Business Communication Workshop Course Coordinator: Ayyaz Qadeer Lecture # 16

We have discussed…… Organize your material before writing you first draft can prevent rambling and unclear message. Direct (Deductive) organizational plan Writing plan for an information request Improving openers for routine request letters Improving closings for routine request letters Three kinds of goodwill messages Goodwill Messages: Cards or personalized letters Tips for writing goodwill messages

We have discussed…… General Plan: When Seller is at Fault Buyer or Another at Fault Plan for Approving Credit Acknowledging First Orders Granting Favors Announcements

Bad-News Messages

Objectives Apply the three-step writing process to bad-news messages. Show how to achieve an acceptable audience-centered tone. Differentiate between the direct and indirect approaches, and discuss when it’s appropriate to use each one. Evaluate Buffer Statements Techniques for deemphasizing Bad News

Objectives Derive proper Ending for a Bad-News Message continued Derive proper Ending for a Bad-News Message List three techniques for saying “no.” Define defamation. Discuss guidelines for delivering bad news to job applicants. Design a plan for refusing Requests or Claims Design a plan for announcing Bad News to Customers and Employees

Resolving Business Problems Call the individual involved. Describe the problem and apologize. Explain Why the problem occurred What you are doing to resolve it How you will prevent the problem from happening again Follow up with a letter that Documents details discussed in the phone call Promotes goodwill

The Three-Step Writing Process Why is writing bad-news messages different from writing good-news messages? How do you plan bad-news messages? How do you know when to use the direct or indirect approach when writing bad news messages? Why is proofreading bad-news messages so critical?

Strategies for Bad-News Messages When delivering bad news, you have five main goals: Convey the bad news Gain acceptance for it Maintain as much goodwill as possible Maintain a good image for the organization Reduce or eliminate the need for future correspondence on the matter

Creating an Effective Audience-Centered Tone How does the proper tone help your readers accept a bad-news message? What are some negative words or phrases to avoid when writing bad-news? Why does using respectful language help you protect your audience's pride?

Indirect (Inductive) Organizational Plan Bad-News Plan Buffer (pleasant or neutral statements, reader-oriented) Explanation Necessary data, tactfully stated Pertinent favorable, then unfavorable acts Reader benefit reasons Decision (implied or expressed) along with offer of additional help or suggestions Positive, friendly close Appreciation Invitation to further action desired Easy action, dated when desirable (EA) Offer of further help, reader benefit (RB)

Using the Direct Approach The key is to analyze your reader first. Decide if the reader would like the bad news right away or needs to be eased into it. If you know your audience can handle bad news first, use the direct approach. The direct approach starts with a clear statement of bad news then proceeds to reasons.

How to Write a Buffer Avoid saying no Avoid using an arrogant tone Avoid wordy and irrelevant language Avoid apologizing Avoid writing a long buffer

Possible Buffers for Opening Bad-News Messages Best news Appreciation Agreement Facts Understanding Apology

Evaluating Buffer Statements How effective is the following opening for a letter that refuses to grant credit? Unfortunately, your application for credit has been reviewed negatively. (Reveals the bad news bluntly.)

Evaluating Buffer Statements How effective is the following opening for a letter that refuses to grant credit? We are delighted to receive your application for credit. (Gives the wrong impression.)

Evaluating Buffer Statements How effective is the following opening for a letter that refuses to grant credit? The recent resurgence of interest in the stock market caught many of us by surprise. (Is not relevant.)

Evaluating Buffer Statements How effective is the following opening for a letter that refuses a request for a donation? Your request for a monetary contribution has been referred to me for reply. (Fails to engage the reader.)

Evaluating Buffer Statements How effective is the following opening for a letter that refuses a request for a donation? We appreciate the fine work your organization is doing to provide early childhood programs that meet the needs of parents and very young children. (Compliments the reader but doesn’t imply approval.)

Characteristics of Good Refusal Messages Provide sufficient detail to make reader accept the message Imply the reader is better off Explain company policy as being logical Offer no apology Avoid personal assaults

Techniques for Deemphasizing Bad News Avoid the spotlight. Put the bad news in the middle of a paragraph halfway through the message. Use a long sentence. Don’t put the bad news in a short, simple sentence.

Techniques for Deemphasizing Bad News Place the bad news in a subordinate clause. Although we have no position for an individual with your qualifications at this time, we are pleased that you thought of us when you started your job search.

Techniques for Deemphasizing Bad News Use the passive voice. Instead of this: We cannot make a contribution at this time. Try this: A contribution cannot be made at this time.

Techniques for Deemphasizing Bad News Be clear but not overly graphic. Instead of this: Our investigation reveals that you owe three creditors large sums and that you were fired from your last job. Try this: Our investigation reveals that your employment status and your financial position are unstable at this time.

Techniques for Deemphasizing Bad News Imply the refusal. Instead of this: We cannot contribute to your charity this year. Try this: Although all our profits must be reinvested in our company this year, we hope to be able to support your future fund-raising activities.

Techniques for Deemphasizing Bad News Suggest an alternative. Although the cashmere sweater cannot be sold at the erroneously listed price of $18, we can allow you to purchase this $218 item for only $118.

Recapitulation We have discussed how to resolve Business Problems The Three-Step writing process Strategies for Bad-News Messages: When delivering bad news, you have five main goals How to create an Effective Audience-Centered Tone Indirect (Inductive) Organizational Plan: Bad News Plan

Recapitulation If you know your audience can handle bad news first, use the direct approach Buffer statements: Possible Buffers for opening Bad-News Messages Evaluation of Buffer statements: Possible issues in writing Buffer in the opening paragraph Characteristics of good Refusal Messages Techniques for deemphasizing Bad News

Thank You