Business Communication Lecturer: Gareth Jones Class 7: Routine Business Messages

Today Bad News Messages 3 Step Writing Process Strategies Audience Centered Tone Direct/Indirect Approaches Types of Bad News Messages Business Communication (BUS-101) 4th December 2009

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-101) 4th December 2009

Bad News Messages Apply the 3 step writing process Planning Writing Completing Business Communication (BUS-101) 4th December 2009

Bad News Messages Planning Analyse the Audience – figure out how they will react Gather important facts to make message more effective Business Communication (BUS-101) 4th December 2009

Bad News Messages Writing Define main ideas Cover all relevant points Choose direct/indirect style Pay attention to word choice Business Communication (BUS-101) 4th December 2009

Bad News Messages Completing Make sure organisation is good Correct typos, errors, etc. Business Communication (BUS-101) 4th December 2009

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-101) 4th December 2009

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-101) 4th December 2009

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-101) 4th December 2009

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-101) 4th December 2009

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-101) 4th December 2009

Direct Approach Good because it makes message shorter Saves time Use a tactful tone, focus on reasons for your decision Business Communication (BUS-101) 4th December 2009

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-101) 4th December 2009

Indirect Approach You should: Use a neutral subject line in emails or memos Use a buffer Business Communication (BUS-101) 4th December 2009

Neutral subject lines When using the indirect approach in an email, memo, or letter we must use a neutral subject line.

Neutral subject lines Our subject line must say what the message is about without saying any bad news

Neutral subject lines Bad subject lines Prices increase Schedule delayed Another client lost Claim #2345 denied

Neutral subject lines Good Subject Lines Price Change Schedule revised Client Update Claim #2345

Neutral subject lines Use these with the indirect approach

Neutral subject lines For replies to messages and emails, simply hit “reply” in your email client

Neutral subject lines re: Coursework assignment re: Meeting Schedule re: Job Application

I’m sorry In English, saying “I’m sorry” doesn’t always mean you are apologising It is used quite often

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

I’m sorry This is not quite the same as apologising though.

Indirect Approach Buffer – a neutral transition to bad news Can show agreement, appreciation, fairness, praise, etc. Business Communication (BUS-101) 4th December 2009

Indirect Approach Buffer Be honest, positive, and brief. Don’t trick the audience. Business Communication (BUS-101) 4th December 2009

Indirect Approach A good buffer: Does not mislead the reader Is neutral Is relevant Is respectful Is short Is unapologetic Business Communication (BUS-101) 4th December 2009

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-101) 4th December 2009

Indirect Approach Give reasons Say positive reasons first, then negative. Show that the decision is fair Provide facts Business Communication (BUS-101) 4th December 2009

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-101) 4th December 2009

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-101) 4th December 2009

Indirect Approach Minimise Space Use a Conditional phrase (if/when) Say what you can do, not what you can’t Business Communication (BUS-101) 4th December 2009

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-101) 4th December 2009

Indirect Approach End it on a positive note. Follow the guidelines from the direct approach Business Communication (BUS-101) 4th December 2009

Indirect Approach Be sincere Be confident Keep it positive Limit future correspondence Be optimistic Business Communication (BUS-101) 4th December 2009

Indirect Approach We will look at the different types of bad news messages that you should know Business Communication (BUS-101) 4th December 2009

Types of Bad News Negative Answers to Routine Requests Negative Company News Negative Employment Messages Business Communication (BUS-101) 4th December 2009

Types of Bad News Negative Answers to Routine Requests Negative Company News Negative Employment Messages Business Communication (BUS-101) 4th December 2009

Types of Bad News Refusing requests for information Use the direct or indirect approach Business Communication (BUS-101) 4th December 2009

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-101) 4th December 2009

Types of Bad News Refusing claims and adjustments Use the indirect approach Don’t accept responsibility Don’t blame the customer Business Communication (BUS-101) 4th December 2009

Types of Bad News Demonstrate your understanding Explain your refusal Suggest alternative action Business Communication (BUS-101) 4th December 2009

Types of Bad News Negative Answers to Routine Requests Negative Company News Negative Employment Messages Business Communication (BUS-101) 4th December 2009

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-101) 4th December 2009

Types of Bad News Bad news about your company Focus on reasons and possible customer benefits Business Communication (BUS-101) 4th December 2009

Negative Answers to Routine Requests Negative Company News Types of Bad News Negative Answers to Routine Requests Negative Company News Negative Employment Messages Business Communication (BUS-101) 4th December 2009

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-101) 4th December 2009

Types of Bad News Rejecting reference requests Use tact and consideration Use the indirect approach Business Communication (BUS-101) 4th December 2009

Types of Bad News Rejecting job applications Treat reader with respect Use the direct approach Business Communication (BUS-101) 4th December 2009

Types of Bad News Tell them they have not been hired Give clear reasons why Suggest alternatives Business Communication (BUS-101) 4th December 2009

Types of Bad News Terminating employment Must be especially careful to avoid bad feelings or legal action Business Communication (BUS-101) 4th December 2009

Next time Persuasive messages Business Communication (BUS-101) 4th December 2009