Chapter 4 Learning to Deliver Bad News on Paper and Electronically Roebuck: Improving Business Communication, 4th edition. (c) 2006, Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved.

Learning Objectives Discuss the importance of writing indirectly. Identify the principles of saying no. List and explain the steps in transmitting bad news. Describe the approaches to opening with bad news. Roebuck: Improving Business Communication, 4th edition. (c) 2006, Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved.

Learning Objectives Clarify when you would offer a counterproposal. Explain why you should end on a positive note. Identify words or expressions to avoid when presenting bad news. Roebuck: Improving Business Communication, 4th edition. (c) 2006, Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved.

Learning to Deliver Bad News Allow diplomacy to take priority over conciseness and directness. Empathize with your reader. Use a you attitude. Select positive, courteous words. Be considerate, but not too subtle. Roebuck: Improving Business Communication, 4th edition. (c) 2006, Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved. 84

Mixing bad news with consideration for the other person’s needs helps the audience understand that your unfavorable decision is based on business judgment. Roebuck: Improving Business Communication, 4th edition. (c) 2006, Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved.

Saying No Put yourself in the reader’s shoes. Develop a system for delivering disappointing news. Be conscious of your attitude. Roebuck: Improving Business Communication, 4th edition. (c) 2006, Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved. 85

Whether to Use the Direct or Indirect Approach Read the sender’s original message. Write directly to your superior. Roebuck: Improving Business Communication, 4th edition. (c) 2006, Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved.

When to Use the Direct Approach The bad news involves a small, insignificant matter and can be considered routine. The reader prefers directness or the organization suggests it. The writer wants to emphasize the negative news. The receiver may overlook the bad news. Roebuck: Improving Business Communication, 4th edition. (c) 2006, Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved.

Use the Indirect Approach: When you need to let your audience “buy into” ideas they agree with or a problem they need to solve, before you present your solution. If you need to soften the audience’s resistance and arouse their interest. Roebuck: Improving Business Communication, 4th edition. (c) 2006, Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved.

Steps in Transmitting Bad News Using the Indirect Approach 1. Begin with a neutral statement. 2. Explain the denial. 3. Present the refusal and offer an alternative. 4. End on a positive note. Roebuck: Improving Business Communication, 4th edition. (c) 2006, Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved. 86

Establishing Tone When Establishing Tone Strive for: Firmness Fairness Goodwill Roebuck: Improving Business Communication, 4th edition. (c) 2006, Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved. 87

Indirect Writing Emphasizes the audience’s goals instead of your own. Looks for the best in your audience. Uses positive rather than negative statements. Roebuck: Improving Business Communication, 4th edition. (c) 2006, Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved. 88

Using the Indirect Approach with International Audiences Saves face in case the request is denied or ignored. Can signal the writer’s intention to take care of things. Roebuck: Improving Business Communication, 4th edition. (c) 2006, Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved.