1. Business Communication
Lecturer: Gareth Jones
Class 11: Routine & Bad News Messages

2. Today Editing – Style Email/Memo/Letter Format Routine Messages
Requesting Information
Making a complaint
Requesting a Reference Letter
Business Communication (BUS-100)
12/10/2018

3. Today Bad News Messages 3 Step Writing Process Strategies
Audience Centered Tone
Direct/Indirect Approaches
Types of Bad News Messages
Business Communication (BUS-100)
12/10/2018

4. Routine Messages For normal business situations
About day to day activity
Rarely complicated
Quick, clear, and direct
Business Communication (BUS-100)
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5. Routine Messages 3 Step writing process:
Step 1: Planning (gather, organise, focus)
Step 2: Writing (Drafting)
Step 3: Completing (editing)
Business Communication (BUS-100)
12/10/2018

6. Routine Messages 3 Step writing process:
Step 1: Planning (gather, organise, focus)
Step 2: Writing (Drafting)
Step 3: Completing (editing)
Business Communication (BUS-100)
12/10/2018

7. Planning
Even though messages are short, it is still good to plan the message.
Collect info, organise your thoughts, focus your ideas
Business Communication (BUS-100)
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8. Planning Go over 5 communication strategies
Purpose? Objective? Style? Channel? Audience?
Business Communication (BUS-100)
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9. Planning Use the “you” attitude Adapt the message to the readers
Business Communication (BUS-100)
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10. Routine Messages 3 Step writing process:
Step 1: Planning (gather, organize, focus)
Step 2: Writing (Drafting)
Step 3: Completing (editing)
Business Communication (BUS-100)
12/10/2018

11. Writing Assume your reader is interested or neutral
Assume they will respond positively
Business Communication (BUS-100)
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12. Writing Must have a clear opening (Introduction)
State all main ideas (Body)
Close Politely (Conclusion)
Business Communication (BUS-100)
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13. Routine Messages 3 Step writing process:
Step 1: Planning (gather, organize, focus)
Step 2: Writing (Drafting)
Step 3: Completing (editing)
Business Communication (BUS-100)
12/10/2018

14. Editing Check content, readability, style format.
Proofread typos, errors, etc.
Read over before sending
Business Communication (BUS-100)
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15. Message Strategy
We will look at the strategy for writing routine messages
Start with the introduction
Business Communication (BUS-100)
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16. Introduction Strategy
State your request at the beginning
Pay attention to your tone
Avoid personal intros
Be specific (say exactly what you want!)
Business Communication (BUS-100)
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17. Body Strategy Explain and justify your request
Include any benefits it might have for your audience
Business Communication (BUS-100)
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18. Body Strategy If you have questions, ask them here.
List the most important questions first.
Make the questions simple and short (succinct)
Business Communication (BUS-100)
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19. Closing Strategy Repeat your specific request including: Time Place
Business Communication (BUS-100)
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20. Closing Strategy Say how you can be reached, including: Phone # Email
Office
Skype
Etc…
Business Communication (BUS-100)
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21. Closing Strategy End with a polite closing What is a polite closing?
Business Communication (BUS-100)
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22. Routine Messages We will look at three different kinds:
Normal requests
Complaints
Requests for a reference
Business Communication (BUS-100)
12/10/2018

23. Routine Messages We will look at three different kinds:
Normal requests
Complaints
Requests for a reference
Business Communication (BUS-100)
12/10/2018

24. Normal Request Asking for information or action Opinions? Help?
Business Communication (BUS-100)
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25. Normal Request State three things: What you want to know
Why you want to know it
Why the reader should help
Business Communication (BUS-100)
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26. Normal Request Be clear in your request and your explanation
Direct approach
Include dates and times
Business Communication (BUS-100)
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27. Normal Request For fellow employees: Assume they know you
Have a clear and detailed subject
is usually the best channel
Business Communication (BUS-100)
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28. Normal Request For other companies
To ask other customers to provide information or do something simple
Business Communication (BUS-100)
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29. Normal Request
Always be polite, but not too polite- no need to grovel!
Ask clear and numbered questions for an easy reply
Business Communication (BUS-100)
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30. Routine Messages We will look at three different kinds: Normal Request
Complaint
Request for a reference
Business Communication (BUS-100)
12/10/2018

31. Complaint If you are unsatisfied with a service or product
Over charging
Broken products
Impolite salespeople
Business Communication (BUS-100)
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32. Complaint Also called “Claims and Adjustments”
Business Communication (BUS-100)
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33. Complaint Explain the problem Give the details of the problem
Request or suggest action (if known)
Be prepared to send other documents (receipts, sales info, etc)
Business Communication (BUS-100)
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34. Complaint Good for you because it leaves a permanent record
Must be rational, clear, and polite
Assume the reader will agree with you
Business Communication (BUS-100)
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35. Complaint Beginning Straightforward explanation of problem
Business Communication (BUS-100)
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36. Complaint
Middle
Complete explanation. Include all specifics and details of problem. (date purchased, date of issue)
Business Communication (BUS-100)
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37. Complaint End Request specific action (if known)
Provide contact information
Business Communication (BUS-100)
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38. Routine Messages We will look at three different kinds: Normal Request
Complaint
Request for a reference
Business Communication (BUS-100)
12/10/2018

39. Reference Request
Many jobs will ask for a reference or a recommendation
This is a letter from someone who knows you and will tell the company about you
Business Communication (BUS-100)
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40. Reference Request You should ask a former teacher, boss, lecturer, etc
Follow routine request strategies
Business Communication (BUS-100)
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41. Reference Request Introduction/opening
Business Communication (BUS-100)
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42. Reference Request Start by asking permission
“Would you please provide me a recommendation…”
Say what position you are applying for and at what company
Business Communication (BUS-100)
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43. Reference Request
If time has passed, repeat how you know this person including the time and place. (School, job, etc)
Business Communication (BUS-100)
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44. Reference Request Body
Include a copy of your resume and any useful information that would make you good for this job (school work, experience)
Business Communication (BUS-100)
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45. Reference Request Closing
Include the name and address of the person it should be sent to and a deadline if there is one
Close with a goodwill ending
Business Communication (BUS-100)
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46. Bad News Messages No one likes to hear “no”
We want to make our message effective and less hurtful to maintain a good relationship with the audience
Business Communication (BUS-100)
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47. Bad News Messages Apply the 3 step writing process Planning Writing
Completing
Business Communication (BUS-100)
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48. Bad News Messages Planning
Analyse the Audience – figure out how they will react
Gather important facts to make message more effective
Business Communication (BUS-100)
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49. Bad News Messages Writing Define main ideas Cover all relevant points
Choose direct/indirect style
Pay attention to word choice
Business Communication (BUS-100)
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50. Bad News Messages Completing Make sure organisation is good
Correct typos, errors, etc.
Business Communication (BUS-100)
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51. Strategies Present bad news Have your audience accept news
Maintain good relationships
Maintain a good image for your company
Reduce future messages
Business Communication (BUS-100)
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52. Strategies Use an “Audience-Centered Tone”
It’s not what you say, it’s how you say it (10% how it’s said, 90% what is said)
Positive Words
Respectful Language
Business Communication (BUS-100)
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53. Strategies After reading the message, the Audience must:
Understand the news
Accept the news
See news as fair
Have positive thoughts about you
Feel good about themselves
Business Communication (BUS-100)
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54. Strategies We must decide to use the direct or indirect approach
Put yourself in the audience’s shoes.
How will they react?
How important is the message?
How well do you know them?
Business Communication (BUS-100)
12/10/2018

55. Direct Approach Intro: Clear Statement of the bad news
Body: Reasons for the decision; provide alternatives.
Closing: Positive statement to maintain a good relationship
Business Communication (BUS-100)
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56. Direct Approach Good because it makes message shorter Saves time
Use a tactful tone, focus on reasons for your decision
Business Communication (BUS-100)
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57. Indirect Approach Open with a Buffer
Logical, neutral explanation of reasons
Clear statement of the bad news
Close with a positive statement that is helpful and friendly
Business Communication (BUS-100)
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58. Indirect Approach You should:
Use a neutral subject line in s or memos
Use a buffer
Business Communication (BUS-100)
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59. Neutral subject lines
When using the indirect approach in an , memo, or letter we must use a neutral subject line.
Business Communication (BUS-100)
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60. Neutral subject lines
Our subject line must say what the message is about without saying any bad news
Business Communication (BUS-100)
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61. Neutral subject lines Bad subject lines Prices increase
Schedule delayed
Another client lost
Claim #2345 denied
Business Communication (BUS-100)
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62. Neutral subject lines Good Subject Lines Price Change Schedule revised
Client Update
Claim #2345
Business Communication (BUS-100)
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63. Neutral subject lines Use these with the indirect approach
Business Communication (BUS-100)
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64. Neutral subject lines
For replies to messages and s, simply hit “reply” in your client
Business Communication (BUS-100)
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65. Neutral subject lines re: Coursework assignment re: Meeting Schedule
re: Job Application
Business Communication (BUS-100)
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66. I’m sorry
In English, saying “I’m sorry” doesn’t always mean you are apologising
It is used quite often
Business Communication (BUS-100)
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67. I’m sorry Using “I’m sorry” in a bad news message is OK
I’m sorry we cannot help
I’m sorry to hear that
I’m sorry to tell you
Business Communication (BUS-100)
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68. I’m sorry This is not quite the same as apologising though.
Business Communication (BUS-100)
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69. Indirect Approach Buffer – a neutral transition to bad news
Can show agreement, appreciation, fairness, praise, etc.
Business Communication (BUS-100)
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70. Indirect Approach Buffer Be honest, positive, and brief.
Don’t trick the audience.
Business Communication (BUS-100)
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71. Indirect Approach A good buffer: Does not mislead the reader
Is neutral
Is relevant
Is respectful
Is short
Is unapologetic
Business Communication (BUS-100)
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72. Buffer Types Agreement Appreciation Co-operation Fairness Good News
Praise
Resale
Understanding
Business Communication (BUS-100)
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73. Indirect Approach Open with a Buffer
Logical, neutral explanation of reasons
Clear statement of the bad news
Close with a positive statement that is helpful and friendly
Business Communication (BUS-100)
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74. Indirect Approach Give reasons
Say positive reasons first, then negative.
Show that the decision is fair
Provide facts
Business Communication (BUS-100)
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75. Indirect Approach Give reasons
Don’t say how the news is good for your company
Don’t apologise
Don’t provide negative comments
Business Communication (BUS-100)
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76. Indirect Approach Open with a Buffer
Logical, neutral explanation of reasons
Clear statement of the bad news
Close with a positive statement that is helpful and friendly
Business Communication (BUS-100)
12/10/2018

77. Indirect Approach Minimise space Use a conditional phrase (if/when)
Say what you can do, not what you can’t
Business Communication (BUS-100)
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78. Indirect Approach Open with a Buffer
Logical, neutral explanation of reasons
Clear statement of the bad news
Close with a positive statement that is helpful and friendly
Business Communication (BUS-100)
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79. Indirect Approach End it on a positive note
Follow the guidelines from the direct approach
Business Communication (BUS-100)
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80. Indirect Approach Be sincere Be confident Keep it positive
Limit future correspondence
Be optimistic
Business Communication (BUS-100)
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81. Indirect Approach
We will look at the different types of bad news messages that you should know
Business Communication (BUS-100)
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82. Types of Bad News Negative Answers to Routine Requests
Negative Company News
Negative Employment Messages
Business Communication (BUS-100)
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83. Types of Bad News Negative Answers to Routine Requests
Negative Company News
Negative Employment Messages
Business Communication (BUS-100)
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84. Types of Bad News Refusing requests for information
Use the direct or indirect approach
Business Communication (BUS-100)
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85. Types of Bad News Refusing invitations and favours
Use the direct approach if you have a good relationship with the reader
Use the indirect approach if you don’t know the reader well
Business Communication (BUS-100)
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86. Types of Bad News Refusing claims and adjustments
Use the indirect approach
Don’t accept responsibility
Don’t blame the customer
Business Communication (BUS-100)
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87. Types of Bad News Demonstrate your understanding Explain your refusal
Suggest alternative action
Business Communication (BUS-100)
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88. Types of Bad News Negative Answers to Routine Requests
Negative Company News
Negative Employment Messages
Business Communication (BUS-100)
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89. Types of Bad News Giving bad news about products
Use the direct approach within your own organisation
Use the indirect approach for other customers
Business Communication (BUS-100)
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90. Types of Bad News Bad news about your company
Focus on reasons and possible customer benefits
Business Communication (BUS-100)
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91. Types of Bad News Negative Answers to Routine Requests
Negative Company News
Negative Employment Messages
Business Communication (BUS-100)
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92. Types of Bad News Negative employment messages
Direct approach when talking about someone else’s job
Indirect approach when talking about the reader’s job
Business Communication (BUS-100)
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93. Types of Bad News Rejecting reference requests
Use tact and consideration
Use the indirect approach
Business Communication (BUS-100)
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94. Types of Bad News Rejecting job applications Treat reader with respect
Use the direct approach
Business Communication (BUS-100)
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95. Types of Bad News Tell them they have not been hired
Give clear reasons why
Suggest alternatives
Business Communication (BUS-100)
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96. Types of Bad News Terminating employment
Must be especially careful to avoid bad feelings or legal action
Business Communication (BUS-100)
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97. Tutorial Practicing routine messages Business Communication (BUS-100)
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98. Tomorrow Persuasive messages Business Communication (BUS-100)
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