Writing Bad-News BadMessages
Prentice Hall, 2004
Business Communication Essentials
Chapter 8 - 1
ThreeThree-Step Writing Process
1 Planning
Analyze the Situation Investigate the Topic Adapt to the Audience
Prentice Hall, 2004 Business Communication Essentials
2 Writing
Organize the Message Compose the Message
3 Completing
Revise the Message Produce the Message Proofread the Message
Chapter 8 - 2
Strategies for BadBad-News Messages
Convey the message Gain acceptance Maintain goodwill Promote a good corporate image Minimize future correspondence
Prentice Hall, 2004 Business Communication Essentials Chapter 8 - 3
AudienceAudience-Centered Tone
The You Attitude
Positive Wording
Respectful Language
Prentice Hall, 2004 Business Communication Essentials Chapter 8 - 4
The Direct Approach
Flow of the Message
Bad News
Reasons
Positive Close
Step 1
Step 2
Substance of the Message
Step 3
Prentice Hall, 2004
Business Communication Essentials
Chapter 8 - 5
The Indirect Approach
Flow of the Message
Buffer
Reasons
Bad News
Step 3
Positive Close
Step 4
Step 1
Step 2
Substance of the Message
Prentice Hall, 2004 Business Communication Essentials Chapter 8 - 6
Begin With a Buffer
Sincere Relevant Not Misleading Neutral
Prentice Hall, 2004 Business Communication Essentials Chapter 8 - 7
Begin With a Buffer
Respectful Succinct Assertive Brief
Prentice Hall, 2004 Business Communication Essentials Chapter 8 - 8
Provide Reasons That Support the Refusal
Cover positive points Provide relevant details Highlight benefits Minimize company policy Avoid apologizing
Prentice Hall, 2004 Business Communication Essentials Chapter 8 - 9
State the Message
DeDe-emphasize the Bad News Use a Conditional Statement Focus on the Positive Avoid Blunt Language
Prentice Hall, 2004 Business Communication Essentials Chapter 8 - 10
Close With Confidence
Maintain a Positive Tone Limit Future Correspondence Be Optimistic About the Future Remain Confident and Sincere
Prentice Hall, 2004 Business Communication Essentials Chapter 8 - 11
Writing Bad-News BadMessages
Routine requests Organizational news Employment information
Prentice Hall, 2004 Business Communication Essentials Chapter 8 - 12
Routine Workplace Requests
Business Information
Prentice Hall, 2004
Invitations and Favors
Chapter 8 - 13
Business Communication Essentials
The Status of Orders
Ship Part of the Order
Ship None of the Order
Prentice Hall, 2004
Business Communication Essentials
Chapter 8 - 14
Claims and Adjustments
Things to Employ
Courtesy and Tact Indirect Approach Understanding
Things to Avoid
Accepting Blame Accusations Negative Language Defamation
Chapter 8 - 15
Possible Alternatives
Prentice Hall, 2004
Business Communication Essentials
Organizational News
Products Operations
Prentice Hall, 2004
Business Communication Essentials
Chapter 8 - 16
Letters of Recommendation
Requested by Businesses Requested by Individuals
Be Direct
State Facts
Practice Diplomacy
Recognize Feelings
Prentice Hall, 2004
Business Communication Essentials
Chapter 8 - 17
Employment Applications
Use a Direct Approach State Reasons Clearly Suggest Alternatives
Prentice Hall, 2004 Business Communication Essentials Chapter 8 - 18
Performance Reviews
Review Job Requirements Provide Feedback Develop a Plan of Action
Prentice Hall, 2004 Business Communication Essentials Chapter 8 - 19
Negative Performance Reviews
Confront the problem Plan the message Maintain privacy Focus on the problem Obtain commitment
Prentice Hall, 2004 Business Communication Essentials Chapter 8 - 20
