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

 Editing – Style  /Memo/Letter Format  Routine Messages ◦ Requesting Information ◦ Making a complaint ◦ Requesting a Reference Letter 11/10/2015Business Communication (BUS-100)2

 Bad News Messages ◦ 3 Step Writing Process ◦ Strategies ◦ Audience Centered Tone ◦ Direct/Indirect Approaches ◦ Types of Bad News Messages 11/10/2015Business Communication (BUS-100)3

 For normal business situations  About day to day activity  Rarely complicated  Quick, clear, and direct 11/10/2015Business Communication (BUS-100)4

 3 Step writing process: ◦ Step 1: Planning (gather, organise, focus) ◦ Step 2: Writing (Drafting) ◦ Step 3: Completing (editing) 11/10/2015Business Communication (BUS-100)5

 3 Step writing process: ◦ Step 1: Planning (gather, organise, focus) ◦ Step 2: Writing (Drafting) ◦ Step 3: Completing (editing) 11/10/2015Business Communication (BUS-100)6

 Even though messages are short, it is still good to plan the message.  Collect info, organise your thoughts, focus your ideas 11/10/2015Business Communication (BUS-100)7

 Go over 5 communication strategies  Purpose? Objective? Style? Channel? Audience? 11/10/2015Business Communication (BUS-100)8

 Use the “you” attitude  Adapt the message to the readers 11/10/2015Business Communication (BUS-100)9

 3 Step writing process: ◦ Step 1: Planning (gather, organize, focus) ◦ Step 2: Writing (Drafting) ◦ Step 3: Completing (editing) 11/10/2015Business Communication (BUS-100)10

 Assume your reader is interested or neutral  Assume they will respond positively 11/10/2015Business Communication (BUS-100)11

 Must have a clear opening (Introduction)  State all main ideas (Body)  Close Politely (Conclusion) 11/10/2015Business Communication (BUS-100)12

 3 Step writing process: ◦ Step 1: Planning (gather, organize, focus) ◦ Step 2: Writing (Drafting) ◦ Step 3: Completing (editing) 11/10/2015Business Communication (BUS-100)13

 Check content, readability, style format.  Proofread typos, errors, etc.  Read over before sending 11/10/2015Business Communication (BUS-100)14

 We will look at the strategy for writing routine messages  Start with the introduction 11/10/2015Business Communication (BUS-100)15

 State your request at the beginning  Pay attention to your tone  Avoid personal intros  Be specific (say exactly what you want!) 11/10/2015Business Communication (BUS-100)16

 Explain and justify your request  Include any benefits it might have for your audience 11/10/2015Business Communication (BUS-100)17

 If you have questions, ask them here.  List the most important questions first.  Make the questions simple and short (succinct) 11/10/2015Business Communication (BUS-100)18

 Repeat your specific request including: ◦ Time ◦ Place 11/10/2015Business Communication (BUS-100)19

 Say how you can be reached, including: ◦ Phone # ◦ ◦ Office ◦ Skype ◦ Etc… 11/10/2015Business Communication (BUS-100)20

 End with a polite closing  What is a polite closing? 11/10/2015Business Communication (BUS-100)21

 We will look at three different kinds: ◦ Normal requests ◦ Complaints ◦ Requests for a reference 11/10/2015Business Communication (BUS-100)22

 We will look at three different kinds: ◦ Normal requests ◦ Complaints ◦ Requests for a reference 11/10/2015Business Communication (BUS-100)23

 Asking for information or action  Opinions?  Help? 11/10/2015Business Communication (BUS-100)24

 State three things: ◦ What you want to know ◦ Why you want to know it ◦ Why the reader should help 11/10/2015Business Communication (BUS-100)25

 Be clear in your request and your explanation  Direct approach ◦ Include dates and times 11/10/2015Business Communication (BUS-100)26

 For fellow employees: ◦ Assume they know you ◦ Have a clear and detailed subject ◦ is usually the best channel 11/10/2015Business Communication (BUS-100)27

 For other companies ◦ To ask other customers to provide information or do something simple 11/10/2015Business Communication (BUS-100)28

 Always be polite, but not too polite- no need to grovel!  Ask clear and numbered questions for an easy reply 11/10/2015Business Communication (BUS-100)29

 We will look at three different kinds: ◦ Normal Request ◦ Complaint ◦ Request for a reference 11/10/2015Business Communication (BUS-100)30

 If you are unsatisfied with a service or product ◦ Over charging ◦ Broken products ◦ Impolite salespeople 11/10/2015Business Communication (BUS-100)31

 Also called “Claims and Adjustments” 11/10/2015Business Communication (BUS-100)32

 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) 11/10/2015Business Communication (BUS-100)33

 Good for you because it leaves a permanent record  Must be rational, clear, and polite  Assume the reader will agree with you 11/10/2015Business Communication (BUS-100)34

 Beginning ◦ Straightforward explanation of problem 11/10/2015Business Communication (BUS-100)35

 Middle ◦ Complete explanation. Include all specifics and details of problem. (date purchased, date of issue) 11/10/2015Business Communication (BUS-100)36

 End ◦ Request specific action (if known) ◦ Provide contact information 11/10/2015Business Communication (BUS-100)37

 We will look at three different kinds: ◦ Normal Request ◦ Complaint ◦ Request for a reference 11/10/2015Business Communication (BUS-100)38

 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 11/10/2015Business Communication (BUS-100)39

 You should ask a former teacher, boss, lecturer, etc  Follow routine request strategies 11/10/2015Business Communication (BUS-100)40

 Introduction/opening 11/10/2015Business Communication (BUS-100)41

 Start by asking permission ◦ “Would you please provide me a recommendation…”  Say what position you are applying for and at what company 11/10/2015Business Communication (BUS-100)42

 If time has passed, repeat how you know this person including the time and place. (School, job, etc) 11/10/2015Business Communication (BUS-100)43

 Body ◦ Include a copy of your resume and any useful information that would make you good for this job (school work, experience) 11/10/2015Business Communication (BUS-100)44

 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 11/10/2015Business Communication (BUS-100)45

 No one likes to hear “no”  We want to make our message effective and less hurtful to maintain a good relationship with the audience 11/10/2015Business Communication (BUS-100)46

 Apply the 3 step writing process ◦ Planning ◦ Writing ◦ Completing 11/10/2015Business Communication (BUS-100)47

 Planning ◦ Analyse the Audience – figure out how they will react ◦ Gather important facts to make message more effective 11/10/2015Business Communication (BUS-100)48

 Writing ◦ Define main ideas ◦ Cover all relevant points ◦ Choose direct/indirect style ◦ Pay attention to word choice 11/10/2015Business Communication (BUS-100)49

 Completing ◦ Make sure organisation is good ◦ Correct typos, errors, etc. 11/10/2015Business Communication (BUS-100)50

 Present bad news  Have your audience accept news  Maintain good relationships  Maintain a good image for your company  Reduce future messages 11/10/2015Business Communication (BUS-100)51

 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 11/10/2015Business Communication (BUS-100)52

 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 11/10/2015Business Communication (BUS-100)53

 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? 11/10/2015Business Communication (BUS-100)54

 Intro: Clear Statement of the bad news  Body: Reasons for the decision; provide alternatives.  Closing: Positive statement to maintain a good relationship 11/10/2015Business Communication (BUS-100)55

 Good because it makes message shorter  Saves time  Use a tactful tone, focus on reasons for your decision 11/10/2015Business Communication (BUS-100)56

 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 11/10/2015Business Communication (BUS-100)57

 You should: ◦ Use a neutral subject line in s or memos ◦ Use a buffer 11/10/2015Business Communication (BUS-100)58

 When using the indirect approach in an , memo, or letter we must use a neutral subject line. 11/10/2015Business Communication (BUS-100)59

 Our subject line must say what the message is about without saying any bad news 11/10/2015Business Communication (BUS-100)60

 Bad subject lines ◦ Prices increase ◦ Schedule delayed ◦ Another client lost ◦ Claim #2345 denied 11/10/2015Business Communication (BUS-100)61

 Good Subject Lines ◦ Price Change ◦ Schedule revised ◦ Client Update ◦ Claim # /10/2015Business Communication (BUS-100)62

 Use these with the indirect approach 11/10/2015Business Communication (BUS-100)63

 For replies to messages and s, simply hit “reply” in your client 11/10/2015Business Communication (BUS-100)64

 re: Coursework assignment  re: Meeting Schedule  re: Job Application 11/10/2015Business Communication (BUS-100)65

 In English, saying “I’m sorry” doesn’t always mean you are apologising  It is used quite often 11/10/2015Business Communication (BUS-100)66

 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 11/10/2015Business Communication (BUS-100)67

 This is not quite the same as apologising though. 11/10/2015Business Communication (BUS-100)68

 Buffer – a neutral transition to bad news  Can show agreement, appreciation, fairness, praise, etc. 11/10/2015Business Communication (BUS-100)69

 Buffer ◦ Be honest, positive, and brief. ◦ Don’t trick the audience. 11/10/2015Business Communication (BUS-100)70

 A good buffer: ◦ Does not mislead the reader ◦ Is neutral ◦ Is relevant ◦ Is respectful ◦ Is short ◦ Is unapologetic 11/10/2015Business Communication (BUS-100)71

 Agreement  Appreciation  Co-operation  Fairness  Good News  Praise  Resale  Understanding 11/10/2015Business Communication (BUS-100)72

 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 11/10/2015Business Communication (BUS-100)73

 Give reasons ◦ Say positive reasons first, then negative. ◦ Show that the decision is fair ◦ Provide facts 11/10/2015Business Communication (BUS-100)74

 Give reasons ◦ Don’t say how the news is good for your company ◦ Don’t apologise ◦ Don’t provide negative comments 11/10/2015Business Communication (BUS-100)75

 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 11/10/2015Business Communication (BUS-100)76

 Minimise space  Use a conditional phrase (if/when)  Say what you can do, not what you can’t 11/10/2015Business Communication (BUS-100)77

 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 11/10/2015Business Communication (BUS-100)78

 End it on a positive note  Follow the guidelines from the direct approach 11/10/2015Business Communication (BUS-100)79

 Be sincere  Be confident  Keep it positive  Limit future correspondence  Be optimistic 11/10/2015Business Communication (BUS-100)80

 We will look at the different types of bad news messages that you should know 11/10/2015Business Communication (BUS-100)81

 Negative Answers to Routine Requests  Negative Company News  Negative Employment Messages 11/10/2015Business Communication (BUS-100)82

 Negative Answers to Routine Requests  Negative Company News  Negative Employment Messages 11/10/2015Business Communication (BUS-100)83

 Refusing requests for information ◦ Use the direct or indirect approach 11/10/2015Business Communication (BUS-100)84

 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 11/10/2015Business Communication (BUS-100)85

 Refusing claims and adjustments  Use the indirect approach ◦ Don’t accept responsibility ◦ Don’t blame the customer 11/10/2015Business Communication (BUS-100)86

 Demonstrate your understanding  Explain your refusal  Suggest alternative action 11/10/2015Business Communication (BUS-100)87

 Negative Answers to Routine Requests  Negative Company News  Negative Employment Messages 11/10/2015Business Communication (BUS-100)88

 Giving bad news about products ◦ Use the direct approach within your own organisation ◦ Use the indirect approach for other customers 11/10/2015Business Communication (BUS-100)89

 Bad news about your company ◦ Focus on reasons and possible customer benefits 11/10/2015Business Communication (BUS-100)90

 Negative Answers to Routine Requests  Negative Company News  Negative Employment Messages 11/10/2015Business Communication (BUS-100)91

 Negative employment messages ◦ Direct approach when talking about someone else’s job ◦ Indirect approach when talking about the reader’s job 11/10/2015Business Communication (BUS-100)92

 Rejecting reference requests ◦ Use tact and consideration ◦ Use the indirect approach 11/10/2015Business Communication (BUS-100)93

 Rejecting job applications ◦ Treat reader with respect ◦ Use the direct approach 11/10/2015Business Communication (BUS-100)94

 Tell them they have not been hired  Give clear reasons why  Suggest alternatives 11/10/2015Business Communication (BUS-100)95

 Terminating employment ◦ Must be especially careful to avoid bad feelings or legal action 11/10/2015Business Communication (BUS-100)96

 Practicing routine messages 11/10/2015Business Communication (BUS-100)97

 Persuasive messages 11/10/2015Business Communication (BUS-100)98