1. © Pearson Education Canada, 2005 Business Communication Essentials, Canadian Edition Chapter 8 - 1 Writing Bad-News Messages

2. © Pearson Education Canada, 2005 Business Communication Essentials, Canadian Edition Chapter 8 - 2 The Three-Step Process Planning Writing Completing

3. © Pearson Education Canada, 2005 Business Communication Essentials, Canadian Edition Chapter 8 - 3 Strategies for Bad-news Messages Convey the message Gain acceptance Maintain goodwill Promote a good corporate image Minimize future correspondence

4. © Pearson Education Canada, 2005 Business Communication Essentials, Canadian Edition Chapter 8 - 4 Audience-Centred Tone The “You” attitude Positive wording Respectful language

5. © Pearson Education Canada, 2005 Business Communication Essentials, Canadian Edition Chapter 8 - 5 The Direct Approach State the bad news Give reasons End with a positive close

6. © Pearson Education Canada, 2005 Business Communication Essentials, Canadian Edition Chapter 8 - 6 The Indirect Approach Begin with a buffer Follow with reasons State the bad news End with a positive close

7. © Pearson Education Canada, 2005 Business Communication Essentials, Canadian Edition Chapter 8 - 7 Begin With a Buffer Sincere Relevant Not misleading Neutral Respectful Succinct Assertive Brief

8. © Pearson Education Canada, 2005 Business Communication Essentials, Canadian Edition Chapter 8 - 8 Provide Reasons That Support the Refusal Provide relevant details Highlight benefits Show logic of company policy Avoid apologizing Avoid negative personal expressions

9. © Pearson Education Canada, 2005 Business Communication Essentials, Canadian Edition Chapter 8 - 9 State the Message De-emphasize the bad news Use a conditional statement Focus on the positive Avoid blunt language

10. © Pearson Education Canada, 2005 Business Communication Essentials, Canadian Edition Chapter 8 - 10 Close With Confidence Maintain a positive tone Limit future correspondence Be optimistic about the future Remain confident and sincere

11. © Pearson Education Canada, 2005 Business Communication Essentials, Canadian Edition Chapter 8 - 11 Writing Bad-News Messages Routine requests Organizational news

12. © Pearson Education Canada, 2005 Business Communication Essentials, Canadian Edition Chapter 8 - 12 Routine Workplace Requests Business information Invitations and favours Orders Claims and adjustments

13. © Pearson Education Canada, 2005 Business Communication Essentials, Canadian Edition Chapter 8 - 13 The Status of Orders Ship either part or none of the order –Work toward an eventual sale –Communicate clearly –Be confident and optimistic

14. © Pearson Education Canada, 2005 Business Communication Essentials, Canadian Edition Chapter 8 - 14 Claims and Adjustments Things to employ –Indirect approach –Courtesy and tact –Understanding –Alternatives Things to avoid –Accepting blame –Accusations –Negative language –Defamation

15. © Pearson Education Canada, 2005 Business Communication Essentials, Canadian Edition Chapter 8 - 15 Organizational News Bad news about products Bad news about company operations or performance