1 / 57

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

ybradley
Download Presentation

Lecture 8

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript


  1. Bad News Messages Lecture 8

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

  3. Today • Review Routine Messages • Complaint • Reference Request

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

  5. Complaint Message • Also called “Claims and Adjustments”

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

  7. 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

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

  9. 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

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

  11. Reference Request • Introduction/opening

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

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

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

  15. 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

  16. 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

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

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

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

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

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

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

  23. Strategies • After reading the message, the Audience must:

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

  25. 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?

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

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

  28. 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

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

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

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

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

  33. 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

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

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

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

  37. 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

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

  39. 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

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

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

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

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

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

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

  46. 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

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

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

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

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

More Related