adjustments

• Things to employ • Things to avoid


– Courtesy and tact – Accepting blame
– Indirect approach – Accusations
– Positive attitude – Defamation
– Understanding and – Negative language
respect

© Prentice Hall, 2005 Excellence in Business Communication Chapter 8 - 14


Organizational News

• Bad news about products


• Bad news about company operations

© Prentice Hall, 2005 Excellence in Business Communication Chapter 8 - 15


Recommendation Letters

• Requested by businesses
– Be direct
– State facts
• Requested by individuals
– Practice diplomacy
– Consider feelings

© Prentice Hall, 2005 Excellence in Business Communication Chapter 8 - 16


Employment Applications

• Use the direct approach


• State reasons clearly
• Suggest alternatives

© Prentice Hall, 2005 Excellence in Business Communication Chapter 8 - 17


Performance Reviews

• Provide feedback
• Review the job description
• Set an action plan

© Prentice Hall, 2005 Excellence in Business Communication Chapter 8 - 18


Negative
Performance Reviews
• Confront the problem
• Plan the message
• Respect privacy
• Focus on the problem
• Obtain commitment

© Prentice Hall, 2005 Excellence in Business Communication Chapter 8 - 19


Termination Letters

• Express the decision


• Give specific justification
• Minimize negative feelings

© Prentice Hall, 2005 Excellence in Business Communication Chapter 8 - 20

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