© Prentice Hall, 2005 Excellence in Business CommunicationChapter Writing Bad-News Messages

© Prentice Hall, 2005 Excellence in Business CommunicationChapter The Three-Step Process Planning Writing Completing

© Prentice Hall, 2005 Excellence in Business CommunicationChapter Strategies for Bad-News Messages Convey the message Gain acceptance Maintain goodwill Promote a good corporate image Minimize future correspondence

© Prentice Hall, 2005 Excellence in Business CommunicationChapter Audience-Centered Tone The “You” attitude Positive wording Respectful language

© Prentice Hall, 2005 Excellence in Business CommunicationChapter The Direct Approach State the bad news Support the message Close on a positive note

© Prentice Hall, 2005 Excellence in Business CommunicationChapter The Indirect Approach Begin with a buffer Follow with reasons State the bad news Close in a positive way

© Prentice Hall, 2005 Excellence in Business CommunicationChapter Begin With a Buffer Things to do –Show appreciation –Pay attention –Compliment reader –Be empathetic –Show sincerity Things to avoid –Saying “no” –A know-it-all tone –Wordy phrases –Apologies –Lengthy buffers

© Prentice Hall, 2005 Excellence in Business CommunicationChapter Follow With Reasons Cover positive points Provide relevant details Highlight benefits Minimize company policy Avoid apologizing

© Prentice Hall, 2005 Excellence in Business CommunicationChapter State the Bad News De-emphasize the bad news Use a conditional statement Focus on the positive Avoid blunt language

© Prentice Hall, 2005 Excellence in Business CommunicationChapter Close With Confidence Be sincere Stay positive Limit future correspondence Be confident and optimistic

© Prentice Hall, 2005 Excellence in Business CommunicationChapter Cultural Differences Proper tone Message organization Cultural conventions

© Prentice Hall, 2005 Excellence in Business CommunicationChapter Types of Bad-News Messages Routine requests Organizational news Employment information

© Prentice Hall, 2005 Excellence in Business CommunicationChapter Routine Requests Business information Invitations and favors

© Prentice Hall, 2005 Excellence in Business CommunicationChapter Claims and Adjustments Things to employ –Courtesy and tact –Indirect approach –Positive attitude –Understanding and respect Things to avoid –Accepting blame –Accusations –Defamation –Negative language

© Prentice Hall, 2005 Excellence in Business CommunicationChapter Organizational News Bad news about products Bad news about company operations

© Prentice Hall, 2005 Excellence in Business CommunicationChapter Recommendation Letters Requested by businesses –Be direct –State facts Requested by individuals –Practice diplomacy –Consider feelings

© Prentice Hall, 2005 Excellence in Business CommunicationChapter Employment Applications Use the direct approach State reasons clearly Suggest alternatives

© Prentice Hall, 2005 Excellence in Business CommunicationChapter Performance Reviews Provide feedback Review the job description Set an action plan

© Prentice Hall, 2005 Excellence in Business CommunicationChapter Negative Performance Reviews Confront the problem Plan the message Respect privacy Focus on the problem Obtain commitment

© Prentice Hall, 2005 Excellence in Business CommunicationChapter Termination Letters Express the decision Give specific justification Minimize negative feelings