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

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

3.  No one likes to hear “no”  We want to make our message effective and less hurtful to maintain a good relationship with the audience 4th December 2009 3Business Communication (BUS-101)

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

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

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

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

8.  Present bad news  Have your audience accept news  Maintain good relationships  Maintain a good image for your company  Reduce future messages 4th December 2009 8Business Communication (BUS-101)

9.  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 4th December 2009 9Business Communication (BUS-101)

10.  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 4th December 2009 10Business Communication (BUS-101)

11.  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? 4th December 2009 11Business Communication (BUS-101)

12.  Intro: Clear Statement of the bad news  Body: Reasons for the decision; provide alternatives.  Closing: Positive statement to maintain a good relationship 4th December 2009 12Business Communication (BUS-101)

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

14.  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 4th December 2009 14Business Communication (BUS-101)

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

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

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

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

19.  Good Subject Lines  Price Change  Schedule revised  Client Update  Claim #2345

20.  Use these with the indirect approach

21.  For replies to messages and emails, simply hit “reply” in your email client

22.  re: Coursework assignment  re: Meeting Schedule  re: Job Application

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

24.  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.  This is not quite the same as apologising though.

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

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

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

29.  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 4th December 2009 29Business Communication (BUS-101)

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

31.  Give reasons ◦ Don’t say how the news is good for your company ◦ Don’t apologise ◦ Don’t provide negative comments 4th December 2009 31Business Communication (BUS-101)

32.  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 4th December 2009 32Business Communication (BUS-101)

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

34.  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 4th December 2009 34Business Communication (BUS-101)

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

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

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

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

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

40.  Refusing requests for information ◦ Use the direct or indirect approach 4th December 2009 40Business Communication (BUS-101)

41.  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 4th December 2009 41Business Communication (BUS-101)

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

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

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

45.  Giving bad news about products ◦ Use the direct approach within your own organisation ◦ Use the indirect approach for other customers 4th December 2009 45Business Communication (BUS-101)

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

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

48.  Negative employment messages ◦ Direct approach when talking about someone else’s job ◦ Indirect approach when talking about the reader’s job 4th December 2009 48Business Communication (BUS-101)

49.  Rejecting reference requests ◦ Use tact and consideration ◦ Use the indirect approach 4th December 2009 49Business Communication (BUS-101)

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

51. 1. Tell them they have not been hired 2. Give clear reasons why 3. Suggest alternatives 4th December 2009 51Business Communication (BUS-101)

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

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