Business Communication

Business Communication Lecturer: Gareth Jones Class 7: Routine Business Messages

Today • Bad News Messages • 3 Step Writing Process • Strategies • Audience Centered Tone • Direct/Indirect Approaches • Types of Bad News Messages Business Communication (BUS-101)

Bad News Messages • No one likes to hear “no” • We want to make our message effective and less hurtful to maintain a good relationship with the audience Business Communication (BUS-101)

Bad News Messages • Apply the 3 step writing process • Planning • Writing • Completing Business Communication (BUS-101)

Bad News Messages • Planning • Analyse the Audience – figure out how they will react • Gather important facts to make message more effective Business Communication (BUS-101)

Bad News Messages • Writing • Define main ideas • Cover all relevant points • Choose direct/indirect style • Pay attention to word choice Business Communication (BUS-101)

Bad News Messages • Completing • Make sure organisation is good • Correct typos, errors, etc. Business Communication (BUS-101)

Strategies • Present bad news • Have your audience accept news • Maintain good relationships • Maintain a good image for your company • Reduce future messages Business Communication (BUS-101)

Strategies • 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 Business Communication (BUS-101)

Strategies • 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 Business Communication (BUS-101)

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? Business Communication (BUS-101)

Direct Approach • Intro: Clear Statement of the bad news • Body: Reasons for the decision; provide alternatives. • Closing: Positive statement to maintain a good relationship Business Communication (BUS-101)

Direct Approach • Good because it makes message shorter • Saves time • Use a tactful tone, focus on reasons for your decision Business Communication (BUS-101)

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 Business Communication (BUS-101)

Indirect Approach • You should: • Use a neutral subject line in emails or memos • Use a buffer Business Communication (BUS-101)

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

Neutral subject lines • Our subject line must say what the message is about without saying any bad news

Neutral subject lines • Bad subject lines • Prices increase • Schedule delayed • Another client lost • Claim #2345 denied

Neutral subject lines • Good Subject Lines • Price Change • Schedule revised • Client Update • Claim #2345

Neutral subject lines • Use these with the indirect approach

Neutral subject lines • For replies to messages and emails, simply hit “reply” in your email client

Neutral subject lines • re: Coursework assignment • re: Meeting Schedule • re: Job Application

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

I’m sorry • 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

I’m sorry • This is not quite the same as apologising though.

Indirect Approach • Buffer – a neutral transition to bad news • Can show agreement, appreciation, fairness, praise, etc. Business Communication (BUS-101)

Indirect Approach • Buffer • Be honest, positive, and brief. • Don’t trick the audience. Business Communication (BUS-101)

Indirect Approach • A good buffer: • Does not mislead the reader • Is neutral • Is relevant • Is respectful • Is short • Is unapologetic Business Communication (BUS-101)

Indirect Approach • Give reasons • Say positive reasons first, then negative. • Show that the decision is fair • Provide facts Business Communication (BUS-101)

Indirect Approach • Give reasons • Don’t say how the news is good for your company • Don’t apologise • Don’t provide negative comments Business Communication (BUS-101)

Indirect Approach • Minimise Space • Use a Conditional phrase (if/when) • Say what you can do, not what you can’t Business Communication (BUS-101)

Indirect Approach • End it on a positive note. • Follow the guidelines from the direct approach Business Communication (BUS-101)

Indirect Approach • Be sincere • Be confident • Keep it positive • Limit future correspondence • Be optimistic Business Communication (BUS-101)

Indirect Approach • We will look at the different types of bad news messages that you should know Business Communication (BUS-101)

Types of Bad News • Negative Answers to Routine Requests • Negative Company News • Negative Employment Messages Business Communication (BUS-101)

Types of Bad News • Refusing requests for information • Use the direct or indirect approach Business Communication (BUS-101)

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 Business Communication (BUS-101)

Types of Bad News • Refusing claims and adjustments • Use the indirect approach • Don’t accept responsibility • Don’t blame the customer Business Communication (BUS-101)

Types of Bad News • Demonstrate your understanding • Explain your refusal • Suggest alternative action Business Communication (BUS-101)

Types of Bad News • Giving bad news about products • Use the direct approach within your own organisation • Use the indirect approach for other customers Business Communication (BUS-101)

Types of Bad News • Bad news about your company • Focus on reasons and possible customer benefits Business Communication (BUS-101)

Types of Bad News • Negative employment messages • Direct approach when talking about someone else’s job • Indirect approach when talking about the reader’s job Business Communication (BUS-101)

Types of Bad News • Rejecting reference requests • Use tact and consideration • Use the indirect approach Business Communication (BUS-101)

Types of Bad News • Rejecting job applications • Treat reader with respect • Use the direct approach Business Communication (BUS-101)

Business Communication