Bus com08

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Bus com08

  1. 1. Writing Bad News Messages
  2. 2. Three-step Writing Process Planning Completing Writing <ul><li>Purpose </li></ul><ul><li>Audience </li></ul><ul><li>Solid Evidence </li></ul><ul><li>Main Idea </li></ul><ul><li>Relevant Points </li></ul><ul><li>Right Approach </li></ul><ul><li>Revision </li></ul><ul><li>Organization </li></ul><ul><li>Overall Design </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 The “You” Attitude Positive Wording Respectful Language
  5. 5. The Direct Approach Bad News Step 1 Reasons Step 2 Positive Close Step 3 Flow of the Message Substance of the Message
  6. 6. The Indirect Approach Buffer Step 1 Reasons Step 2 Bad News Step 3 Positive Close Step 4 Flow of the Message Substance of the Message
  7. 7. Begin With a Buffer <ul><li>Show appreciation </li></ul><ul><li>Pay attention </li></ul><ul><li>Compliment reader </li></ul><ul><li>Be understanding </li></ul><ul><li>Show sincerity </li></ul><ul><li>Saying “no” </li></ul><ul><li>A know-it-all tone </li></ul><ul><li>Wordy phrases </li></ul><ul><li>Apologies </li></ul><ul><li>Lengthy buffers </li></ul>Things to Do Things to Avoid
  8. 8. Provide Reasons That Support the Refusal <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 Message De-emphasize the Bad News Use a Conditional Statement Focus on the Positive Avoid Blunt Language
  10. 10. Close With Confidence Maintain a Positive Tone Limit Future Correspondence Remain Confident and Sincere Be Optimistic About the Future
  11. 11. Cultural Differences Communication Diversity Proper Tone Cultural Conventions Message Organization
  12. 12. Writing Bad News Messages Routine Requests Organizational News Employment Information
  13. 13. Routine Workplace Requests Business Information Invitations and Favors
  14. 14. The Status of Orders Ship Part of the Order Ship None of the Order Work Toward an Eventual Sale Communicate Clearly Be Confident and Optimistic
  15. 15. Claims and Adjustments Things to Employ Things to Avoid Accepting Blame Accusations Negative Language Defamation Courtesy and Tact Indirect Approach Understanding and Respect Positive Attitude
  16. 16. Credit Decisions Requested by a Company Requested by a Person
  17. 17. Organizational News Operations Products
  18. 18. Letters of Recommendation Requested by Businesses Requested by Individuals Practice Diplomacy Recognize Feelings Be Direct State Facts
  19. 19. Employment Applications <ul><li>Use the direct approach </li></ul><ul><li>State reasons clearly </li></ul><ul><li>Suggest alternatives </li></ul>
  20. 20. Performance Reviews Provide Feedback Review Job Description Set an Action Plan
  21. 21. Negative Performance Reviews <ul><li>Confront the problem </li></ul><ul><li>Plan the message </li></ul><ul><li>Maintain privacy </li></ul><ul><li>Focus on the problem </li></ul><ul><li>Obtain commitment </li></ul>
  22. 22. Termination Letters Express the Decision Give Specific Justification Minimize Negative Feelings

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