Lecture 8

Bad News Messages Lecture 8

Yesterday • Editing – Style • Email/Memo Format • Routine Messages • Requesting Information • Making a complaint • Requesting a Reference Letter

Today • Review Routine Messages • Complaint • Reference Request

Today • Bad News Messages • 3 Step Writing Process • Strategies • Audience Centered Tone • Direct/Indirect Approaches • Types of Bad News Messages

Complaint Message • Also called “Claims and Adjustments”

Complaint Message • To make a claim = to say something is wrong • My phone is broken • I was overcharged • I was not given good service

Complaint Message • To Request and Adjustment = to ask to be repaid or helped • I would like a new phone • I would like my money back

Complaint Message • Explain Problem • Give details • Request Action (if known) • Be prepared to send other documents (receipts, sales info, etc)

Reference Request • Many jobs will ask for a reference or a recommendation • This is a letter from someone who knows you and will tell the company about you

Reference Request • You should ask a former teacher, boss, lecturer, etc • Follow routine request strategies

Reference Request • Introduction/opening

Reference Request • Start by asking permission • “Would you please give me a recommendation? • Say what position you are applying for and at what company

Reference Request • If time has passed, repeat how you know this person including the time and place. (School, job, etc)

Reference Request • Body • Include a copy of your resume and any useful information that would make you good for this job (school work, experience)

Reference Request • Closing • Include the name and address of the person it should be sent to and a deadline if there is one • Close with a goodwill ending

Bad News Message • No one likes to hear “no” • We want to make our message effective and less hurtful to maintain a good relationship with the audience

Bad News Message • Apply the 3 step writing process • Planning • Writing • Completing

Bad News Message • Planning • Analyze Audience – figure out how they will react • Gather important facts to make message more effective

Bad News Message • Writing • Define main ideas • Cover all relevant points • Choose direct/indirect style • Pay attention to word choice

Bad News Message • Completing • Make sure organization is good • Correct typos, errors, etc.

Strategies • Present Bad News • Have audience accept news • Maintain good relationships • Maintain a good image for your company • Reduce future messages

Strategies • Use an “Audience-Centered Tone” • It’s not what you say, it’s how you say it • Positive Words • Respectful Language

Strategies • After reading the message, the Audience must:

Strategies • Understand the news • Accept the news • See news as fair • Have positive thoughts about you • Feel good about themselves

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?

Direct Approach • Intro: Clear Statement of the bad news • Body: Reasons for the decision; provide alternatives. • Closing: Positive statement to maintain good relationship

Direct Approach • Good because it makes message shorter • Saves time • Use a tactful tone, focus on reasons for your decision

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

Indirect Approach • Use a neutral subject line in emails or memos • Use a buffer

Indirect Approach • Buffer – a neutral transition to bad news • Can show agreement, appreciation, fairness, praise, etc.

Indirect Approach • Buffer • Be honest, positive, and brief. • Don’t trick the audience.

Indirect Approach • A good buffer: • Does not mislead the reader • Is neutral • Is relevant • Is respectful • Is short • Is unapologetic

Indirect Approach • Give reasons • Say positive reasons first, then negative. • Show that the decision is fair • Provide facts

Indirect Approach • Give reasons • Don’t say how the news is good for your company • Don’t apologize • Don’t provide negative comments

Indirect Approach • Minimize Space • Use a Conditional phrase (if/when) • Say what you can do, not what you can’t

Indirect Approach • End it on a positive note. • Follow the guidelines from the direct approach

Indirect Approach • Be sincere • Be confident • Keep it positive • Limit future correspondence • Be optimistic

Types of Bad News • We will look at the different types of bad news messages that you should know

Types of Bad News • Negative Answers to Routine Requests • Negative Company News • Negative Employment Messages

Types of Bad News • Refusing requests for information • Use the direct or indirect approach

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

Types of Bad News • Refusing claims and adjustments • Use the indirect approach • Don’t accept responsibility • Don’t blame the customer

Types of Bad News • Demonstrate your understanding • Explain your refusal • Suggest alternative action

Types of Bad News • Negative Answers to Routine Requests • Negative Company News • Negative Employment Messages

Types of Bad News • Giving bad news about products • Use the direct approach within your own organization • Use the indirect approach for other customers

Lecture 8

Lecture 8

Presentation Transcript

Lecture 8

Lecture 8

Lecture 8

Lecture 8

Lecture #8

Lecture 8

Lecture 8

Lecture 8

Lecture 8

Lecture 8

Lecture 8

LECTURE № 8

LECTURE 8

Lecture 8

Lecture 8

Lecture 8

Lecture 8

Lecture 8

Lecture 8