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©2005 Pearson Education Canada Business Communication Essent ials Chapter 8 - 1 Writing Bad-News Writing Bad-News Messages Messages

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Page 1: Badnews Messages

©2005 Pearson Education Canada

Business Communication Essentials Chapter 8 - 1

Writing Bad-Writing Bad-News MessagesNews Messages

Page 2: Badnews Messages

©2005 Pearson Education Canada

Business Communication Essentials Chapter 8 - 2

From The Real WorldFrom The Real World

Often audiences seem to have a premonition

that bad news is coming and just as often move

to a worst-case scenario. Similarly, bad news is

difficult to contain; rumour often precedes fact.

Credibility, for you and your organization, can

hinge on the speed with which you get the

difficult information out to communities,

audiences, or individuals.

Kevin Gass, Vice-President, Marketing and Communication

B.C. Lotteries Corporation

Page 3: Badnews Messages

©2005 Pearson Education Canada

Business Communication Essentials Chapter 8 - 3

Three-Step Writing Three-Step Writing ProcessProcess

1

Planning

3

Completing

2

Writing

Analyze the Situation

Investigate the Topic

Adapt to the Audience

Organize the Message

Compose the Message

Revise the Message

Produce the Message

Proofread the Message

Page 4: Badnews Messages

©2005 Pearson Education Canada

Business Communication Essentials Chapter 8 - 4

Strategies for Strategies for Bad-News MessagesBad-News Messages

• Convey the message

• Gain acceptance

• Maintain goodwill

• Promote a good corporate image

• Minimize future correspondence

Page 5: Badnews Messages

©2005 Pearson Education Canada

Business Communication Essentials Chapter 8 - 5

Audience-Centered Audience-Centered ToneTone

The “You” Attitude

Positive Wording

Respectful Language

Page 6: Badnews Messages

©2005 Pearson Education Canada

Business Communication Essentials Chapter 8 - 6

The Direct ApproachThe Direct Approach

Bad News

Step 1

Bad News

Step 1

Reasons

Step 2

Reasons

Step 2

Positive Close

Step 3

Positive Close

Step 3

Flow of the Message

Substance of the Message

Page 7: Badnews Messages

©2005 Pearson Education Canada

Business Communication Essentials Chapter 8 - 7

The Indirect ApproachThe Indirect Approach

Buffer

Step 1

Buffer

Step 1

Reasons

Step 2

Reasons

Step 2

BadNews

Step 3

BadNews

Step 3

PositiveClose

Step 4

PositiveClose

Step 4

Flow of the Message

Substance of the Message

Page 8: Badnews Messages

©2005 Pearson Education Canada

Business Communication Essentials Chapter 8 - 8

Begin With a BufferBegin With a Buffer

SincereSincere

RelevantRelevant

Not MisleadingNot Misleading

NeutralNeutral

Page 9: Badnews Messages

©2005 Pearson Education Canada

Business Communication Essentials Chapter 8 - 9

Begin With a BufferBegin With a Buffer

RespectfulRespectful

SuccinctSuccinct

AssertiveAssertive

BriefBrief

Page 10: Badnews Messages

©2005 Pearson Education Canada

Business Communication Essentials Chapter 8 - 10

Provide ReasonsProvide ReasonsThat Support the That Support the

RefusalRefusal• Cover positive points

• Provide relevant details

• Highlight benefits

• Minimize company policy

• Avoid apologizing

Page 11: Badnews Messages

©2005 Pearson Education Canada

Business Communication Essentials Chapter 8 - 11

State the MessageState the MessageState the MessageState the Message

De-emphasize the Bad NewsDe-emphasize the Bad NewsDe-emphasize the Bad NewsDe-emphasize the Bad News

Use a Conditional StatementUse a Conditional StatementUse a Conditional StatementUse a Conditional Statement

Focus on the PositiveFocus on the PositiveFocus on the PositiveFocus on the Positive

Avoid Blunt LanguageAvoid Blunt LanguageAvoid Blunt LanguageAvoid Blunt Language

Page 12: Badnews Messages

©2005 Pearson Education Canada

Business Communication Essentials Chapter 8 - 12

Close With ConfidenceClose With ConfidenceClose With ConfidenceClose With Confidence

Maintain a Positive ToneMaintain a Positive ToneMaintain a Positive ToneMaintain a Positive Tone

Limit Future CorrespondenceLimit Future CorrespondenceLimit Future CorrespondenceLimit Future Correspondence

Remain Confident and SincereRemain Confident and SincereRemain Confident and SincereRemain Confident and Sincere

Be Optimistic About the FutureBe Optimistic About the FutureBe Optimistic About the FutureBe Optimistic About the Future

Page 13: Badnews Messages

©2005 Pearson Education Canada

Business Communication Essentials Chapter 8 - 13

Writing Bad-News Writing Bad-News MessagesMessages

• Routine requests

• Organizational news

• Employment

information

Page 14: Badnews Messages

©2005 Pearson Education Canada

Business Communication Essentials Chapter 8 - 14

RoutineRoutineWorkplace RequestsWorkplace Requests

BusinessBusinessInformationInformationBusinessBusiness

InformationInformationInvitationsInvitationsand Favorsand FavorsInvitationsInvitationsand Favorsand Favors

Page 15: Badnews Messages

©2005 Pearson Education Canada

Business Communication Essentials Chapter 8 - 15

The Status of OrdersThe Status of Orders

Ship PartShip Partof the Orderof the Order

Ship PartShip Partof the Orderof the Order

Ship NoneShip Noneof the Orderof the OrderShip NoneShip None

of the Orderof the Order

Page 16: Badnews Messages

©2005 Pearson Education Canada

Business Communication Essentials Chapter 8 - 16

Claims and AdjustmentsClaims and Adjustments

Things to Employ Things to Avoid

Accepting BlameAccepting Blame

AccusationsAccusations

Negative LanguageNegative Language

DefamationDefamation

Courtesy and TactCourtesy and Tact

Indirect ApproachIndirect Approach

UnderstandingUnderstanding

Possible AlternativesPossible Alternatives

Page 17: Badnews Messages

©2005 Pearson Education Canada

Business Communication Essentials Chapter 8 - 17

Organizational NewsOrganizational NewsOperationsProducts

Page 18: Badnews Messages

©2005 Pearson Education Canada

Business Communication Essentials Chapter 8 - 18

Letters ofLetters ofRecommendationRecommendation

RequestedRequestedby Businessesby Businesses

RequestedRequestedby Individualsby Individuals

PracticePracticeDiplomacyDiplomacy

RecognizeRecognizeFeelingsFeelingsBe DirectBe Direct State FactsState Facts

Page 19: Badnews Messages

©2005 Pearson Education Canada

Business Communication Essentials Chapter 8 - 19

Employment Employment ApplicationsApplications

Use a Use a Direct ApproachDirect Approach

State ReasonsState ReasonsClearlyClearly

SuggestSuggestAlternativesAlternatives

Page 20: Badnews Messages

©2005 Pearson Education Canada

Business Communication Essentials Chapter 8 - 20

Performance Performance ReviewsReviews

Review JobRequirements

ProvideFeedback

Develop aPlan of Action

Page 21: Badnews Messages

©2005 Pearson Education Canada

Business Communication Essentials Chapter 8 - 21

NegativeNegativePerformance ReviewsPerformance Reviews

• Confront the problem

• Plan the message

• Maintain privacy

• Focus on the problem

• Obtain commitment