1. Business Communication
Lecturer: Gareth Jones
Class 7: Routine Business Messages

2. Today Bad News Messages 3 Step Writing Process Strategies
Audience Centered Tone
Direct/Indirect Approaches
Types of Bad News Messages
Business Communication (BUS-101)
4th December 2009

3. 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-101)
4th December 2009

4. Bad News Messages Apply the 3 step writing process Planning Writing
Completing
Business Communication (BUS-101)
4th December 2009

5. Bad News Messages Planning
Analyse the Audience – figure out how they will react
Gather important facts to make message more effective
Business Communication (BUS-101)
4th December 2009

6. Bad News Messages Writing Define main ideas Cover all relevant points
Choose direct/indirect style
Pay attention to word choice
Business Communication (BUS-101)
4th December 2009

7. Bad News Messages Completing Make sure organisation is good
Correct typos, errors, etc.
Business Communication (BUS-101)
4th December 2009

8. 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-101)
4th December 2009

9. 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-101)
4th December 2009

10. 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-101)
4th December 2009

11. 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-101)
4th December 2009

12. 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-101)
4th December 2009

13. Direct Approach Good because it makes message shorter Saves time
Use a tactful tone, focus on reasons for your decision
Business Communication (BUS-101)
4th December 2009

14. 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-101)
4th December 2009

15. Indirect Approach You should:
Use a neutral subject line in s or memos
Use a buffer
Business Communication (BUS-101)
4th December 2009

16. Neutral subject lines
When using the indirect approach in an , memo, or letter we must use a neutral subject line.

17. Neutral subject lines
Our subject line must say what the message is about without saying any bad news

18. Neutral subject lines Bad subject lines Prices increase
Schedule delayed
Another client lost
Claim #2345 denied

19. Neutral subject lines Good Subject Lines Price Change Schedule revised
Client Update
Claim #2345

20. Neutral subject lines
Use these with the indirect approach

21. Neutral subject lines
For replies to messages and s, simply hit “reply” in your client

22. Neutral subject lines re: Coursework assignment re: Meeting Schedule
re: Job Application

23. I’m sorry
In English, saying “I’m sorry” doesn’t always mean you are apologising
It is used quite often

24. 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

25. I’m sorry
This is not quite the same as apologising though.

26. Indirect Approach Buffer – a neutral transition to bad news
Can show agreement, appreciation, fairness, praise, etc.
Business Communication (BUS-101)
4th December 2009

27. Indirect Approach Buffer Be honest, positive, and brief.
Don’t trick the audience.
Business Communication (BUS-101)
4th December 2009

28. Indirect Approach A good buffer: Does not mislead the reader
Is neutral
Is relevant
Is respectful
Is short
Is unapologetic
Business Communication (BUS-101)
4th December 2009

29. 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-101)
4th December 2009

30. Indirect Approach Give reasons
Say positive reasons first, then negative.
Show that the decision is fair
Provide facts
Business Communication (BUS-101)
4th December 2009

31. 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-101)
4th December 2009

32. 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-101)
4th December 2009

33. Indirect Approach Minimise Space Use a Conditional phrase (if/when)
Say what you can do, not what you can’t
Business Communication (BUS-101)
4th December 2009

34. 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-101)
4th December 2009

35. Indirect Approach End it on a positive note.
Follow the guidelines from the direct approach
Business Communication (BUS-101)
4th December 2009

36. Indirect Approach Be sincere Be confident Keep it positive
Limit future correspondence
Be optimistic
Business Communication (BUS-101)
4th December 2009

37. Indirect Approach
We will look at the different types of bad news messages that you should know
Business Communication (BUS-101)
4th December 2009

38. Types of Bad News Negative Answers to Routine Requests
Negative Company News
Negative Employment Messages
Business Communication (BUS-101)
4th December 2009

39. Types of Bad News Negative Answers to Routine Requests
Negative Company News
Negative Employment Messages
Business Communication (BUS-101)
4th December 2009

40. Types of Bad News Refusing requests for information
Use the direct or indirect approach
Business Communication (BUS-101)
4th December 2009

41. 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-101)
4th December 2009

42. Types of Bad News Refusing claims and adjustments
Use the indirect approach
Don’t accept responsibility
Don’t blame the customer
Business Communication (BUS-101)
4th December 2009

43. Types of Bad News Demonstrate your understanding Explain your refusal
Suggest alternative action
Business Communication (BUS-101)
4th December 2009

44. Types of Bad News Negative Answers to Routine Requests
Negative Company News
Negative Employment Messages
Business Communication (BUS-101)
4th December 2009

45. 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-101)
4th December 2009

46. Types of Bad News Bad news about your company
Focus on reasons and possible customer benefits
Business Communication (BUS-101)
4th December 2009

47. Negative Answers to Routine Requests Negative Company News
Types of Bad News
Negative Answers to Routine Requests
Negative Company News
Negative Employment Messages
Business Communication (BUS-101)
4th December 2009

48. 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-101)
4th December 2009

49. Types of Bad News Rejecting reference requests
Use tact and consideration
Use the indirect approach
Business Communication (BUS-101)
4th December 2009

50. Types of Bad News Rejecting job applications Treat reader with respect
Use the direct approach
Business Communication (BUS-101)
4th December 2009

51. Types of Bad News Tell them they have not been hired
Give clear reasons why
Suggest alternatives
Business Communication (BUS-101)
4th December 2009

52. Types of Bad News Terminating employment
Must be especially careful to avoid bad feelings or legal action
Business Communication (BUS-101)
4th December 2009

53. Next time Persuasive messages Business Communication (BUS-101)
4th December 2009