1. © 2002 SOUTH-WESTERN EDUCATIONAL PUBLISHING 9th Edition Brantley & Miller Effective Communication for Colleges Bad News Messages CHAPTER 6

2. Effective Communication for Colleges, 9th ed. by Brantley and Miller Chapter 6 Slide 2 Learning Objectives  Explain how the bad news strategy works within the CBO approach.  Analyze bad news messages to verify that they reflect the six Cs of effective messages, acceptable message formats, and the bad news strategy.  Apply the CBO approach and the bad news strategy to write bad news messages.

3. Effective Communication for Colleges, 9th ed. by Brantley and Miller Chapter 6 Slide 3 Bad News Strategy  Begin with a neutral or pleasant statement that relates to the receiver.  Explain the reason(s) for the refusal.  State or imply the refusal.  Offer an alternate solution or action (if possible).  End with a positive, friendly statement.

4. Effective Communication for Colleges, 9th ed. by Brantley and Miller Chapter 6 Slide 4 Types of Bad News Messages  Request refusals  Adjustment refusals  Credit refusals  Order refusals

5. Effective Communication for Colleges, 9th ed. by Brantley and Miller Chapter 6 Slide 5 The CBO Approach The CBO (Communication-by-Objectives) Approach  Plan a message.  Compose a draft.  Complete a message.

6. Effective Communication for Colleges, 9th ed. by Brantley and Miller Chapter 6 Slide 6 Plan a Message  Identify the objective.  Visualize the audience.  Gather supporting information.  Organize the information.

7. Effective Communication for Colleges, 9th ed. by Brantley and Miller Chapter 6 Slide 7 Choose Message Form Spoken Message Forms  Face-to-face meeting  Telephone call  Videotape  Audiotape  Video broadcast Written Message Forms  E-mail  Memorandum  Letter

8. Effective Communication for Colleges, 9th ed. by Brantley and Miller Chapter 6 Slide 8 Organize the Information The bad news strategy is based on the indirect pattern.  Opening  Explanation  Message objective  Additional information  Closing

9. Effective Communication for Colleges, 9th ed. by Brantley and Miller Chapter 6 Slide 9 Comparison of Indirect Pattern With the Bad News Strategy OpeningBegin with a neutral or pleasant statement that relates to the receiver. ExplanationExplain the reason(s) for the refusal. Message ObjectiveState or imply the refusal. Additional InformationOffer an alternate solution or action (if possible). ClosingEnd with a positive, friendly statement. INDIRECT PATTERNBAD NEWS STRATEGY

10. Effective Communication for Colleges, 9th ed. by Brantley and Miller Chapter 6 Slide 10 Compose a Draft  Choose words.  Construct sentences.  Assemble paragraphs.  Choose paragraph locations.

11. Effective Communication for Colleges, 9th ed. by Brantley and Miller Chapter 6 Slide 11  Begin with a neutral or pleasant statement. Begin with a buffer. Choose words carefully. Avoid misleading the receiver. Compose a Draft Using the Bad News Strategy  Explain the reason(s) for the refusal. Explain why you cannot do what the receiver wants. Use the passive voice to avoid sounding accusatory.  State or imply the refusal. State the refusal concisely. State what can be done rather than what cannot be done. Avoid negative words.  Offer an alternate solution or action. Offer a constructive suggestion, a substitute, a counterproposal, or an alternate course of action. Explain how the receiver may benefit.  End with a positive, friendly statement. Conclude with a positive statement. Close with action required by the receiver. Avoid trite expressions.

12. Effective Communication for Colleges, 9th ed. by Brantley and Miller Chapter 6 Slide 12 Complete a Message  Proofread.  Edit.  Revise.  Finalize.

13. Effective Communication for Colleges, 9th ed. by Brantley and Miller Chapter 6 Slide 13 Apply the bad news strategy Request Refusals  Begin with a pleasant or neutral statement that relates to the receiver.  Give at least one reason for the refusal.  Imply or state the refusal.  Offer a helpful solution or suggestion.  End with a positive statement without reference to the refusal.

14. Effective Communication for Colleges, 9th ed. by Brantley and Miller Chapter 6 Slide 14 Request Refusals Examples of Key Sentences Give basis for refusal, imply refusal. Private offices are provided for employees whose jobs require private conversations and the safekeeping of confidential files. Modular workstations are provided for all other employees. Begin with a buffer. Bayside Marketing is committed to providing an appropriate work environment for all employees. Offer a suggestion, and end positively. The PX4 headset filters out more background noise than the headset you are now using. Please contact Mr. Beck to obtain a PX4.

15. Effective Communication for Colleges, 9th ed. by Brantley and Miller Chapter 6 Slide 15 Apply the bad news strategy Adjustment Refusals  Begin with a pleasant, relevant statement.  Give a factual basis for the refusal.  Imply or state an impersonal refusal.  Include a resale statement and/or offer to help (if appropriate).  End pleasantly; emphasize receiver action when needed.

16. Effective Communication for Colleges, 9th ed. by Brantley and Miller Chapter 6 Slide 16 Adjustment Refusals Examples of Key Sentences Give a factual basis for a refusal, and imply a refusal. Tuition for educational programs is based on resident status on the date of enrollment. Accordingly, you were charged the nonresident tuition for your tae kwon do class that began on September 15. Begin with a relevant statement. The Hazelwood Recreation Center offers a variety of community education programs for residents and nonresidents. Include resale statement, and offer to help. Now that you live in Hazelwood, you will enjoy lower tuition when you enroll in future classes. A copy of our course catalog is enclosed.

17. Effective Communication for Colleges, 9th ed. by Brantley and Miller Chapter 6 Slide 17 Apply the bad news strategy Credit Refusals  Begin with a pleasant, timely buffer.  Give reasons for the refusal, but leave the way open for credit extension later.  Imply or state the refusal.  Make a counterproposal; if appropriate, introduce a cash plan.  End with attention on the receiver’s benefits.

18. Effective Communication for Colleges, 9th ed. by Brantley and Miller Chapter 6 Slide 18 Credit Refusals Examples of Key Sentences Explain basis for the refusal, and suggest an alternative. Bayside Marketing extends credit to established clients who have been in business for at least two years. As a new client, your payment options are credit card or cash. End with attention to the receiver’s benefits. We are looking forward to working with you to develop a marketing plan that meets the needs of your company now and in the future. Begin with a buffer. Your credit application and credit report have been carefully reviewed.

19. Effective Communication for Colleges, 9th ed. by Brantley and Miller Chapter 6 Slide 19 Apply the bad news strategy Order Refusals  Begin with a buffer; the opening statement may identify the order by date, number, and description.  Ask for needed information if the order was incomplete. Give a reason for the refusal if the order will be delayed or will not be filled.  State or imply the delay plan or the refusal.  Offer a resale or an alternate solution.  End with a positive statement.

20. Effective Communication for Colleges, 9th ed. by Brantley and Miller Chapter 6 Slide 20 Order Refusals Examples of Key Sentences State or imply refusal, and offer an alternate solution. The tote you ordered, #K247, is no longer available. Two similar bags that will meet your needs are described below. End with a positive statement. Whether you choose the J247 or the K347, you will enjoy your laptop tote bag for years. Begin with a buffer, and identify order. Thank you for ordering the executive leather laptop tote bag #K247.