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

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Prentice Hall , 2003

Business Communicat ion Today

Chapter 8 - 1

Writing Bad

News Messages

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Chapter 8 - 2

Three-step Writing

Process

Planning

Planning WritingWriting CompletingCompleting

•Purpose

•Audience

•Solid Evidence

•Purpose

•Audience

•Solid Evidence

•Main Idea

•Relevant Points

•Right Approach

•Main Idea

•Relevant Points

•Right Approach

•Revision

•Organization

•Overall Design

•Revision

•Organization

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Chapter 8 - 3

Strategies for

Bad-news Messages

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Convey the message

•

Gain acceptance

•

Maintain goodwill

•

Promote a good corporate image

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Chapter 8 - 4

Audience-centered

Tone

The “You” Attitude

Positive Wording

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Chapter 8 - 5

The Direct Approach

Bad News

Step 1

Bad News

Step 1

Reasons

Step 2

Reasons

Step 2

Positive

Close

Step 3

Positive

Close

Step 3

Flow of the Message

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Chapter 8 - 6

The Indirect Approach

Buffer

Step 1

Buffer

Step 1

Reasons

Step 2

Reasons

Step 2

Bad

News

Step 3

Bad

News

Step 3

Positive

Close

Step 4

Positive

Close

Step 4

Flow of the Message

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Chapter 8 - 7

Begin With a Buffer

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Show appreciation

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Pay attention

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Compliment reader

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Be understanding

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Show sincerity

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Saying “no”

•

A know-it-all tone

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Wordy phrases

•

Apologies

•

Lengthy buffers

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Chapter 8 - 8

Provide Reasons

That Support the

Refusal

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Cover positive points

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Provide relevant details

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Highlight benefits

•

Minimize company policy

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Chapter 8 - 9

State the Message

De-emphasize the Bad News

Use a Conditional Statement

Focus on the Positive

Avoid Blunt Language

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Chapter 8 - 10

Close With Confidence

Maintain a Positive Tone

Limit Future Correspondence

Remain Confident and Sincere

Be Optimistic About the Future

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Chapter 8 - 11

Cultural

Differences

Communication Diversity

Communication Diversity

Proper Tone

Cultural

Conventions

Message

Organization

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Chapter 8 - 12

Writing Bad

News Messages

Routine Requests

Organizational News

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Chapter 8 - 14

The Status of Orders

Ship Part

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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Chapter 8 - 15

Claims and Adjustments

Things to Employ

Things to Avoid

Accepting Blame

Accusations

Negative Language

Defamation Courtesy and Tact

Indirect Approach

Understanding and Respect

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Chapter 8 - 16

Credit Decisions

Requested

by a Company

Requested

by a Person

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Chapter 8 - 17

Organizational News

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Chapter 8 - 18

Letters of

Recommendation

Requested

by Businesses

Requested

by Individuals

Practice Practice Diplomacy Diplomacy

Recognize Recognize

Feelings Feelings Be Direct

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Chapter 8 - 19

Employment

Applications

•

Use the direct approach

•

State reasons clearly

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Chapter 8 - 20

Performance

Reviews

Provide Feedback

Review Job

Description

Set an

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Chapter 8 - 21

Negative

Performance Reviews

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Confront the problem

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Plan the message

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Maintain privacy

•

Focus on the problem

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Chapter 8 - 22

Express

the Decision

Give Specific

Justification

Minimize

Negative Feelings

Termination

Letters