Business Communication Lecturer: Gareth Jones Class 11: Routine & Bad News Messages

Today Editing – Style Email/Memo/Letter Format Routine Messages Requesting Information Making a complaint Requesting a Reference Letter Business Communication (BUS-100) 12/10/2018

Today Bad News Messages 3 Step Writing Process Strategies Audience Centered Tone Direct/Indirect Approaches Types of Bad News Messages Business Communication (BUS-100) 12/10/2018

Routine Messages For normal business situations About day to day activity Rarely complicated Quick, clear, and direct Business Communication (BUS-100) 12/10/2018

Routine Messages 3 Step writing process: Step 1: Planning (gather, organise, focus) Step 2: Writing (Drafting) Step 3: Completing (editing) Business Communication (BUS-100) 12/10/2018

Routine Messages 3 Step writing process: Step 1: Planning (gather, organise, focus) Step 2: Writing (Drafting) Step 3: Completing (editing) Business Communication (BUS-100) 12/10/2018

Planning Even though messages are short, it is still good to plan the message. Collect info, organise your thoughts, focus your ideas Business Communication (BUS-100) 12/10/2018

Planning Go over 5 communication strategies Purpose? Objective? Style? Channel? Audience? Business Communication (BUS-100) 12/10/2018

Planning Use the “you” attitude Adapt the message to the readers Business Communication (BUS-100) 12/10/2018

Routine Messages 3 Step writing process: Step 1: Planning (gather, organize, focus) Step 2: Writing (Drafting) Step 3: Completing (editing) Business Communication (BUS-100) 12/10/2018

Writing Assume your reader is interested or neutral Assume they will respond positively Business Communication (BUS-100) 12/10/2018

Writing Must have a clear opening (Introduction) State all main ideas (Body) Close Politely (Conclusion) Business Communication (BUS-100) 12/10/2018

Routine Messages 3 Step writing process: Step 1: Planning (gather, organize, focus) Step 2: Writing (Drafting) Step 3: Completing (editing) Business Communication (BUS-100) 12/10/2018

Editing Check content, readability, style format. Proofread typos, errors, etc. Read over before sending Business Communication (BUS-100) 12/10/2018

Message Strategy We will look at the strategy for writing routine messages Start with the introduction Business Communication (BUS-100) 12/10/2018

Introduction Strategy State your request at the beginning Pay attention to your tone Avoid personal intros Be specific (say exactly what you want!) Business Communication (BUS-100) 12/10/2018

Body Strategy Explain and justify your request Include any benefits it might have for your audience Business Communication (BUS-100) 12/10/2018

Body Strategy If you have questions, ask them here. List the most important questions first. Make the questions simple and short (succinct) Business Communication (BUS-100) 12/10/2018

Closing Strategy Repeat your specific request including: Time Place Business Communication (BUS-100) 12/10/2018

Closing Strategy Say how you can be reached, including: Phone # Email Office Skype Etc… Business Communication (BUS-100) 12/10/2018

Closing Strategy End with a polite closing What is a polite closing? Business Communication (BUS-100) 12/10/2018

Routine Messages We will look at three different kinds: Normal requests Complaints Requests for a reference Business Communication (BUS-100) 12/10/2018

Routine Messages We will look at three different kinds: Normal requests Complaints Requests for a reference Business Communication (BUS-100) 12/10/2018

Normal Request Asking for information or action Opinions? Help? Business Communication (BUS-100) 12/10/2018

Normal Request State three things: What you want to know Why you want to know it Why the reader should help Business Communication (BUS-100) 12/10/2018

Normal Request Be clear in your request and your explanation Direct approach Include dates and times Business Communication (BUS-100) 12/10/2018

Normal Request For fellow employees: Assume they know you Have a clear and detailed subject Email is usually the best channel Business Communication (BUS-100) 12/10/2018

Normal Request For other companies To ask other customers to provide information or do something simple Business Communication (BUS-100) 12/10/2018

Normal Request Always be polite, but not too polite- no need to grovel! Ask clear and numbered questions for an easy reply Business Communication (BUS-100) 12/10/2018

Routine Messages We will look at three different kinds: Normal Request Complaint Request for a reference Business Communication (BUS-100) 12/10/2018

Complaint If you are unsatisfied with a service or product Over charging Broken products Impolite salespeople Business Communication (BUS-100) 12/10/2018

Complaint Also called “Claims and Adjustments” Business Communication (BUS-100) 12/10/2018

Complaint Explain the problem Give the details of the problem Request or suggest action (if known) Be prepared to send other documents (receipts, sales info, etc) Business Communication (BUS-100) 12/10/2018

Complaint Good for you because it leaves a permanent record Must be rational, clear, and polite Assume the reader will agree with you Business Communication (BUS-100) 12/10/2018

Complaint Beginning Straightforward explanation of problem Business Communication (BUS-100) 12/10/2018

Complaint Middle Complete explanation. Include all specifics and details of problem. (date purchased, date of issue) Business Communication (BUS-100) 12/10/2018

Complaint End Request specific action (if known) Provide contact information Business Communication (BUS-100) 12/10/2018

Routine Messages We will look at three different kinds: Normal Request Complaint Request for a reference Business Communication (BUS-100) 12/10/2018

Reference Request Many jobs will ask for a reference or a recommendation This is a letter from someone who knows you and will tell the company about you Business Communication (BUS-100) 12/10/2018

Reference Request You should ask a former teacher, boss, lecturer, etc Follow routine request strategies Business Communication (BUS-100) 12/10/2018

Reference Request Introduction/opening Business Communication (BUS-100) 12/10/2018

Reference Request Start by asking permission “Would you please provide me a recommendation…” Say what position you are applying for and at what company Business Communication (BUS-100) 12/10/2018

Reference Request If time has passed, repeat how you know this person including the time and place. (School, job, etc) Business Communication (BUS-100) 12/10/2018

Reference Request Body Include a copy of your resume and any useful information that would make you good for this job (school work, experience) Business Communication (BUS-100) 12/10/2018

Reference Request Closing Include the name and address of the person it should be sent to and a deadline if there is one Close with a goodwill ending Business Communication (BUS-100) 12/10/2018

Bad News Messages No one likes to hear “no” We want to make our message effective and less hurtful to maintain a good relationship with the audience Business Communication (BUS-100) 12/10/2018

Bad News Messages Apply the 3 step writing process Planning Writing Completing Business Communication (BUS-100) 12/10/2018

Bad News Messages Planning Analyse the Audience – figure out how they will react Gather important facts to make message more effective Business Communication (BUS-100) 12/10/2018

Bad News Messages Writing Define main ideas Cover all relevant points Choose direct/indirect style Pay attention to word choice Business Communication (BUS-100) 12/10/2018

Bad News Messages Completing Make sure organisation is good Correct typos, errors, etc. Business Communication (BUS-100) 12/10/2018

Strategies Present bad news Have your audience accept news Maintain good relationships Maintain a good image for your company Reduce future messages Business Communication (BUS-100) 12/10/2018

Strategies 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 Words Respectful Language Business Communication (BUS-100) 12/10/2018

Strategies 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 Business Communication (BUS-100) 12/10/2018

Strategies 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? Business Communication (BUS-100) 12/10/2018

Direct Approach Intro: Clear Statement of the bad news Body: Reasons for the decision; provide alternatives. Closing: Positive statement to maintain a good relationship Business Communication (BUS-100) 12/10/2018

Direct Approach Good because it makes message shorter Saves time Use a tactful tone, focus on reasons for your decision Business Communication (BUS-100) 12/10/2018

Indirect Approach 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 Business Communication (BUS-100) 12/10/2018

Indirect Approach You should: Use a neutral subject line in emails or memos Use a buffer Business Communication (BUS-100) 12/10/2018

Neutral subject lines When using the indirect approach in an email, memo, or letter we must use a neutral subject line. Business Communication (BUS-100) 12/10/2018

Neutral subject lines Our subject line must say what the message is about without saying any bad news Business Communication (BUS-100) 12/10/2018

Neutral subject lines Bad subject lines Prices increase Schedule delayed Another client lost Claim #2345 denied Business Communication (BUS-100) 12/10/2018

Neutral subject lines Good Subject Lines Price Change Schedule revised Client Update Claim #2345 Business Communication (BUS-100) 12/10/2018

Neutral subject lines Use these with the indirect approach Business Communication (BUS-100) 12/10/2018

Neutral subject lines For replies to messages and emails, simply hit “reply” in your email client Business Communication (BUS-100) 12/10/2018

Neutral subject lines re: Coursework assignment re: Meeting Schedule re: Job Application Business Communication (BUS-100) 12/10/2018

I’m sorry In English, saying “I’m sorry” doesn’t always mean you are apologising It is used quite often Business Communication (BUS-100) 12/10/2018

I’m sorry 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 Business Communication (BUS-100) 12/10/2018

I’m sorry This is not quite the same as apologising though. Business Communication (BUS-100) 12/10/2018

Indirect Approach Buffer – a neutral transition to bad news Can show agreement, appreciation, fairness, praise, etc. Business Communication (BUS-100) 12/10/2018

Indirect Approach Buffer Be honest, positive, and brief. Don’t trick the audience. Business Communication (BUS-100) 12/10/2018

Indirect Approach A good buffer: Does not mislead the reader Is neutral Is relevant Is respectful Is short Is unapologetic Business Communication (BUS-100) 12/10/2018

Buffer Types Agreement Appreciation Co-operation Fairness Good News Praise Resale Understanding Business Communication (BUS-100) 12/10/2018

Indirect Approach 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 Business Communication (BUS-100) 12/10/2018

Indirect Approach Give reasons Say positive reasons first, then negative. Show that the decision is fair Provide facts Business Communication (BUS-100) 12/10/2018

Indirect Approach Give reasons Don’t say how the news is good for your company Don’t apologise Don’t provide negative comments Business Communication (BUS-100) 12/10/2018

Indirect Approach 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 Business Communication (BUS-100) 12/10/2018

Indirect Approach Minimise space Use a conditional phrase (if/when) Say what you can do, not what you can’t Business Communication (BUS-100) 12/10/2018

Indirect Approach 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 Business Communication (BUS-100) 12/10/2018

Indirect Approach End it on a positive note Follow the guidelines from the direct approach Business Communication (BUS-100) 12/10/2018

Indirect Approach Be sincere Be confident Keep it positive Limit future correspondence Be optimistic Business Communication (BUS-100) 12/10/2018

Indirect Approach We will look at the different types of bad news messages that you should know Business Communication (BUS-100) 12/10/2018

Types of Bad News Negative Answers to Routine Requests Negative Company News Negative Employment Messages Business Communication (BUS-100) 12/10/2018

Types of Bad News Negative Answers to Routine Requests Negative Company News Negative Employment Messages Business Communication (BUS-100) 12/10/2018

Types of Bad News Refusing requests for information Use the direct or indirect approach Business Communication (BUS-100) 12/10/2018

Types of Bad News 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 Business Communication (BUS-100) 12/10/2018

Types of Bad News Refusing claims and adjustments Use the indirect approach Don’t accept responsibility Don’t blame the customer Business Communication (BUS-100) 12/10/2018

Types of Bad News Demonstrate your understanding Explain your refusal Suggest alternative action Business Communication (BUS-100) 12/10/2018

Types of Bad News Negative Answers to Routine Requests Negative Company News Negative Employment Messages Business Communication (BUS-100) 12/10/2018

Types of Bad News Giving bad news about products Use the direct approach within your own organisation Use the indirect approach for other customers Business Communication (BUS-100) 12/10/2018

Types of Bad News Bad news about your company Focus on reasons and possible customer benefits Business Communication (BUS-100) 12/10/2018

Types of Bad News Negative Answers to Routine Requests Negative Company News Negative Employment Messages Business Communication (BUS-100) 12/10/2018

Types of Bad News Negative employment messages Direct approach when talking about someone else’s job Indirect approach when talking about the reader’s job Business Communication (BUS-100) 12/10/2018

Types of Bad News Rejecting reference requests Use tact and consideration Use the indirect approach Business Communication (BUS-100) 12/10/2018

Types of Bad News Rejecting job applications Treat reader with respect Use the direct approach Business Communication (BUS-100) 12/10/2018

Types of Bad News Tell them they have not been hired Give clear reasons why Suggest alternatives Business Communication (BUS-100) 12/10/2018

Types of Bad News Terminating employment Must be especially careful to avoid bad feelings or legal action Business Communication (BUS-100) 12/10/2018

Tutorial Practicing routine messages Business Communication (BUS-100) 12/10/2018

Tomorrow Persuasive messages Business Communication (BUS-100) 12/10/2018