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Writing Bad-News Messages

Writing Bad-News Messages. The Three-Step Process. Planning Writing Completing. Strategies for Bad-news Messages. Convey the message Gain acceptance Maintain goodwill Promote a good corporate image Minimize future correspondence. Audience-Centred Tone. The “You” attitude

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Writing Bad-News Messages

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  1. Writing Bad-News Messages Business Communication Essentials, Canadian Edition

  2. The Three-Step Process • Planning • Writing • Completing Business Communication Essentials, Canadian Edition

  3. Strategies for Bad-news Messages • Convey the message • Gain acceptance • Maintain goodwill • Promote a good corporate image • Minimize future correspondence Business Communication Essentials, Canadian Edition

  4. Audience-Centred Tone • The “You” attitude • Positive wording • Respectful language Business Communication Essentials, Canadian Edition

  5. The Direct Approach • State the bad news • Give reasons • End with a positive close Business Communication Essentials, Canadian Edition

  6. The Indirect Approach • Begin with a buffer • Follow with reasons • State the bad news • End with a positive close Business Communication Essentials, Canadian Edition

  7. Sincere Relevant Not misleading Neutral Respectful Succinct Assertive Brief Begin With a Buffer Business Communication Essentials, Canadian Edition

  8. Provide ReasonsThat Support the Refusal • Provide relevant details • Highlight benefits • Show logic of company policy • Avoid apologizing • Avoid negative personal expressions Business Communication Essentials, Canadian Edition

  9. State the Message • De-emphasize the bad news • Use a conditional statement • Focus on the positive • Avoid blunt language Business Communication Essentials, Canadian Edition

  10. Close With Confidence • Maintain a positive tone • Limit future correspondence • Be optimistic about the future • Remain confident and sincere Business Communication Essentials, Canadian Edition

  11. Writing Bad-News Messages • Routine requests • Organizational news Business Communication Essentials, Canadian Edition

  12. Routine Workplace Requests • Business information • Invitations and favours • Orders • Claims and adjustments Business Communication Essentials, Canadian Edition

  13. The Status of Orders • Ship either part or none of the order • Work toward an eventual sale • Communicate clearly • Be confident and optimistic Business Communication Essentials, Canadian Edition

  14. Things to employ Indirect approach Courtesy and tact Understanding Alternatives Things to avoid Accepting blame Accusations Negative language Defamation Claims and Adjustments Business Communication Essentials, Canadian Edition

  15. Organizational News • Bad news about products • Bad news about company operations or performance Business Communication Essentials, Canadian Edition

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