©
Prentice Hall , 2003
Business Communicat ion Today
Chapter 8 - 1
Writing Bad
Writing Bad
News Messages
©
Prentice Hall , 2003
Business Communicat ion Today
Chapter 8 - 2
Three-step Writing
Three-step Writing
Process
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
©
Prentice Hall , 2003
Business Communicat ion Today
Chapter 8 - 3
Strategies for
Strategies for
Bad-news Messages
Bad-news Messages
•
Convey the message
•
Gain acceptance
•
Maintain goodwill
•
Promote a good corporate image
©
Prentice Hall , 2003
Business Communicat ion Today
Chapter 8 - 4
Audience-centered
Audience-centered
Tone
Tone
The “You” Attitude
Positive Wording
©
Prentice Hall , 2003
Business Communicat ion Today
Chapter 8 - 5
The Direct Approach
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
©
Prentice Hall , 2003
Business Communicat ion Today
Chapter 8 - 6
The Indirect Approach
The Indirect Approach
Buffer
Step 1Buffer
Step 1Reasons
Step 2Reasons
Step 2Bad
News
Step 3Bad
News
Step 3Positive
Close
Step 4Positive
Close
Step 4Flow of the Message
©
Prentice Hall , 2003
Business Communicat ion Today
Chapter 8 - 7
Begin With a Buffer
Begin With a Buffer
•
Show appreciation
•
Pay attention
•
Compliment reader
•
Be understanding
•
Show sincerity
•
Saying “no”
•
A know-it-all tone
•
Wordy phrases
•
Apologies
•
Lengthy buffers
©
Prentice Hall , 2003
Business Communicat ion Today
Chapter 8 - 8
Provide Reasons
Provide Reasons
That Support the
That Support the
Refusal
Refusal
•
Cover positive points
•
Provide relevant details
•
Highlight benefits
•
Minimize company policy
©
Prentice Hall , 2003
Business Communicat ion Today
Chapter 8 - 9
State the Message
State the Message
State the Message
State the Message
De-emphasize the Bad News
De-emphasize the Bad News
De-emphasize the Bad News
De-emphasize the Bad News
Use a Conditional Statement
Use a Conditional Statement
Use a Conditional Statement
Use a Conditional Statement
Focus on the Positive
Focus on the Positive
Focus on the Positive
Focus on the Positive
Avoid Blunt Language
Avoid Blunt Language
Avoid Blunt Language
©
Prentice Hall , 2003
Business Communicat ion Today
Chapter 8 - 10
Close With Confidence
Close With Confidence
Close With Confidence
Close With Confidence
Maintain a Positive Tone
Maintain a Positive Tone
Maintain a Positive Tone
Maintain a Positive Tone
Limit Future Correspondence
Limit Future Correspondence
Limit Future Correspondence
Limit Future Correspondence
Remain Confident and Sincere
Remain Confident and Sincere
Remain Confident and Sincere
Remain Confident and Sincere
Be Optimistic About the Future
Be Optimistic About the Future
Be Optimistic About the Future
©
Prentice Hall , 2003
Business Communicat ion Today
Chapter 8 - 11
Cultural
Cultural
Differences
Differences
Communication Diversity
Communication Diversity
Proper Tone
Proper Tone
Cultural
Cultural
Conventions
Conventions
Message
Message
Organization
©
Prentice Hall , 2003
Business Communicat ion Today
Chapter 8 - 12
Writing Bad
Writing Bad
News Messages
News Messages
Routine Requests
Organizational News
©
Prentice Hall , 2003
Business Communicat ion Today
©
Prentice Hall , 2003
Business Communicat ion Today
Chapter 8 - 14
The Status of Orders
The Status of Orders
Ship Part
Ship Part
of the Order
of the Order
Ship None
Ship None
of the Order
of the Order
Work Toward an Eventual Sale
Work Toward an Eventual Sale
Communicate Clearly
Communicate Clearly
Be Confident and Optimistic
©
Prentice Hall , 2003
Business Communicat ion Today
Chapter 8 - 15
Claims and Adjustments
Claims and Adjustments
Things to Employ
Things to Avoid
Accepting Blame
Accusations
Negative Language
Defamation Courtesy and Tact
Indirect Approach
Understanding and Respect
©
Prentice Hall , 2003
Business Communicat ion Today
Chapter 8 - 16
Credit Decisions
Credit Decisions
Requested
Requested
by a Company
by a Company
Requested
Requested
by a Person
©
Prentice Hall , 2003
Business Communicat ion Today
Chapter 8 - 17
Organizational News
Organizational News
©
Prentice Hall , 2003
Business Communicat ion Today
Chapter 8 - 18
Letters of
Letters of
Recommendation
Recommendation
Requested
Requested
by Businesses
by Businesses
Requested
Requested
by Individuals
by Individuals
Practice Practice Diplomacy Diplomacy
Recognize Recognize
Feelings Feelings Be Direct
©
Prentice Hall , 2003
Business Communicat ion Today
Chapter 8 - 19
Employment
Employment
Applications
Applications
•
Use the direct approach
•
State reasons clearly
©
Prentice Hall , 2003
Business Communicat ion Today
Chapter 8 - 20
Performance
Performance
Reviews
Reviews
Provide Feedback
Review Job
Description
Set an
©
Prentice Hall , 2003
Business Communicat ion Today
Chapter 8 - 21
Negative
Negative
Performance Reviews
Performance Reviews
•
Confront the problem
•
Plan the message
•
Maintain privacy
•
Focus on the problem
©
Prentice Hall , 2003
Business Communicat ion Today
Chapter 8 - 22
Express
Express
the Decision
the Decision
Give Specific
Give Specific
Justification
Justification
Minimize
Minimize
Negative Feelings
Negative Feelings
Termination
Termination
Letters
