1. Business Communication Workshop
Course Coordinator: Ayyaz Qadeer Lecture # 16

2. We have discussed……
Organize your material before writing you first draft can prevent rambling and unclear message.
Direct (Deductive) organizational plan
Writing plan for an information request
Improving openers for routine request letters
Improving closings for routine request letters
Three kinds of goodwill messages
Goodwill Messages: Cards or personalized letters
Tips for writing goodwill messages

3. We have discussed…… General Plan: When Seller is at Fault
Buyer or Another at Fault
Plan for Approving Credit
Acknowledging First Orders
Granting Favors
Announcements

4. Bad-News Messages

5. Objectives Apply the three-step writing process to bad-news messages.
Show how to achieve an acceptable audience-centered tone.
Differentiate between the direct and indirect approaches, and discuss when it’s appropriate to use each one.
Evaluate Buffer Statements
Techniques for deemphasizing Bad News

6. Objectives Derive proper Ending for a Bad-News Message
continued
Derive proper Ending for a Bad-News Message
List three techniques for saying “no.”
Define defamation.
Discuss guidelines for delivering bad news to job applicants.
Design a plan for refusing Requests or Claims
Design a plan for announcing Bad News to Customers and Employees

7. Resolving Business Problems
Call the individual involved.
Describe the problem and apologize.
Explain
Why the problem occurred
What you are doing to resolve it
How you will prevent the problem from happening again
Follow up with a letter that
Documents details discussed in the phone call
Promotes goodwill

8. The Three-Step Writing Process
Why is writing bad-news messages different from writing good-news messages?
How do you plan bad-news messages?
How do you know when to use the direct or indirect approach when writing bad news messages?
Why is proofreading bad-news messages so critical?

9. Strategies for Bad-News Messages
When delivering bad news, you have five main goals:
Convey the bad news
Gain acceptance for it
Maintain as much goodwill as possible
Maintain a good image for the organization
Reduce or eliminate the need for future correspondence on the matter

10. Creating an Effective Audience-Centered Tone
How does the proper tone help your readers accept a bad-news message?
What are some negative words or phrases to avoid when writing bad-news?
Why does using respectful language help you protect your audience's pride?

11. Indirect (Inductive) Organizational Plan
Bad-News Plan
Buffer (pleasant or neutral statements, reader-oriented)
Explanation
Necessary data, tactfully stated
Pertinent favorable, then unfavorable acts
Reader benefit reasons
Decision (implied or expressed) along with offer of additional help or suggestions
Positive, friendly close
Appreciation
Invitation to further action desired
Easy action, dated when desirable (EA)
Offer of further help, reader benefit (RB)

12. Using the Direct Approach
The key is to analyze your reader first.
Decide if the reader would like the bad news right away or needs to be eased into it.
If you know your audience can handle bad news first, use the direct approach.
The direct approach starts with a clear statement of bad news then proceeds to reasons.

13. How to Write a Buffer Avoid saying no Avoid using an arrogant tone
Avoid wordy and irrelevant language
Avoid apologizing
Avoid writing a long buffer

14. Possible Buffers for Opening Bad-News Messages
Best news
Appreciation
Agreement
Facts
Understanding
Apology

15. Evaluating Buffer Statements
How effective is the following opening for a letter that refuses to grant credit?
Unfortunately, your application for credit has been reviewed negatively.
(Reveals the bad news bluntly.)

16. Evaluating Buffer Statements
How effective is the following opening for a letter that refuses to grant credit?
We are delighted to receive your application for credit.
(Gives the wrong impression.)

17. Evaluating Buffer Statements
How effective is the following opening for a letter that refuses to grant credit?
The recent resurgence of interest in the stock market caught many of us by surprise.
(Is not relevant.)

18. Evaluating Buffer Statements
How effective is the following opening for a letter that refuses a request for a donation?
Your request for a monetary contribution has been referred to me for reply.
(Fails to engage the reader.)

19. Evaluating Buffer Statements
How effective is the following opening for a letter that refuses a request for a donation?
We appreciate the fine work your organization is doing to provide early childhood programs that meet the needs of parents and very young children.
(Compliments the reader but doesn’t imply approval.)

20. Characteristics of Good Refusal Messages
Provide sufficient detail to make reader accept the message
Imply the reader is better off
Explain company policy as being logical
Offer no apology
Avoid personal assaults

21. Techniques for Deemphasizing Bad News
Avoid the spotlight. Put the bad news in the middle of a paragraph halfway through the message.
Use a long sentence. Don’t put the bad news in a short, simple sentence.

22. Techniques for Deemphasizing Bad News
Place the bad news in a subordinate clause.
Although we have no position for an individual with your qualifications at this time, we are pleased that you thought of us when you started your job search.

23. Techniques for Deemphasizing Bad News
Use the passive voice.
Instead of this:
We cannot make a contribution at this time.
Try this:
A contribution cannot be made at this time.

24. Techniques for Deemphasizing Bad News
Be clear but not overly graphic.
Instead of this:
Our investigation reveals that you owe three creditors large sums and that you were fired from your last job.
Try this:
Our investigation reveals that your employment status and your financial position are unstable at this time.

25. Techniques for Deemphasizing Bad News
Imply the refusal.
Instead of this:
We cannot contribute to your charity this year.
Try this:
Although all our profits must be reinvested in our company this year, we hope to be able to support your future fund-raising activities.

26. Techniques for Deemphasizing Bad News
Suggest an alternative.
Although the cashmere sweater cannot be sold at the erroneously listed price of $18, we can allow you to purchase this $218 item for only $118.

27. Recapitulation We have discussed how to resolve Business Problems
The Three-Step writing process
Strategies for Bad-News Messages: When delivering bad news, you have five main goals
How to create an Effective Audience-Centered Tone
Indirect (Inductive) Organizational Plan: Bad News Plan

28. Recapitulation
If you know your audience can handle bad news first, use the direct approach
Buffer statements: Possible Buffers for opening Bad-News Messages
Evaluation of Buffer statements: Possible issues in writing Buffer in the opening paragraph
Characteristics of good Refusal Messages
Techniques for deemphasizing Bad News

29. Thank You