Writing Bad-News Messages
The Three-Step Process <ul><li>Planning  </li></ul><ul><li>Writing </li></ul><ul><li>Completing </li></ul>
Strategies for  Bad-News Messages <ul><li>Convey the message </li></ul><ul><li>Gain acceptance </li></ul><ul><li>Maintain ...
Audience-Centered Tone <ul><li>The “You” attitude </li></ul><ul><li>Positive wording </li></ul><ul><li>Respectful language...
The Direct Approach <ul><li>State the bad news </li></ul><ul><li>Support the message </li></ul><ul><li>Close on a positive...
The Indirect Approach <ul><li>Begin with a buffer </li></ul><ul><li>Follow with reasons </li></ul><ul><li>State the bad ne...
Begin With a Buffer <ul><li>Things to do </li></ul><ul><ul><li>Show appreciation </li></ul></ul><ul><ul><li>Pay attention ...
Follow With Reasons <ul><li>Cover positive points </li></ul><ul><li>Provide relevant details </li></ul><ul><li>Highlight b...
State the Bad News <ul><li>De-emphasize the bad news </li></ul><ul><li>Use a conditional statement </li></ul><ul><li>Focus...
Close With Confidence <ul><li>Be sincere </li></ul><ul><li>Stay positive </li></ul><ul><li>Limit future correspondence </l...
Cultural Differences <ul><li>Proper tone </li></ul><ul><li>Message organization </li></ul><ul><li>Cultural conventions </l...
Types of Bad-News Messages <ul><li>Routine requests </li></ul><ul><li>Organizational news </li></ul><ul><li>Employment inf...
Routine Requests <ul><li>Business information </li></ul><ul><li>Invitations and favors </li></ul>
Claims and Adjustments <ul><li>Things to employ </li></ul><ul><ul><li>Courtesy and tact </li></ul></ul><ul><ul><li>Indirec...
Organizational News <ul><li>Bad news about products </li></ul><ul><li>Bad news about company operations </li></ul>
Recommendation Letters <ul><li>Requested by businesses </li></ul><ul><ul><li>Be direct </li></ul></ul><ul><ul><li>State fa...
Employment Applications <ul><li>Use the direct approach </li></ul><ul><li>State reasons clearly </li></ul><ul><li>Suggest ...
Performance Reviews <ul><li>Provide feedback </li></ul><ul><li>Review the job description </li></ul><ul><li>Set an action ...
Negative Performance Reviews <ul><li>Confront the problem </li></ul><ul><li>Plan the message </li></ul><ul><li>Respect pri...
Termination Letters <ul><li>Express the decision </li></ul><ul><li>Give specific justification </li></ul><ul><li>Minimize ...
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Chapter 4 badnews 1

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Chapter 4 badnews 1

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