organizing business messages
DESCRIPTION
DIRECT STRATEGY. Organizing Business Messages. Main idea comes first followed by details and explanations. INDIRECT STRATEGY. Explanation precedes main idea. Organizing Business Messages. Saves reader’s time Sets a proper frame of mind Prevents frustration Appears businesslike. - PowerPoint PPT PresentationTRANSCRIPT
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OrganizingBusiness
Messages
DIRECT STRATEGY
Main idea comesfirst followed by
details and explanations
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OrganizingBusiness
Messages INDIRECT STRATEGY
Explanation precedes main idea
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Advantages
DIRECT STRATEGY
Saves reader’s time Sets a proper frame of mind Prevents frustration Appears businesslike
INDIRECT STRATEGY
Respects feelings of audience Encourages a fair hearing Minimizes a negative reaction
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Keep themessage
short.
Bespontaneous.
Be sincere.
Bespecific.
Beselfless.
Tips for WritingGoodwillMessages
The Five Ss
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Beselfless.
Discuss the receiver, not the sender.
The Five Ss
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Bespecific.Instead of generic statements
(You did a good job), includespecial details (Your marketing
strategy to target keycustomers proved to be
outstanding).
The Five Ss
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Be sincere.
Show your honest feelingswith conversational,
unpretentious language(We’re all very proud
of your award).
The Five Ss
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Bespontaneous.
Strive to make the message natural, fresh, and direct.
Avoid canned phrases (If I may be of service, please do not
hesitate...).
The Five Ss
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Keep themessage
short. Remember that, although they may be as long
as needed, most goodwill messages are
fairly short.
The Five Ss
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Chapter 7, Slide 12Mary Ellen Guffey, Essentials of Business Communication, 8e
Goals in Communicating Bad News
Acceptance—strive to help receiver understand and accept the bad news.
Positive image—promote good image of yourself and your organization. Strive to reduce bad feelings. Convey fairness.
Message clarity—make the message so clear that no further correspondence is necessary.
Protection—avoid creating legal liability.
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Disappointment Irritation Anger
Common Reactions to Negative Information
Goods cannot be delivered as promised
Product failure Credit refusal Billing error
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You Can Usually Diminish Negative Feelings if
The reader knows the reasons for the rejection
The bad news is revealed with sensitivity
Disappointment Irritation Anger
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Buffer Reasons BadNewsClosing
The Indirect Strategy
Using the indirect strategy to communicate bad news appeals torelationship-oriented writers who care about how a message will affect its receiver.
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Possible Buffers for OpeningBad-News Messages
• Facts• Understanding• Apology
Reasons Bad News Closing
Best news Compliment Appreciation Agreement
Buffer
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Possible Buffers for OpeningBad-News Messages
• Facts• Understanding• Apology
Reasons Bad News Closing
Best news Compliment Appreciation Agreement
Buffer
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Quick Check
How effective are the following openings for a letter that refuses to grant credit?
Reveals the bad news bluntly.
Sounds phony and canned.
Unfortunately, your application for credit has been reviewed negatively.
We sincerely regret that we must deny your credit application.
Evaluating Buffer Statements
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Gives the wrong impression.
We are delighted to receive your application for credit.
The recent resurgence of interest in the stock market caught many of us by surprise.
Is not relevant.
How effective are the following openings for a letter that refuses to grant credit?
Evaluating Buffer Statements
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How effective are the following openings for a letter that refuses a request for a donation?
Fails to engage the reader.
Compliments reader and implies approval.
Your request for a monetary contribution has been referred to me for reply.We appreciate the fine work your organization is doing to provide early childhood programs that meet the needs of parents and very young children.
Evaluating Buffer Statements
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Presenting the Reasons
• Be cautious in explaining.• Cite reader benefits, if possible.• Explain company policy, if relevant.• Choose positive words.• Show that the matter was treated
seriously and fairly.
Buffer BadNewsClosingReasons
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To reveal the bad news with sensitivity, apply the following techniques for
Cushioning Bad News:
Buffer Reasons ClosingBadNews
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Use thepassivevoice.
Suggesta compromise
or an alternative.
Implythe
refusal.
Be clearbut not
overly graphic.
Place thebad news
in a subordinateclause.
Use along
sentence.
Avoidthe
spotlight.
Techniques forCushioningBad News
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Use a long sentence. Don’t put the bad news in a short, simple sentence.
Avoid the spotlight. Put the bad news in the middle of a paragraph halfway through the message.
Cushioning the Bad News
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Cushioning the Bad News
Place the bad news in a subordinate clause.Although we have no opening for an individual with your qualifications at this time, we are pleased that you thought of us when you started your job search.
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Cushioning the Bad News
Consider using passive voice verbs.
Instead of this We cannot make a contribution at this time.
Try this A contribution cannot be made at this time.
Passive-voice verbs focus attention on actions rather than on personalities. They are useful in being tactful.
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Active voiceI cannot allow you to return the DVD player because . . . .
Passive voiceReturn of the DVD player is not allowed because . . . .
Ryan checked the report, but he missed the error.
The report was checked, but the error was missed.
Cushioning the Bad News
Consider using passive voice verbs.
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Notice that passive-voice verb phrases always include “helper” verbs, such as is, are, was, were, being, or been.
Examples of “helper” verbs forming passive voice:
The report was checked. The schedule is being revised. Invitations were sent.
Cushioning the Bad News
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Quick Check
Convert the following statements from active to passive voice.
A cash contribution cannot be made this year because of unusually high expenses.
I am unable to make a cash contribution this year because of unusually high expenses.
We cannot process your application this month.
Your application cannot be processed this month.
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Our products are sold only through franchised retailers.
We sell our products only through franchised retailers.
Mark made a programming error that delayed our project.
A programming error was made that delayed our project.
Convert the following statements from active to passive voice.
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Closing Bad-News Messages
Avoid endings that sound canned, insincere, inappropriate, or self-serving. Try to personalize the closing with
Buffer Reasons BadNews Closing
Freebies Resale or sales
promotion
A forward look An alternative to the
refusal Good wishes