This document discusses strategies for communicating negative or bad news in a business context. It provides guidelines for setting goals when delivering bad news, such as promoting acceptance of the news and protecting against legal issues. The document then discusses techniques for softening the delivery of bad news, such as using buffer statements before revealing the bad news, explaining the reasons for it sensitively, and ending on a positive note. Specific techniques are outlined, like using passive voice and placing the bad news indirectly or in the middle of a message. The purpose is to help minimize negative reactions to the news and maintain good relationships.
It explains clearly and gradually the development of business in the digital era when everyone should start thinking early. Moreover by having some specific skills in communication is proven increase the reliability and accountability of both companies and individuals as well. Even tough it is not at all easy, people concerned with the history of communication will always remember and find a way somehow to make and at the same time create the best measurement to communicate which can exceed all the boundaries.
The PPT gives a detailed overview of the foundations of business writing skills and the essential elements involved in planning, writing and drafting business messages. This might be helpful for teachers, educators, students, corporate sector professionals as well.
Easy business finance, a guide to obtaining business lending at low interest rates and hassle free. Looking at cash flow finance, asset finance, commercial & business mortgages and unsecured business loans.
Sharing our experiences, expertise and knowledge about how credit appraisal works, we aim to make business finance easier to obtain and a less time consuming and risky process.
We explain why so many businesses struggle to raise funding, the main issues behind this and how to overcome them.
AQ.1 What are the five steps to formulate a successful mar- keti.docxfestockton
A
Q.1 What are the five steps to formulate a successful mar- keting plan?
Q.2 How would you apply and use Google digital tools?
Q.3 Describe keyword lists to test the plan.
Q.4
How would you use digital channels to create demand?
Q.5 List three kinds of segmentation. For what kinds of products or services would one kind be more important than another?
Q.6 What are product positioning and perceptual mapping?” (Clue – Search the internet for definitions and examples.)
Q.7 What is viral marketing? Provide an example not referred to in this book. Why do you think a viral effect was created in your example?
Q.8 How can a small company use Google AdWords for market research?
Q.9
What factors determine whether the business would offer discounts?
Q.10 What are the three pricing objectives? Give an exam- ple of an industry that would use each.
Q.11 Youownacafeinalargeurbanareathatcarriesatotal of$500,000peryearinfixedcosts.Yourcafesellsonly coffee for $2.50 per cup. The average variable cost per cup (coffee mix, cup costs, etc.) is $1. How many cups do you need to sell per day to break even? If the price of the coffee decreased by 10 percent for a special pro- motion (with all other costs staying the same), how many cups would you need to sell to break even?
B
Q.1What are the key attributes of crowdsourcing?
Q.2 What are the main differences between open and closed innovation?
Q.3 Name four different types of crowdsourcing and describe how they differ.
Q.4 What are the advantages of tournament‐based crowdsourcing?
Q.5 What is the main difference between open‐source development and crowdsourced development?
Q.6 Where would you place on Figure 5.2 a (a) develop- ment done entirely by an in‐house R&D group and a (b) collaborative development done by a closed group of companies. (Use Sematech as your model.
Q.7 Name four different applications of crowdsourcing that can be used by entrepreneurs in starting and growing their ven- tures? How do they differ?
Q.8 Name five different types of crowdfunding and how they differ. What are the advantages of reward‐based funding over equity‐based crowdfunding? Does the hybrid model remove these disadvantages—explain your answer?
Q.9 Name three risks associated with crowdsourcing and how these can be managed.
Q.10 Describe a business that is not mentioned in this chapter but which uses the crowd as a key part of their business model. Explain how this can create a sustainable competitive advantage.
Lars is planning a meeting to decide on a new policy for evaluating probationary employees. How many participants should he invite?
A businessperson meets with an executive from another country, and she immediately begins to discuss business. The executive might be particularly offended if he is from which country?
Teams should try to avoid conflict entirely because it reduces morale.(T/F)
Teams may reach a decision by ____________________, which requires that discussion continues until all members have ...
Operation “Blue Star” is the only event in the history of Independent India where the state went into war with its own people. Even after about 40 years it is not clear if it was culmination of states anger over people of the region, a political game of power or start of dictatorial chapter in the democratic setup.
The people of Punjab felt alienated from main stream due to denial of their just demands during a long democratic struggle since independence. As it happen all over the word, it led to militant struggle with great loss of lives of military, police and civilian personnel. Killing of Indira Gandhi and massacre of innocent Sikhs in Delhi and other India cities was also associated with this movement.
This is a presentation by Dada Robert in a Your Skill Boost masterclass organised by the Excellence Foundation for South Sudan (EFSS) on Saturday, the 25th and Sunday, the 26th of May 2024.
He discussed the concept of quality improvement, emphasizing its applicability to various aspects of life, including personal, project, and program improvements. He defined quality as doing the right thing at the right time in the right way to achieve the best possible results and discussed the concept of the "gap" between what we know and what we do, and how this gap represents the areas we need to improve. He explained the scientific approach to quality improvement, which involves systematic performance analysis, testing and learning, and implementing change ideas. He also highlighted the importance of client focus and a team approach to quality improvement.
Model Attribute Check Company Auto PropertyCeline George
In Odoo, the multi-company feature allows you to manage multiple companies within a single Odoo database instance. Each company can have its own configurations while still sharing common resources such as products, customers, and suppliers.
The Roman Empire A Historical Colossus.pdfkaushalkr1407
The Roman Empire, a vast and enduring power, stands as one of history's most remarkable civilizations, leaving an indelible imprint on the world. It emerged from the Roman Republic, transitioning into an imperial powerhouse under the leadership of Augustus Caesar in 27 BCE. This transformation marked the beginning of an era defined by unprecedented territorial expansion, architectural marvels, and profound cultural influence.
The empire's roots lie in the city of Rome, founded, according to legend, by Romulus in 753 BCE. Over centuries, Rome evolved from a small settlement to a formidable republic, characterized by a complex political system with elected officials and checks on power. However, internal strife, class conflicts, and military ambitions paved the way for the end of the Republic. Julius Caesar’s dictatorship and subsequent assassination in 44 BCE created a power vacuum, leading to a civil war. Octavian, later Augustus, emerged victorious, heralding the Roman Empire’s birth.
Under Augustus, the empire experienced the Pax Romana, a 200-year period of relative peace and stability. Augustus reformed the military, established efficient administrative systems, and initiated grand construction projects. The empire's borders expanded, encompassing territories from Britain to Egypt and from Spain to the Euphrates. Roman legions, renowned for their discipline and engineering prowess, secured and maintained these vast territories, building roads, fortifications, and cities that facilitated control and integration.
The Roman Empire’s society was hierarchical, with a rigid class system. At the top were the patricians, wealthy elites who held significant political power. Below them were the plebeians, free citizens with limited political influence, and the vast numbers of slaves who formed the backbone of the economy. The family unit was central, governed by the paterfamilias, the male head who held absolute authority.
Culturally, the Romans were eclectic, absorbing and adapting elements from the civilizations they encountered, particularly the Greeks. Roman art, literature, and philosophy reflected this synthesis, creating a rich cultural tapestry. Latin, the Roman language, became the lingua franca of the Western world, influencing numerous modern languages.
Roman architecture and engineering achievements were monumental. They perfected the arch, vault, and dome, constructing enduring structures like the Colosseum, Pantheon, and aqueducts. These engineering marvels not only showcased Roman ingenuity but also served practical purposes, from public entertainment to water supply.
Synthetic Fiber Construction in lab .pptxPavel ( NSTU)
Synthetic fiber production is a fascinating and complex field that blends chemistry, engineering, and environmental science. By understanding these aspects, students can gain a comprehensive view of synthetic fiber production, its impact on society and the environment, and the potential for future innovations. Synthetic fibers play a crucial role in modern society, impacting various aspects of daily life, industry, and the environment. ynthetic fibers are integral to modern life, offering a range of benefits from cost-effectiveness and versatility to innovative applications and performance characteristics. While they pose environmental challenges, ongoing research and development aim to create more sustainable and eco-friendly alternatives. Understanding the importance of synthetic fibers helps in appreciating their role in the economy, industry, and daily life, while also emphasizing the need for sustainable practices and innovation.
Read| The latest issue of The Challenger is here! We are thrilled to announce that our school paper has qualified for the NATIONAL SCHOOLS PRESS CONFERENCE (NSPC) 2024. Thank you for your unwavering support and trust. Dive into the stories that made us stand out!
Students, digital devices and success - Andreas Schleicher - 27 May 2024..pptxEduSkills OECD
Andreas Schleicher presents at the OECD webinar ‘Digital devices in schools: detrimental distraction or secret to success?’ on 27 May 2024. The presentation was based on findings from PISA 2022 results and the webinar helped launch the PISA in Focus ‘Managing screen time: How to protect and equip students against distraction’ https://www.oecd-ilibrary.org/education/managing-screen-time_7c225af4-en and the OECD Education Policy Perspective ‘Students, digital devices and success’ can be found here - https://oe.cd/il/5yV
The Art Pastor's Guide to Sabbath | Steve ThomasonSteve Thomason
What is the purpose of the Sabbath Law in the Torah. It is interesting to compare how the context of the law shifts from Exodus to Deuteronomy. Who gets to rest, and why?
The French Revolution, which began in 1789, was a period of radical social and political upheaval in France. It marked the decline of absolute monarchies, the rise of secular and democratic republics, and the eventual rise of Napoleon Bonaparte. This revolutionary period is crucial in understanding the transition from feudalism to modernity in Europe.
For more information, visit-www.vavaclasses.com
2. Chapter 7, Slide 2Mary Ellen Guffey, Essentials of Business Communication, 8e
Goals in CommunicatingGoals in Communicating
Bad NewsBad News
Acceptance—strive to help receiver
understand and accept the bad news.
Positive image—promote good image of
yourself and your organization. Strive to
reduce bad feelings. Convey fairness.
Message clarity—make the message so
clear that no further correspondence is
necessary.
Protection—avoid creating legal liability.
3. Chapter 7, Slide 3Mary Ellen Guffey, Essentials of Business Communication, 8e
Preventing Legal ProblemsPreventing Legal Problems
Defamation—false published statement
that harms an individual's reputation
Libel—written defamation
Slander—spoken defamation
Examples: deadbeat, crook, quack
Avoid abusive language.
4. Chapter 7, Slide 4Mary Ellen Guffey, Essentials of Business Communication, 8e
Preventing Legal ProblemsPreventing Legal Problems
Avoid potentially damaging or easily
misinterpreted statements.
Example: The factory floor is too
dangerous for visitors on field trips.
Avoid careless language.
5. Chapter 7, Slide 5Mary Ellen Guffey, Essentials of Business Communication, 8e
Your business messages must
represent the views of the
organization.
Be careful about revealing company
information, even in a personal
blog.
Remember that you represent
your organization.
Preventing Legal ProblemsPreventing Legal Problems
6. Chapter 7, Slide 6Mary Ellen Guffey, Essentials of Business Communication, 8e
Disappointment
Irritation
Anger
Common Reactions toCommon Reactions to
Negative InformationNegative Information
Goods cannot
be delivered
as promised
Product failure
Credit refusal
Billing error
7. Chapter 7, Slide 7Mary Ellen Guffey, Essentials of Business Communication, 8e
You Can Usually DiminishYou Can Usually Diminish
Negative Feelings ifNegative Feelings if
The reader
knows the
reasons for
the rejection
The bad news
is revealed
with sensitivity
Disappointment
Irritation
Anger
8. Chapter 7, Slide 8Mary Ellen Guffey, Essentials of Business Communication, 8e
Buffer Reasons
Bad
News
Closing
The Indirect StrategyThe Indirect Strategy
Using the indirect strategy to
communicate bad news appeals to
relationship-oriented writers
who care about how a message
will affect its receiver.
9. Chapter 7, Slide 9Mary Ellen Guffey, Essentials of Business Communication, 8e
Buffer Reasons
Bad
News
Closing
The Indirect StrategyThe Indirect Strategy
The indirect strategy
allows you to prepare the reader before
delivering the bad news, thus softening
the impact of the bad news.
10. Chapter 7, Slide 10Mary Ellen Guffey, Essentials of Business Communication, 8e
Possible Buffers for OpeningPossible Buffers for Opening
Bad-News MessagesBad-News Messages
Facts
Understanding
Apology
Reasons
Bad
News
Closing
Best news
Compliment
Appreciation
Agreement
Buffer
11. Chapter 7, Slide 11Mary Ellen Guffey, Essentials of Business Communication, 8e
Quick
Check
How effective are the following openings
for a letter that refuses to grant credit?
Reveals the bad
news bluntly.
Sounds phony
and canned.
Unfortunately, your application
for credit has been reviewed
negatively.
We sincerely regret that we must
deny your credit application.
Evaluating Buffer StatementsEvaluating Buffer Statements
12. Chapter 7, Slide 12Mary Ellen Guffey, Essentials of Business Communication, 8e
Gives the wrong
impression.
We are delighted to receive your
application for credit.
The recent resurgence of
interest in the stock market
caught many of us by surprise.
Is not relevant.
How effective are the following openings
for a letter that refuses to grant credit?
Evaluating Buffer StatementsEvaluating Buffer Statements
13. Chapter 7, Slide 13Mary Ellen Guffey, Essentials of Business Communication, 8e
How effective are the following openings for a
letter that refuses a request for a donation?
Fails to engage
the reader.
Compliments
reader and
implies
approval.
Your request for a monetary
contribution has been referred to
me for reply.
We appreciate the fine work your
organization is doing to provide
early childhood programs that
meet the needs of parents and
very young children.
Evaluating Buffer StatementsEvaluating Buffer Statements
14. Chapter 7, Slide 14Mary Ellen Guffey, Essentials of Business Communication, 8e
Presenting the ReasonsPresenting the Reasons
Be cautious in explaining.
Cite reader benefits, if possible.
Explain company policy, if relevant.
Choose positive words.
Show that the matter was treated
seriously and fairly.
Buffer
Bad
News
ClosingReasons
15. Chapter 1, Slide 15Mary Ellen Guffey, Essentials of Business Communication, 8e Chapter 7, Slide 15Mary Ellen Guffey, Essentials of Business Communication, 8e
To reveal the bad news with
sensitivity, apply the
following techniques for
Cushioning Bad News:
Buffer Reasons Closing
Bad
News
16. Chapter 1, Slide 16Mary Ellen Guffey, Essentials of Business Communication, 8e Chapter 7, Slide 16Mary Ellen Guffey, Essentials of Business Communication, 8e
Use the
passive
voice.
Use the
passive
voice.
Suggest
a compromise
or an alternative.
Suggest
a compromise
or an alternative.
Imply
the
refusal.
Imply
the
refusal.
Be clear
but not
overly graphic.
Be clear
but not
overly graphic.
Place the
bad news
in a subordinate
clause.
Place the
bad news
in a subordinate
clause.
Use a
long
sentence.
Use a
long
sentence.
Avoid
the
spotlight.
Avoid
the
spotlight.
Techniques forTechniques for
CushioningCushioning
Bad NewsBad News
Techniques forTechniques for
CushioningCushioning
Bad NewsBad News
17. Chapter 7, Slide 17Mary Ellen Guffey, Essentials of Business Communication, 8e
Use a long sentence.
Don’t put the bad news in a short, simple
sentence.
Avoid the spotlight.
Put the bad news in the middle of a
paragraph halfway through the message.
Cushioning the Bad NewsCushioning the Bad News
18. Chapter 7, Slide 18Mary Ellen Guffey, Essentials of Business Communication, 8e
Cushioning the Bad NewsCushioning the Bad News
Place the bad news in a
subordinate clause.
Although we have no opening for an
individual with your qualifications at this
time, we are pleased that you thought of
us when you started your job search.
19. Chapter 7, Slide 19Mary Ellen Guffey, Essentials of Business Communication, 8e
Be clear but not overly graphic.
Instead of this
Our investigation
reveals that you owe
three creditors large
sums and that you
were fired from your
last job.
Try this
Our investigation
reveals that your
employment status and
your financial position
are unstable at this
time.
Cushioning the Bad NewsCushioning the Bad News
20. Chapter 7, Slide 20Mary Ellen Guffey, Essentials of Business Communication, 8e
Imply the refusal.
Instead of this
We cannot contribute
to your charity this
year.
Try this
Although all our profits
must be reinvested in
our company this year,
we hope to be able to
support your future
fund-raising activities.
Cushioning the Bad NewsCushioning the Bad News
21. Chapter 7, Slide 21Mary Ellen Guffey, Essentials of Business Communication, 8e
Suggest a compromise or an
alternative.
Although the cashmere sweater cannot be sold
at the erroneously listed price of $18, we can
allow you to purchase this $218 item for only
$118.
Cushioning the Bad NewsCushioning the Bad News
22. Chapter 7, Slide 22Mary Ellen Guffey, Essentials of Business Communication, 8e
Cushioning the Bad NewsCushioning the Bad News
Consider using passive voice verbs.
Instead of this
We cannot make
a contribution at
this time.
Try this
A contribution
cannot be made
at this time.
Passive-voice verbs focus attention on
actions rather than on personalities. They are
useful in being tactful.
23. Chapter 7, Slide 23Mary Ellen Guffey, Essentials of Business Communication, 8e
Active voice
I cannot allow you to
return the DVD player
because . . . .
Passive voice
Return of the DVD
player is not allowed
because . . . .
Ryan checked the
report, but he missed
the error.
The report was
checked, but the error
was missed.
Cushioning the Bad NewsCushioning the Bad News
Consider using passive voice verbs.
24. Chapter 7, Slide 24Mary Ellen Guffey, Essentials of Business Communication, 8e
Notice that passive-voice verb phrases
always include “helper” verbs, such as
is, are, was, were, being, or been.
Examples of “helper” verbs forming
passive voice:
The report was checked.
The schedule is being revised.
Invitations were sent.
Cushioning the Bad NewsCushioning the Bad News
25. Chapter 1, Slide 25Mary Ellen Guffey, Essentials of Business Communication, 8e Chapter 7, Slide 25Mary Ellen Guffey, Essentials of Business Communication, 8e
Quick
Check
Convert the following statements from active
to passive voice.
A cash contribution
cannot be made this year
because of unusually
high expenses.
I am unable to make a
cash contribution this
year because of
unusually high
expenses.
We cannot process
your application this
month.
Your application cannot
be processed this month.
26. Chapter 1, Slide 26Mary Ellen Guffey, Essentials of Business Communication, 8e Chapter 7, Slide 26Mary Ellen Guffey, Essentials of Business Communication, 8e
Our products are sold
only through franchised
retailers.
We sell our products
only through franchised
retailers.
Mark made a
programming error that
delayed our project.
A programming error was
made that delayed our
project.
Convert the following statements from active
to passive voice.
27. Chapter 7, Slide 27Mary Ellen Guffey, Essentials of Business Communication, 8e
Closing Bad-News MessagesClosing Bad-News Messages
Avoid endings that sound canned, insincere,
inappropriate, or self-serving. Try to personalize
the closing with
Buffer Reasons
Bad
News
Closing
Freebies
Resale or sales
promotion
A forward look
An alternative to the
refusal
Good wishes
28. Chapter 7, Slide 28Mary Ellen Guffey, Essentials of Business Communication, 8e
Writing Plan for RefusingWriting Plan for Refusing
Routine Requests or ClaimsRoutine Requests or Claims
Start with a neutral statement on which both
reader and writer can agree, such as a
compliment, an expression of appreciation, a
quick review of the facts, or an apology.
Try to include a key idea or word that acts as
a transition to the explanation.
Reasons
Bad
News
ClosingBuffer
29. Chapter 7, Slide 29Mary Ellen Guffey, Essentials of Business Communication, 8e
Present valid reasons for the refusal,
avoiding words that create a negative
tone.
Include resale or sales promotion, if
appropriate.
Buffer
Bad
News
ClosingReasons
Writing Plan for RefusingWriting Plan for Refusing
Routine Requests or ClaimsRoutine Requests or Claims
30. Chapter 7, Slide 30Mary Ellen Guffey, Essentials of Business Communication, 8e
Soften the blow by positioning the bad
news strategically, using the passive
voice, accentuating the positive, or
implying a refusal.
Suggest a compromise or substitute, if
possible.
Buffer Reasons Closing
Bad
News
Writing Plan for RefusingWriting Plan for Refusing
Routine Requests or ClaimsRoutine Requests or Claims
31. Chapter 7, Slide 31Mary Ellen Guffey, Essentials of Business Communication, 8e
Renew good feelings with a positive
statement.
Look forward to continued business.
Avoid referring to the bad news.
Buffer Reasons
Bad
News
Closing
Writing Plan for RefusingWriting Plan for Refusing
Routine Requests or ClaimsRoutine Requests or Claims
32. Chapter 7, Slide 32Mary Ellen Guffey, Essentials of Business Communication, 8e
Examine This EffectiveExamine This Effective
Refusal of Request for Cash RefundRefusal of Request for Cash Refund
Adobe Acrobat
7.0 DocumentOpen letter
by clicking
icon at right.
33. Chapter 7, Slide 33Mary Ellen Guffey, Essentials of Business Communication, 8e
Controlling Damage WithControlling Damage With
Disappointed CustomersDisappointed Customers
Call the individual involved.
Describe the problem and apologize.
Explain
Why the problem occurred
What you are doing to resolve the
problem
How you will prevent the problem from
happening again
34. Chapter 7, Slide 34Mary Ellen Guffey, Essentials of Business Communication, 8e
Follow with a letter that
Documents details discussed in the
phone call
Promotes goodwill
Click icon to view
letter illustrating a bad-
news follow-up message.
Adobe Acrobat
7.0 Document
Controlling Damage WithControlling Damage With
Disappointed CustomersDisappointed Customers
35. Chapter 7, Slide 35Mary Ellen Guffey, Essentials of Business Communication, 8e
Refusing CreditRefusing Credit
Four goals in conveying credit refusals:
Avoiding language that causes hard
feelings
Retaining customers on a cash basis
Preparing for possible future credit
without raising false expectations
Avoiding disclosures that could cause a
lawsuit
36. Chapter 7, Slide 36Mary Ellen Guffey, Essentials of Business Communication, 8e
Delivering Bad News PersonallyDelivering Bad News Personally
Gather all the information.
Prepare and rehearse.
Explain past, present, and future.
Consider taking a partner.
Think about timing.
Be patient with the reaction.
37. Chapter 7, Slide 37Mary Ellen Guffey, Essentials of Business Communication, 8e
Writing Plan for BreakingWriting Plan for Breaking
Bad News to EmployeesBad News to Employees
Open with a neutral or positive statement that
transitions to the reasons for the bad news.
Consider mentioning the best news, a
compliment, appreciation, agreement, or solid
facts.
Show understanding.
Reasons
Bad
News
ClosingBuffer
38. Chapter 7, Slide 38Mary Ellen Guffey, Essentials of Business Communication, 8e
Writing Plan for BreakingWriting Plan for Breaking
Bad News to EmployeesBad News to Employees
Explain the logic behind the bad news.
Provide a rational explanation using positive
words and displaying empathy.
Try to show reader benefits, if possible.
Buffer
Bad
News
ClosingReasons
39. Chapter 7, Slide 39Mary Ellen Guffey, Essentials of Business Communication, 8e
Writing Plan for BreakingWriting Plan for Breaking
Bad News to EmployeesBad News to Employees
Position the bad news so that it does
not stand out.
Be positive but don’t sugarcoat it.
Use objective language.
Buffer Reasons Closing
Bad
News
40. Chapter 7, Slide 40Mary Ellen Guffey, Essentials of Business Communication, 8e
Provide information about an alternative,
if one exists.
If appropriate, describe what will happen
next.
Look forward positively.
Buffer Reasons
Bad
News
Closing
Writing Plan for BreakingWriting Plan for Breaking
Bad News to EmployeesBad News to Employees
