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8/10/2019 Bad News Structure
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Audience Analysis
Bad news Message structure
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Types of messages
Three types:
Positive or neutral
Negative
Persuasive
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Positive
Use direct approach:
Beginning: good news/main idea
Middle: explanation/details
Ending: goodwill or positive statement
Tell the reader what he / she wants to hear.
easiest, most pleasant approach.
basic rule in the direct approach: start with good
news
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Bad News Messages unable to give information
unable to give quotation
cannot deliver requested goods
cannot deliver goods on agreed date
cannot give requested discounts, concession,
favours
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cannot grant credit
cannot grant customers claim
cannot accept delivered goods
application for admission rejected
not selected for job after interview
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Warning memo to an erring employee
Termination of service or contract
Layoff
Complaint
Unfavourable reply to credit enquiry
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Techniques
Get all details correct
Much needed qualities
courtesy,
consideration,
creativity constructiveness.
Creativity = offering constructive solutions, and
offering to cooperate.
Appropriate tone is cooperative: stay with the reader
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Be clear about your purpose
What do you want reader to feel on reading
your letter?
rejected? reassured?
Are you treating reader with respect thoughnot giving what reader wanted?
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Take positive attitude and use positive
language; Emphasise what is rather than what is not
what we cando rather than what we cant
Express negatives in positive terms:
not we close at 5.30 p.m., but we are open till
5.30 p.m.
Avoid unpleasant words:
negligence, carelessness, failure.
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Plan for and manage response
Place negative in positions of low emphasis
Give it a buffer before and after
Apologise for inconvenience / trouble/ problem
Saying, we are sorryor we regretdoes not imply
apology for our fault; it only expressessympathy
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Think carefully of the reason for refusal
Reasons outside your control are emotionally moreacceptable
Reasons based on personal opinion/ judgementmust be explained
Reasons based on business policy must be
carefully justified
A negative reply should never appear wilful orarbitrary
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Offer a substitute
Or make counter offer to reduce
inconvenience
Or help to solve the problem.
And offer to cooperate.
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Organise to make the bad news more
acceptable and build up a positiverelationship.
Do not tell bad news in first paragraph
Use passive voice instead of active voice to
speak of any faults of the reader in order toavoid an unkind, "finger-pointing" tone.
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Bad news letters can be organised in three
parts:
buffer which attempts to state common ground
reasons/justifications (why) and the bad news
(what)
goodwill ending
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Write a posi t ive, fr iendly close
State what will happen next, or what must be
done next.
Appreciation: Thank you for sharing your
concerns with us.
Invitation to future action: We will be happy toreconsider your request for credit when the
economic situation improves.
Alternative: It may be useful to check if anydepartmental or divisional funds are
available.
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Writers action: We shall repair the compressor and
put it into excellent working condition again. Only
the cost of the material will be charged to you.
Readers action: Please send your approval of this
proposal to enable us to begin the repair work.
Willingness to help: We would be happy to work
with you to reduce your liabilities.
Reader benefit: Please consider this proposal and
let us know if it will suit your needs.
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A sample letter refusing request for credit
Para 1- starts with a favourable observation
Para 2objective observations on sound business practices
that influence company credit policy. See how tactfully the
refusal is phrased in the last sentence here. There is no use
of a negative term in the whole para though the request for
credit is not accepted.
Para 3action proposed
Para 4courteous close
Whats next?
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Subject: Credit request
Dear Mr Bedi,
Your October 20 order for Persian paints and supplies suggests that your
company is continuing to make good progress.
To assure yourself of continued progress, we feel certain that you will wantto follow the soundest business practices possible. As you may know, mostfinancial experts say that maintaining a reasonable indebtedness is a mustfor sound growth. About 2:1 ratio of current assets to liabilities is a goodminimum, they say. In the belief that this minimum ratio is best for allconcerned, we extend credit only when it is met. As soon as you reach thisratio, we would like to review your application again.
Meanwhile, we will strive to meet your needs on a cash basis.
We appreciate your interest in Persian paints and look forward to servingyou.
Pratik Tiwari