Presentation on theme: "10 - 1 Business Communication: Process and Product, Mary Ellen Guffey, South-Western."— Presentation transcript:
10 - 1 Business Communication: Process and Product, Mary Ellen Guffey, South-Western.
10 - 2 Goals in Communicating Bad News u To make the reader understand and accept the bad news u To promote and maintain a good image of the writer and the writer’s organization u To make the message so clear that additional correspondence is unnecessary u To avoid legal liability
10 - 7 The Indirect Pattern u BUFFER – a neutral or positive opening that does not reveal the bad news u REASONS – an explanation of the causes for the bad news u BAD NEWS – a clear but understated announcement of the bad news that may include an alternative or compromise u CLOSE – a personalizing, fo rward- looking, pleasant statement
10 - 14 Buffer u Pay a compliment, show appreciation for past action, or refer to something mutually understood. u Avoid raising false hopes. u Avoid thanking the receiver for something you are about to refuse.
10 - 15 Reasons u Explain why the request must be denied, without revealing the refusal. u Avoid negativity (unfortunately, impossible). u Show how your decision benefits the receiver or others, if possible.
10 - 16 Bad News u Soften the bad news by (1) subordinating it (although we can’t loan our equipment, we can……) (2) embedding it in a long sentence or paragraph.
10 - 17 Bad News u Consider implying the refusal, but be certain it is clear. u Suggest an alternative, if one exists.
10 - 18 Close u Supply more information about an alternative, if one is offered. u Look forward to future relations. u Offer good wishes and compliments. u Avoid referring to the refusal.