Writing Bad-News Messages - PowerPoint PPT Presentation

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Writing Bad-News Messages

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  1. Writing Bad-News Messages Excellence in Business Communication

  2. The Three-Step Process • Planning • Writing • Completing Excellence in Business Communication

  3. Strategies for Bad-News Messages • Convey the message • Gain acceptance • Maintain goodwill • Promote a good corporate image • Minimize future correspondence Excellence in Business Communication

  4. Audience-Centered Tone • The “You” attitude • Positive wording • Respectful language Excellence in Business Communication

  5. The Direct Approach • State the bad news • Support the message • Close on a positive note Excellence in Business Communication

  6. The Indirect Approach • Begin with a buffer • Follow with reasons • State the bad news • Close in a positive way Excellence in Business Communication

  7. 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 Begin With a Buffer Excellence in Business Communication

  8. Follow With Reasons • Cover positive points • Provide relevant details • Highlight benefits • Minimize company policy • Avoid apologizing Excellence in Business Communication

  9. State the Bad News • De-emphasize the bad news • Use a conditional statement • Focus on the positive • Avoid blunt language Excellence in Business Communication

  10. Close With Confidence • Be sincere • Stay positive • Limit future correspondence • Be confident and optimistic Excellence in Business Communication

  11. Cultural Differences • Proper tone • Message organization • Cultural conventions Excellence in Business Communication

  12. Types of Bad-News Messages • Routine requests • Organizational news • Employment information Excellence in Business Communication

  13. Routine Requests • Business information • Invitations and favors Excellence in Business Communication

  14. Things to employ Courtesy and tact Indirect approach Positive attitude Understanding and respect Things to avoid Accepting blame Accusations Defamation Negative language Claims and Adjustments Excellence in Business Communication

  15. Organizational News • Bad news about products • Bad news about company operations Excellence in Business Communication

  16. Recommendation Letters • Requested by businesses • Be direct • State facts • Requested by individuals • Practice diplomacy • Consider feelings Excellence in Business Communication

  17. Employment Applications • Use the direct approach • State reasons clearly • Suggest alternatives Excellence in Business Communication

  18. Performance Reviews • Provide feedback • Review the job description • Set an action plan Excellence in Business Communication

  19. NegativePerformance Reviews • Confront the problem • Plan the message • Respect privacy • Focus on the problem • Obtain commitment Excellence in Business Communication

  20. Termination Letters • Express the decision • Give specific justification • Minimize negative feelings Excellence in Business Communication