Class 11: Routine & Bad News Messages · Bad News Messages 3 Step Writing Process Strategies...

Class 11: Routine & Bad News MessagesClass 11: Routine & Bad News Messages

Editing – Style Email/Memo/Letter Format Routine Messages◦ Requesting Information◦ Making a complaint◦ Requesting a Reference Letter

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Bad News Messages◦ 3 Step Writing Process◦ Strategies◦ Audience Centered Tone◦ Direct/Indirect Approaches◦ Types of Bad News Messages

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For normal business situations About day to day activity Rarely complicated Quick, clear, and direct

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3 Step writing process:◦ Step 1: Planning (gather, organise, focus)◦ Step 2: Writing (Drafting)◦ Step 3: Completing (editing)

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3 Step writing process:◦ Step 1: Planning (gather, organise, focus)◦ Step 2: Writing (Drafting)◦ Step 3: Completing (editing)

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Even though messages are short, it is still good to plan the message.

Collect info, organise your thoughts, focus your ideas

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Go over 5 communication strategies Purpose? Objective? Style? Channel? Audience?

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Use the “you” attitude Adapt the message to the readers

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3 Step writing process:◦ Step 1: Planning (gather, organize, focus)◦ Step 2: Writing (Drafting)◦ Step 3: Completing (editing)

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Assume your reader is interested or neutral Assume they will respond positively

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Must have a clear opening (Introduction) State all main ideas (Body) Close Politely (Conclusion)

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3 Step writing process:◦ Step 1: Planning (gather, organize, focus)◦ Step 2: Writing (Drafting)◦ Step 3: Completing (editing)

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Check content, readability, style format. Proofread typos, errors, etc. Read over before sending

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We will look at the strategy for writing routine messages Start with the introduction

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State your request at the beginning Pay attention to your tone Avoid personal intros Be specific (say exactly what you want!)

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Explain and justify your request Include any benefits it might have for your audience

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If you have questions, ask them here. List the most important questions first. Make the questions simple and short (succinct)

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Repeat your specific request including:◦ Time◦ Place

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Say how you can be reached, including:◦ Phone #◦ Email◦ Office◦ Skype◦ Etc…

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End with a polite closing What is a polite closing?

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We will look at three different kinds:◦ Normal requests◦ Complaints◦ Requests for a reference

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We will look at three different kinds:◦ Normal requests◦ Complaints◦ Requests for a reference

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Asking for information or action Opinions? Help?

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State three things:◦ What you want to know◦ Why you want to know it◦ Why the reader should help

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Be clear in your request and your explanation Direct approach◦ Include dates and times

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For fellow employees:◦ Assume they know you◦ Have a clear and detailed subject◦ Email is usually the best channel

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For other companies◦ To ask other customers to provide information or do

something simple

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Always be polite, but not too polite- no need to grovel! Ask clear and numbered questions for an easy reply

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We will look at three different kinds:◦ Normal Request◦ Complaint◦ Request for a reference

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If you are unsatisfied with a service or product◦ Over charging◦ Broken products◦ Impolite salespeople

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Also called “Claims and Adjustments”

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Explain the problem Give the details of the problem Request or suggest action (if known)◦ Be prepared to send other documents (receipts, sales

info, etc)

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Good for you because it leaves a permanent record Must be rational, clear, and polite Assume the reader will agree with you

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Beginning◦ Straightforward explanation of problem

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Middle◦ Complete explanation. Include all specifics and details of

problem. (date purchased, date of issue)

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End◦ Request specific action (if known)◦ Provide contact information

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We will look at three different kinds:

◦ Normal Request◦ Complaint◦ Request for a reference

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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

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You should ask a former teacher, boss, lecturer, etc Follow routine request strategies

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Introduction/opening

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Start by asking permission◦ “Would you please provide me a recommendation…”

Say what position you are applying for and at what company

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

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Body◦ Include a copy of your resume and any useful

information that would make you good for this job (school work, experience)

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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

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No one likes to hear “no” We want to make our message effective and less hurtful

to maintain a good relationship with the audience

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Apply the 3 step writing process◦ Planning◦ Writing◦ Completing

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Planning◦ Analyse the Audience – figure out how they will react◦ Gather important facts to make message more effective

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Writing◦ Define main ideas◦ Cover all relevant points◦ Choose direct/indirect style◦ Pay attention to word choice

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Completing◦ Make sure organisation is good◦ Correct typos, errors, etc.

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Present bad news Have your audience accept news Maintain good relationships Maintain a good image for your company Reduce future messages

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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

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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

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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?

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Intro: Clear Statement of the bad news Body: Reasons for the decision; provide alternatives. Closing: Positive statement to maintain a good

relationship

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Good because it makes message shorter Saves time Use a tactful tone, focus on reasons for your decision

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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

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You should:◦ Use a neutral subject line in emails or memos◦ Use a buffer

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

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

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

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Good Subject Lines◦ Price Change◦ Schedule revised◦ Client Update◦ Claim #2345

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Use these with the indirect approach

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

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re: Coursework assignment re: Meeting Schedule re: Job Application

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In English, saying “I’m sorry” doesn’t always mean you are apologising

It is used quite often

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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

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This is not quite the same as apologising though.

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

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Buffer◦ Be honest, positive, and brief.◦ Don’t trick the audience.

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A good buffer:◦ Does not mislead the reader◦ Is neutral◦ Is relevant◦ Is respectful◦ Is short◦ Is unapologetic

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Agreement Appreciation Co-operation Fairness Good News Praise Resale Understanding

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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

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Give reasons◦ Say positive reasons first, then negative.◦ Show that the decision is fair◦ Provide facts

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Give reasons◦ Don’t say how the news is good for your company◦ Don’t apologise◦ Don’t provide negative comments

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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

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Minimise space Use a conditional phrase (if/when) Say what you can do, not what you can’t

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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

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End it on a positive note Follow the guidelines from the direct approach

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Be sincere Be confident Keep it positive Limit future correspondence Be optimistic

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We will look at the different types of bad news messages that you should know

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Negative Answers to Routine Requests Negative Company News Negative Employment Messages

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Negative Answers to Routine Requests Negative Company News Negative Employment Messages

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Refusing requests for information◦ Use the direct or indirect approach

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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

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Refusing claims and adjustments Use the indirect approach◦ Don’t accept responsibility◦ Don’t blame the customer

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Demonstrate your understanding Explain your refusal Suggest alternative action

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Negative Answers to Routine Requests Negative Company News Negative Employment Messages

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Giving bad news about products◦ Use the direct approach within your own organisation◦ Use the indirect approach for other customers

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Bad news about your company◦ Focus on reasons and possible customer benefits

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Negative Answers to Routine Requests Negative Company News Negative Employment Messages

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Negative employment messages◦ Direct approach when talking about someone else’s job◦ Indirect approach when talking about the reader’s job

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Rejecting reference requests◦ Use tact and consideration◦ Use the indirect approach

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Rejecting job applications◦ Treat reader with respect◦ Use the direct approach

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Tell them they have not been hired Give clear reasons why Suggest alternatives

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Terminating employment◦ Must be especially careful to avoid bad feelings or legal

action

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Practicing routine messages

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Persuasive messages

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