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Prentice Hall, 2004 Business Communication Essentials Chapter 8 - 1

Writing BadWriting Bad--NewsNews

MessagesMessages

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Prentice Hall, 2004 Business Communication Essentials Chapter 8 - 2

Three

Three--Step Writing ProcessStep Writing Process

1

Planning

3

Completing

2

Writing

Analyze theSituation

Investigate theTopic

Adapt to theAudience

Organize theMessage

Compose th

eMessage

Revise theMessage

Produce theMessage

Proofread theMessage

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Prentice Hall, 2004 Business Communication Essentials Chapter 8 - 3

Strategies forStrategies for

BadBad--News MessagesNews Messages

Convey the message

Gain acceptance

Maintain goodwill

Promote a good corporate image

Minimize future correspondence

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Prentice Hall, 2004 Business Communication Essentials Chapter 8 - 5

The Direct

A

pproachTh

e DirectA

pproach

Bad News

Step 1

Reasons

Step 2

PositiveClose

Step 3

Flow of the Message

Substance of the Message

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Prentice Hall, 2004 Business Communication Essentials Chapter 8 - 6

The Indirect

A

pproachTh

e IndirectA

pproach

Buffer

Step 1

Reasons

Step 2

BadNews

Step 3

PositiveClose

Step 4

Flow of the Message

Substance of the Message

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Prentice Hall, 2004 Business Communication Essentials Chapter 8 - 7

Begin With a BufferBegin With a BufferSincereSincere

RelevantRelevant

Not MisleadingNot Misleading

NeutralNeutral

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Prentice Hall, 2004 Business Communication Essentials Chapter 8 - 8

Begin With a BufferBegin With a BufferRespectfulRespectful

SuccinctSuccinct

Assertive

Assertive

BriefBrief

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Prentice Hall, 2004 Business Communication Essentials Chapter 8 - 9

Provide ReasonsProvide ReasonsThat Support the RefusalThat Support the Refusal

Cover positive points

Provide relevant details

Highlight benefits

Minimize company policy

Avoid apologizing

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Prentice Hall, 2004 Business Communication Essentials Chapter 8 - 10

State th

e MessageState th

e MessageDeDe--emphasize the Bad Newsemphasize the Bad News

Use a Conditional StatementUse a Conditional Statement

Focus on the PositiveFocus on the Positive

Avoid Blunt LanguageAvoid Blunt Language

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Prentice Hall, 2004 Business Communication Essentials Chapter 8 - 11

Close With

ConfidenceClose With

ConfidenceMaintain a Positive ToneMaintain a Positive Tone

Limit Future CorrespondenceLimit Future Correspondence

Remain Confident and SincereRemain Confident and Sincere

Be Optimistic About the FutureBe Optimistic About the Future

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Prentice Hall, 2004 Business Communication Essentials Chapter 8 - 12

Writing BadWriting Bad--NewsNewsMessagesMessages

Routine requests

Organizational news

Employment

information

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Prentice Hall, 2004 Business Communication Essentials Chapter 8 - 14

The Status of OrdersThe Status of Orders

Ship PartShip Part

of th

e Orderof th

e Order

Ship NoneShip None

of th

e Orderof th

e Order

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Prentice Hall, 2004 Business Communication Essentials Chapter 8 - 15

Claims and AdjustmentsClaims and Adjustments

Things to Employ Things to Avoid

Accepting Blame

Accusations

Negative Language

Defamation

Courtesy and Tact

Indirect Approach

Understanding

Possible Alternatives

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Prentice Hall, 2004 Business Communication Essentials Chapter 8 - 16

Organizational NewsOrganizational NewsOperationsProducts

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Prentice Hall, 2004 Business Communication Essentials Chapter 8 - 17

Letters ofLetters ofRecommendationRecommendation

RequestedRequestedby Businessesby Businesses

RequestedRequestedby Individualsby Individuals

PracticePractice

DiplomacyDiplomacy

RecognizeRecognize

FeelingsFeelingsBe DirectBe Direct State FactsState Facts

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Prentice Hall, 2004 Business Communication Essentials Chapter 8 - 18

EmploymentA

pplicationsEmploymentA

pplicationsUse aUse a

Direct ApproachDirect Approach

State ReasonsState ReasonsClearlyClearly

SuggestSuggestAlternativesAlternatives

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Prentice Hall, 2004 Business Communication Essentials Chapter 8 - 19

Performance ReviewsPerformance ReviewsReview Job

Requirements

ProvideFeedback

Develop aPlan of Action

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Prentice Hall, 2004 Business Communication Essentials Chapter 8 - 20

NegativeNegativePerformance ReviewsPerformance Reviews

Confront the problem

Plan the message

Maintain privacy

Focus on the problem

Obtain commitment