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©2005 Pearson Education Canada Business Communication EssentialsChapter 8 - 1 Writing Bad-News Messages.

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Presentation on theme: "©2005 Pearson Education Canada Business Communication EssentialsChapter 8 - 1 Writing Bad-News Messages."— Presentation transcript:

1 ©2005 Pearson Education Canada Business Communication EssentialsChapter Writing Bad-News Messages

2 ©2005 Pearson Education Canada Business Communication EssentialsChapter From 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

3 ©2005 Pearson Education Canada Business Communication EssentialsChapter Three-Step Writing Process 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

4 ©2005 Pearson Education Canada Business Communication EssentialsChapter Strategies for Bad-News Messages Convey the message Gain acceptance Maintain goodwill Promote a good corporate image Minimize future correspondence

5 ©2005 Pearson Education Canada Business Communication EssentialsChapter Audience-Centered Tone The You Attitude Positive Wording Respectful Language

6 ©2005 Pearson Education Canada Business Communication EssentialsChapter The 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

7 ©2005 Pearson Education Canada Business Communication EssentialsChapter The Indirect Approach Buffer Step 1 Buffer Step 1 Reasons Step 2 Reasons Step 2 Bad News Step 3 Bad News Step 3 Positive Close Step 4 Positive Close Step 4 Flow of the Message Substance of the Message

8 ©2005 Pearson Education Canada Business Communication EssentialsChapter Begin With a Buffer Sincere Relevant Not Misleading Neutral

9 ©2005 Pearson Education Canada Business Communication EssentialsChapter Begin With a Buffer Respectful Succinct Assertive Brief

10 ©2005 Pearson Education Canada Business Communication EssentialsChapter Provide Reasons That Support the Refusal Cover positive points Provide relevant details Highlight benefits Minimize company policy Avoid apologizing

11 ©2005 Pearson Education Canada Business Communication EssentialsChapter State the Message De-emphasize the Bad News Use a Conditional Statement Focus on the Positive Avoid Blunt Language

12 ©2005 Pearson Education Canada Business Communication EssentialsChapter Close With Confidence Maintain a Positive Tone Limit Future Correspondence Remain Confident and Sincere Be Optimistic About the Future

13 ©2005 Pearson Education Canada Business Communication EssentialsChapter Writing Bad-News Messages Routine requests Organizational news Employment information

14 ©2005 Pearson Education Canada Business Communication EssentialsChapter Routine Workplace Requests BusinessInformationBusinessInformationInvitations and Favors Invitations

15 ©2005 Pearson Education Canada Business Communication EssentialsChapter The Status of Orders Ship Part of the Order Ship Part of the Order Ship None of the Order Ship None of the Order

16 ©2005 Pearson Education Canada Business Communication EssentialsChapter Claims and Adjustments Things to EmployThings to Avoid Accepting Blame Accusations Negative Language Defamation Courtesy and Tact Indirect Approach Understanding Possible Alternatives

17 ©2005 Pearson Education Canada Business Communication EssentialsChapter Organizational News OperationsProducts

18 ©2005 Pearson Education Canada Business Communication EssentialsChapter Letters of Recommendation Requested by Businesses Requested by Individuals PracticeDiplomacyRecognizeFeelings Be Direct State Facts

19 ©2005 Pearson Education Canada Business Communication EssentialsChapter Performance Reviews Review Job Requirements Provide Feedback Develop a Plan of Action

20 ©2005 Pearson Education Canada Business Communication EssentialsChapter Negative Performance Reviews Confront the problem Plan the message Maintain privacy Focus on the problem Obtain commitment

21 ©2005 Pearson Education Canada Business Communication EssentialsChapter Employment Applications Use a Direct Approach State Reasons Clearly SuggestAlternatives

22 ©2005 Pearson Education Canada Business Communication EssentialsChapter Real World Applications 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? Lets discuss!

23 ©2005 Pearson Education Canada Business Communication EssentialsChapter Real World Applications Is intentionally de-emphasizing bad news the same as distorting graphs and charts to de-emphasize unfavourable data? Why or why not? Lets discuss!


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