Post on 29-Mar-2015
©2005 Pearson Education Canada
Business Communication Essentials Chapter 8 - 1
Writing Bad-Writing Bad-News MessagesNews Messages
©2005 Pearson Education Canada
Business Communication Essentials Chapter 8 - 2
From The Real WorldFrom The Real World
Often audiences seem to have a premonition
that bad news is coming and just as often move
to a worst-case scenario. Similarly, bad news is
difficult to contain; rumour often precedes fact.
Credibility, for you and your organization, can
hinge on the speed with which you get the
difficult information out to communities,
audiences, or individuals.
Kevin Gass, Vice-President, Marketing and Communication
B.C. Lotteries Corporation
©2005 Pearson Education Canada
Business Communication Essentials Chapter 8 - 3
Three-Step Writing Three-Step Writing ProcessProcess
1
Planning
3
Completing
2
Writing
Analyze the Situation
Investigate the Topic
Adapt to the Audience
Organize the Message
Compose the Message
Revise the Message
Produce the Message
Proofread the Message
©2005 Pearson Education Canada
Business Communication Essentials Chapter 8 - 4
Strategies for Strategies for Bad-News MessagesBad-News Messages
• Convey the message
• Gain acceptance
• Maintain goodwill
• Promote a good corporate image
• Minimize future correspondence
©2005 Pearson Education Canada
Business Communication Essentials Chapter 8 - 5
Audience-Centered Audience-Centered ToneTone
The “You” Attitude
Positive Wording
Respectful Language
©2005 Pearson Education Canada
Business Communication Essentials Chapter 8 - 6
The Direct ApproachThe 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
Substance of the Message
©2005 Pearson Education Canada
Business Communication Essentials Chapter 8 - 7
The Indirect ApproachThe Indirect Approach
Buffer
Step 1
Buffer
Step 1
Reasons
Step 2
Reasons
Step 2
BadNews
Step 3
BadNews
Step 3
PositiveClose
Step 4
PositiveClose
Step 4
Flow of the Message
Substance of the Message
©2005 Pearson Education Canada
Business Communication Essentials Chapter 8 - 8
Begin With a BufferBegin With a Buffer
SincereSincere
RelevantRelevant
Not MisleadingNot Misleading
NeutralNeutral
©2005 Pearson Education Canada
Business Communication Essentials Chapter 8 - 9
Begin With a BufferBegin With a Buffer
RespectfulRespectful
SuccinctSuccinct
AssertiveAssertive
BriefBrief
©2005 Pearson Education Canada
Business Communication Essentials Chapter 8 - 10
Provide ReasonsProvide ReasonsThat Support the That Support the
RefusalRefusal• Cover positive points
• Provide relevant details
• Highlight benefits
• Minimize company policy
• Avoid apologizing
©2005 Pearson Education Canada
Business Communication Essentials Chapter 8 - 11
State the MessageState the MessageState the MessageState the Message
De-emphasize the Bad NewsDe-emphasize the Bad NewsDe-emphasize the Bad NewsDe-emphasize the Bad News
Use a Conditional StatementUse a Conditional StatementUse a Conditional StatementUse a Conditional Statement
Focus on the PositiveFocus on the PositiveFocus on the PositiveFocus on the Positive
Avoid Blunt LanguageAvoid Blunt LanguageAvoid Blunt LanguageAvoid Blunt Language
©2005 Pearson Education Canada
Business Communication Essentials Chapter 8 - 12
Close With ConfidenceClose With ConfidenceClose With ConfidenceClose With Confidence
Maintain a Positive ToneMaintain a Positive ToneMaintain a Positive ToneMaintain a Positive Tone
Limit Future CorrespondenceLimit Future CorrespondenceLimit Future CorrespondenceLimit Future Correspondence
Remain Confident and SincereRemain Confident and SincereRemain Confident and SincereRemain Confident and Sincere
Be Optimistic About the FutureBe Optimistic About the FutureBe Optimistic About the FutureBe Optimistic About the Future
©2005 Pearson Education Canada
Business Communication Essentials Chapter 8 - 13
Writing Bad-News Writing Bad-News MessagesMessages
• Routine requests
• Organizational news
• Employment
information
©2005 Pearson Education Canada
Business Communication Essentials Chapter 8 - 14
RoutineRoutineWorkplace RequestsWorkplace Requests
BusinessBusinessInformationInformationBusinessBusiness
InformationInformationInvitationsInvitationsand Favorsand FavorsInvitationsInvitationsand Favorsand Favors
©2005 Pearson Education Canada
Business Communication Essentials Chapter 8 - 15
The Status of OrdersThe Status of Orders
Ship PartShip Partof the Orderof the Order
Ship PartShip Partof the Orderof the Order
Ship NoneShip Noneof the Orderof the OrderShip NoneShip None
of the Orderof the Order
©2005 Pearson Education Canada
Business Communication Essentials Chapter 8 - 16
Claims and AdjustmentsClaims and Adjustments
Things to Employ Things to Avoid
Accepting BlameAccepting Blame
AccusationsAccusations
Negative LanguageNegative Language
DefamationDefamation
Courtesy and TactCourtesy and Tact
Indirect ApproachIndirect Approach
UnderstandingUnderstanding
Possible AlternativesPossible Alternatives
©2005 Pearson Education Canada
Business Communication Essentials Chapter 8 - 17
Organizational NewsOrganizational NewsOperationsProducts
©2005 Pearson Education Canada
Business Communication Essentials Chapter 8 - 18
Letters ofLetters ofRecommendationRecommendation
RequestedRequestedby Businessesby Businesses
RequestedRequestedby Individualsby Individuals
PracticePracticeDiplomacyDiplomacy
RecognizeRecognizeFeelingsFeelingsBe DirectBe Direct State FactsState Facts
©2005 Pearson Education Canada
Business Communication Essentials Chapter 8 - 19
Performance Performance ReviewsReviews
Review JobRequirements
ProvideFeedback
Develop aPlan of Action
©2005 Pearson Education Canada
Business Communication Essentials Chapter 8 - 20
NegativeNegativePerformance ReviewsPerformance Reviews
• Confront the problem
• Plan the message
• Maintain privacy
• Focus on the problem
• Obtain commitment
©2005 Pearson Education Canada
Business Communication Essentials Chapter 8 - 21
Employment Employment ApplicationsApplications
Use a Use a Direct ApproachDirect Approach
State ReasonsState ReasonsClearlyClearly
SuggestSuggestAlternativesAlternatives
©2005 Pearson Education Canada
Business Communication Essentials Chapter 8 - 22
Real World Real World ApplicationsApplicationsReal World Real World
ApplicationsApplications
If company policy changes, should you explain those changes to employees and customers at about the same time, or should you explain to the employees first? Why or why not?
Let’s discuss!
©2005 Pearson Education Canada
Business Communication Essentials Chapter 8 - 23
Real World Real World ApplicationsApplicationsReal World Real World
ApplicationsApplications
Is intentionally de-emphasizing bad news the same as distorting graphs and charts to de-emphasize unfavourable data? Why or why not?
Let’s discuss!