Lecturer: Gareth Jones Class 7: Routine Business Messages.
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Transcript of Lecturer: Gareth Jones Class 7: Routine Business Messages.
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Business CommunicationLecturer: Gareth Jones
Class 7: Routine Business Messages
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Business Communication (BUS-101) 2
Bad News Messages◦3 Step Writing Process◦Strategies◦Audience Centered Tone◦Direct/Indirect Approaches◦Types of Bad News Messages
Today
4th December 2009
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Business Communication (BUS-101) 3
No one likes to hear “no”We want to make our message effective
and less hurtful to maintain a good relationship with the audience
Bad News Messages
4th December 2009
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Business Communication (BUS-101) 4
Apply the 3 step writing process◦Planning◦Writing◦Completing
Bad News Messages
4th December 2009
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Business Communication (BUS-101) 5
Planning◦Analyse the Audience – figure out how they
will react◦Gather important facts to make message
more effective
Bad News Messages
4th December 2009
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Business Communication (BUS-101) 6
Writing◦Define main ideas◦Cover all relevant points◦Choose direct/indirect style◦Pay attention to word choice
Bad News Messages
4th December 2009
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Business Communication (BUS-101) 7
Completing◦Make sure organisation is good◦Correct typos, errors, etc.
Bad News Messages
4th December 2009
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Business Communication (BUS-101) 8
Present bad newsHave your audience accept newsMaintain good relationshipsMaintain a good image for your companyReduce future messages
Strategies
4th December 2009
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Business Communication (BUS-101) 9
Use an “Audience-Centered Tone” It’s not what you say, it’s how you say it
(10% how it’s said, 90% what is said)Positive WordsRespectful Language
Strategies
4th December 2009
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Business Communication (BUS-101) 10
After reading the message, the Audience must:◦Understand the news◦Accept the news◦See news as fair◦Have positive thoughts about you◦Feel good about themselves
4th December 2009
Strategies
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Business Communication (BUS-101) 11
We must decide to use the direct or indirect approach
Put yourself in the audience’s shoes.◦How will they react?◦How Important is the message?◦How well do you know them?
4th December 2009
Strategies
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Business Communication (BUS-101) 12
Intro: Clear Statement of the bad newsBody: Reasons for the decision; provide
alternatives.Closing: Positive statement to maintain a
good relationship
4th December 2009
Direct Approach
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Business Communication (BUS-101) 13
Good because it makes message shorterSaves timeUse a tactful tone, focus on reasons for
your decision
4th December 2009
Direct Approach
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Business Communication (BUS-101) 14
Open with a BufferLogical, neutral explanation of reasonsClear statement of the bad newsClose with a positive statement that is
helpful and friendly
4th December 2009
Indirect Approach
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Business Communication (BUS-101) 15
You should:◦Use a neutral subject line in emails or
memos◦Use a buffer
4th December 2009
Indirect Approach
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When using the indirect approach in an email, memo, or letter we must use a neutral subject line.
Neutral subject lines
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Our subject line must say what the message is about without saying any bad news
Neutral subject lines
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Bad subject lines Prices increase Schedule delayed Another client lost Claim #2345 denied
Neutral subject lines
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Good Subject Lines Price Change Schedule revised Client Update Claim #2345
Neutral subject lines
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Use these with the indirect approach
Neutral subject lines
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For replies to messages and emails, simply hit “reply” in your email client
Neutral subject lines
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re: Coursework assignment re: Meeting Schedule re: Job Application
Neutral subject lines
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In English, saying “I’m sorry” doesn’t always mean you are apologising
It is used quite often
I’m sorry
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Using “I’m sorry” in a bad news message is OK I’m sorry we cannot help I’m sorry to hear that I’m sorry to tell you
I’m sorry
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This is not quite the same as apologising though.
I’m sorry
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Business Communication (BUS-101) 26
Buffer – a neutral transition to bad newsCan show agreement, appreciation,
fairness, praise, etc.
4th December 2009
Indirect Approach
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Business Communication (BUS-101) 27
Buffer◦Be honest, positive, and brief.◦Don’t trick the audience.
4th December 2009
Indirect Approach
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Business Communication (BUS-101) 28
A good buffer:◦Does not mislead the reader◦Is neutral◦Is relevant◦Is respectful◦Is short◦Is unapologetic
4th December 2009
Indirect Approach
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Business Communication (BUS-101) 29
Open with a Buffer◦Logical, neutral explanation of reasons◦Clear statement of the bad news◦Close with a positive statement that is
helpful and friendly
4th December 2009
Indirect Approach
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Business Communication (BUS-101) 30
Give reasons◦Say positive reasons first, then negative.◦Show that the decision is fair◦Provide facts
4th December 2009
Indirect Approach
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Business Communication (BUS-101) 31
Give reasons◦Don’t say how the news is good for your
company◦Don’t apologise◦Don’t provide negative comments
4th December 2009
Indirect Approach
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Business Communication (BUS-101) 32
Open with a Buffer◦Logical, neutral explanation of reasons◦Clear statement of the bad news◦Close with a positive statement that is
helpful and friendly
4th December 2009
Indirect Approach
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Business Communication (BUS-101) 33
Minimise SpaceUse a Conditional phrase (if/when)Say what you can do, not what you can’t
4th December 2009
Indirect Approach
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Business Communication (BUS-101) 34
Open with a Buffer◦Logical, neutral explanation of reasons◦Clear statement of the bad news◦Close with a positive statement that is
helpful and friendly
4th December 2009
Indirect Approach
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Business Communication (BUS-101) 35
End it on a positive note.Follow the guidelines from the direct
approach
4th December 2009
Indirect Approach
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Business Communication (BUS-101) 36
Be sincereBe confidentKeep it positiveLimit future correspondenceBe optimistic
4th December 2009
Indirect Approach
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Business Communication (BUS-101) 37
We will look at the different types of bad news messages that you should know
4th December 2009
Indirect Approach
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Business Communication (BUS-101) 38
Negative Answers to Routine RequestsNegative Company NewsNegative Employment Messages
4th December 2009
Types of Bad News
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Business Communication (BUS-101) 39
Negative Answers to Routine RequestsNegative Company NewsNegative Employment Messages
4th December 2009
Types of Bad News
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Business Communication (BUS-101) 40
Refusing requests for information◦Use the direct or indirect approach
4th December 2009
Types of Bad News
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Business Communication (BUS-101) 41
Refusing invitations and favours◦Use the direct approach if you have a good
relationship with the reader◦Use the indirect approach if you don’t know
the reader well
4th December 2009
Types of Bad News
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Business Communication (BUS-101) 42
Refusing claims and adjustmentsUse the indirect approach◦Don’t accept responsibility◦Don’t blame the customer
4th December 2009
Types of Bad News
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Business Communication (BUS-101) 43
Demonstrate your understandingExplain your refusalSuggest alternative action
4th December 2009
Types of Bad News
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Business Communication (BUS-101) 44
Negative Answers to Routine RequestsNegative Company NewsNegative Employment Messages
4th December 2009
Types of Bad News
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Business Communication (BUS-101) 45
Giving bad news about products◦Use the direct approach within your own
organisation◦Use the indirect approach for other
customers
4th December 2009
Types of Bad News
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Business Communication (BUS-101) 46
Bad news about your company◦Focus on reasons and possible customer
benefits
4th December 2009
Types of Bad News
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Business Communication (BUS-101) 47
Negative Answers to Routine Requests
Negative Company NewsNegative Employment Messages
4th December 2009
Types of Bad News
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Business Communication (BUS-101) 48
Negative employment messages◦Direct approach when talking about
someone else’s job◦Indirect approach when talking about the
reader’s job
4th December 2009
Types of Bad News
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Business Communication (BUS-101) 49
Rejecting reference requests◦Use tact and consideration◦Use the indirect approach
4th December 2009
Types of Bad News
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Business Communication (BUS-101) 50
Rejecting job applications◦Treat reader with respect◦Use the direct approach
4th December 2009
Types of Bad News
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Business Communication (BUS-101) 51
1. Tell them they have not been hired2. Give clear reasons why3. Suggest alternatives
4th December 2009
Types of Bad News
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Business Communication (BUS-101) 52
Terminating employment◦Must be especially careful to avoid bad
feelings or legal action
4th December 2009
Types of Bad News
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Business Communication (BUS-101) 53
Persuasive messages
4th December 2009
Next time