Organizing Business Messages

OrganizingBusiness

Messages

DIRECT STRATEGY

Main idea comesfirst followed by

details and explanations

OrganizingBusiness

Messages INDIRECT STRATEGY

Explanation precedes main idea

Advantages

DIRECT STRATEGY

Saves reader’s time Sets a proper frame of mind Prevents frustration Appears businesslike

INDIRECT STRATEGY

Respects feelings of audience Encourages a fair hearing Minimizes a negative reaction

Keep themessage

short.

Bespontaneous.

Be sincere.

Bespecific.

Beselfless.

Tips for WritingGoodwillMessages

The Five Ss

Beselfless.

Discuss the receiver, not the sender.

The Five Ss

Bespecific.Instead of generic statements

(You did a good job), includespecial details (Your marketing

strategy to target keycustomers proved to be

outstanding).

The Five Ss

Be sincere.

Show your honest feelingswith conversational,

unpretentious language(We’re all very proud

of your award).

The Five Ss

Bespontaneous.

Strive to make the message natural, fresh, and direct.

Avoid canned phrases (If I may be of service, please do not

hesitate...).

The Five Ss

Keep themessage

short. Remember that, although they may be as long

as needed, most goodwill messages are

fairly short.

The Five Ss

Chapter 7, Slide 12Mary Ellen Guffey, Essentials of Business Communication, 8e

Goals in Communicating Bad 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.

Disappointment Irritation Anger

Common Reactions to Negative Information

Goods cannot be delivered as promised

Product failure Credit refusal Billing error

You Can Usually Diminish Negative Feelings if

The reader knows the reasons for the rejection

The bad news is revealed with sensitivity

Disappointment Irritation Anger

Buffer Reasons BadNewsClosing

The Indirect Strategy

Using the indirect strategy to communicate bad news appeals torelationship-oriented writers who care about how a message will affect its receiver.

Possible Buffers for OpeningBad-News Messages

• Facts• Understanding• Apology

Reasons Bad News Closing

Best news Compliment Appreciation Agreement

Buffer

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 Statements

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?


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.


Presenting 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 BadNewsClosingReasons

To reveal the bad news with sensitivity, apply the following techniques for

Cushioning Bad News:

Buffer Reasons ClosingBadNews

Use thepassivevoice.

Suggesta compromise

or an alternative.

Implythe

refusal.

Be clearbut not

overly graphic.

Place thebad news

in a subordinateclause.

Use along

sentence.

Avoidthe

spotlight.

Techniques forCushioningBad News

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 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.


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.

Active voiceI cannot allow you to return the DVD player because . . . .

Passive voiceReturn 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.


Consider using passive voice verbs.

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.


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.

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.

Closing Bad-News Messages

Avoid endings that sound canned, insincere, inappropriate, or self-serving. Try to personalize the closing with

Buffer Reasons BadNews Closing

Freebies Resale or sales

promotion

A forward look An alternative to the

refusal Good wishes

Organizing Business Messages

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