1. © Prentice Hall, 2005 Excellence in Business CommunicationChapter 8 - 1 Writing Bad-News Messages

2. © Prentice Hall, 2005 Excellence in Business CommunicationChapter 8 - 2 The Three-Step Process Planning Writing Completing

3. © Prentice Hall, 2005 Excellence in Business CommunicationChapter 8 - 3 Strategies for Bad-News Messages Convey the message Gain acceptance Maintain goodwill Promote a good corporate image Minimize future correspondence

4. © Prentice Hall, 2005 Excellence in Business CommunicationChapter 8 - 4 Audience-Centered Tone The “You” attitude Positive wording Respectful language

5. © Prentice Hall, 2005 Excellence in Business CommunicationChapter 8 - 5 The Direct Approach State the bad news Support the message Close on a positive note

6. © Prentice Hall, 2005 Excellence in Business CommunicationChapter 8 - 6 The Indirect Approach Begin with a buffer Follow with reasons State the bad news Close in a positive way

7. © Prentice Hall, 2005 Excellence in Business CommunicationChapter 8 - 7 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

8. © Prentice Hall, 2005 Excellence in Business CommunicationChapter 8 - 8 Follow With Reasons Cover positive points Provide relevant details Highlight benefits Minimize company policy Avoid apologizing

9. © Prentice Hall, 2005 Excellence in Business CommunicationChapter 8 - 9 State the Bad News De-emphasize the bad news Use a conditional statement Focus on the positive Avoid blunt language

10. © Prentice Hall, 2005 Excellence in Business CommunicationChapter 8 - 10 Close With Confidence Be sincere Stay positive Limit future correspondence Be confident and optimistic

11. © Prentice Hall, 2005 Excellence in Business CommunicationChapter 8 - 11 Cultural Differences Proper tone Message organization Cultural conventions

12. © Prentice Hall, 2005 Excellence in Business CommunicationChapter 8 - 12 Types of Bad-News Messages Routine requests Organizational news Employment information

13. © Prentice Hall, 2005 Excellence in Business CommunicationChapter 8 - 13 Routine Requests Business information Invitations and favors

14. © Prentice Hall, 2005 Excellence in Business CommunicationChapter 8 - 14 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

15. © Prentice Hall, 2005 Excellence in Business CommunicationChapter 8 - 15 Organizational News Bad news about products Bad news about company operations

16. © Prentice Hall, 2005 Excellence in Business CommunicationChapter 8 - 16 Recommendation Letters Requested by businesses –Be direct –State facts Requested by individuals –Practice diplomacy –Consider feelings

17. © Prentice Hall, 2005 Excellence in Business CommunicationChapter 8 - 17 Employment Applications Use the direct approach State reasons clearly Suggest alternatives

18. © Prentice Hall, 2005 Excellence in Business CommunicationChapter 8 - 18 Performance Reviews Provide feedback Review the job description Set an action plan

19. © Prentice Hall, 2005 Excellence in Business CommunicationChapter 8 - 19 Negative Performance Reviews Confront the problem Plan the message Respect privacy Focus on the problem Obtain commitment

20. © Prentice Hall, 2005 Excellence in Business CommunicationChapter 8 - 20 Termination Letters Express the decision Give specific justification Minimize negative feelings