© Prentice Hall, 2003 Business Communication TodayChapter Writing Bad News Messages

© Prentice Hall, 2003 Business Communication TodayChapter Three-step Writing Process Planning Completing Writing Purpose Audience Solid Evidence Purpose Audience Solid Evidence Main Idea Relevant Points Right Approach Main Idea Relevant Points Right Approach Revision Organization Overall Design Revision Organization Overall Design

© Prentice Hall, 2003 Business Communication TodayChapter Strategies for Bad-news Messages Convey the message Gain acceptance Maintain goodwill Promote a good corporate image Minimize future correspondence

© Prentice Hall, 2003 Business Communication TodayChapter Audience-centered Tone The “You” Attitude Positive Wording Respectful Language

© Prentice Hall, 2003 Business Communication TodayChapter The Direct Approach Bad News Step 1 Bad News Step 1 Reasons Step 2 Reasons Step 2 Positive Close Step 3 Positive Close Step 3 Flow of the Message Substance of the Message

© Prentice Hall, 2003 Business Communication TodayChapter The Indirect Approach Buffer Step 1 Buffer Step 1 Reasons Step 2 Reasons Step 2 Bad News Step 3 Bad News Step 3 Positive Close Step 4 Positive Close Step 4 Flow of the Message Substance of the Message

© Prentice Hall, 2003 Business Communication TodayChapter Begin With a Buffer Show appreciation Pay attention Compliment reader Be understanding Show sincerity Saying “no” A know-it-all tone Wordy phrases Apologies Lengthy buffers Things to DoThings to Avoid

© Prentice Hall, 2003 Business Communication TodayChapter Provide Reasons That Support the Refusal Cover positive points Provide relevant details Highlight benefits Minimize company policy Avoid apologizing Decision is justified, fair, and logical

© Prentice Hall, 2003 Business Communication TodayChapter State the Message De-emphasize the Bad News Use a Conditional Statement Focus on the Positive Avoid Blunt Language

© Prentice Hall, 2003 Business Communication TodayChapter Close With Confidence Maintain a Positive Tone Limit Future Correspondence Remain Confident and Sincere Be Optimistic About the Future

© Prentice Hall, 2003 Business Communication TodayChapter CulturalDifferences Communication Diversity Proper Tone CulturalConventions MessageOrganization

© Prentice Hall, 2003 Business Communication TodayChapter Writing Bad News Messages Routine Requests Organizational News Employment Information

© Prentice Hall, 2003 Business Communication TodayChapter Routine Workplace Requests BusinessInformationBusinessInformationInvitations and Favors Invitations

© Prentice Hall, 2003 Business Communication TodayChapter The Status of Orders Ship Part of the Order Ship None of the Order Work Toward an Eventual Sale Communicate Clearly Be Confident and Optimistic

© Prentice Hall, 2003 Business Communication TodayChapter Claims and Adjustments Things to EmployThings to Avoid Accepting Blame Accusations Negative Language Defamation/Slander/Libel Courtesy and Tact Indirect Approach Understanding and Respect Positive Attitude

© Prentice Hall, 2003 Business Communication TodayChapter Credit Decisions Requested by a Company Requested by a Person

© Prentice Hall, 2003 Business Communication TodayChapter Organizational News OperationsProducts

© Prentice Hall, 2003 Business Communication TodayChapter Letters of Recommendation Requested by Businesses Requested by Individuals PracticeDiplomacyRecognizeFeelings Be Direct State Facts

© Prentice Hall, 2003 Business Communication TodayChapter Employment Applications Use the direct approach State reasons clearly Suggest alternatives

© Prentice Hall, 2003 Business Communication TodayChapter Performance Reviews Provide Feedback Review Job Description Set an Action Plan

© Prentice Hall, 2003 Business Communication TodayChapter Negative Performance Reviews Confront the problem Plan the message Maintain privacy Focus on the problem Use Constructive Criticism Obtain commitment

© Prentice Hall, 2003 Business Communication TodayChapter Express the Decision Give Specific Justification Minimize Negative Feelings TerminationLetters