© Pearson Education Canada, 2005 Business Communication Essentials, Canadian Edition Chapter Writing Bad-News Messages

© Pearson Education Canada, 2005 Business Communication Essentials, Canadian Edition Chapter The Three-Step Process Planning Writing Completing

© Pearson Education Canada, 2005 Business Communication Essentials, Canadian Edition Chapter Strategies for Bad-news Messages Convey the message Gain acceptance Maintain goodwill Promote a good corporate image Minimize future correspondence

© Pearson Education Canada, 2005 Business Communication Essentials, Canadian Edition Chapter Audience-Centred Tone The “You” attitude Positive wording Respectful language

© Pearson Education Canada, 2005 Business Communication Essentials, Canadian Edition Chapter The Direct Approach State the bad news Give reasons End with a positive close

© Pearson Education Canada, 2005 Business Communication Essentials, Canadian Edition Chapter The Indirect Approach Begin with a buffer Follow with reasons State the bad news End with a positive close

© Pearson Education Canada, 2005 Business Communication Essentials, Canadian Edition Chapter Begin With a Buffer Sincere Relevant Not misleading Neutral Respectful Succinct Assertive Brief

© Pearson Education Canada, 2005 Business Communication Essentials, Canadian Edition Chapter Provide Reasons That Support the Refusal Provide relevant details Highlight benefits Show logic of company policy Avoid apologizing Avoid negative personal expressions

© Pearson Education Canada, 2005 Business Communication Essentials, Canadian Edition Chapter State the Message De-emphasize the bad news Use a conditional statement Focus on the positive Avoid blunt language

© Pearson Education Canada, 2005 Business Communication Essentials, Canadian Edition Chapter Close With Confidence Maintain a positive tone Limit future correspondence Be optimistic about the future Remain confident and sincere

© Pearson Education Canada, 2005 Business Communication Essentials, Canadian Edition Chapter Writing Bad-News Messages Routine requests Organizational news

© Pearson Education Canada, 2005 Business Communication Essentials, Canadian Edition Chapter Routine Workplace Requests Business information Invitations and favours Orders Claims and adjustments

© Pearson Education Canada, 2005 Business Communication Essentials, Canadian Edition Chapter The Status of Orders Ship either part or none of the order –Work toward an eventual sale –Communicate clearly –Be confident and optimistic

© Pearson Education Canada, 2005 Business Communication Essentials, Canadian Edition Chapter Claims and Adjustments Things to employ –Indirect approach –Courtesy and tact –Understanding –Alternatives Things to avoid –Accepting blame –Accusations –Negative language –Defamation

© Pearson Education Canada, 2005 Business Communication Essentials, Canadian Edition Chapter Organizational News Bad news about products Bad news about company operations or performance