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Business CommunicationLecturer: Gareth Jones
Class 7: Routine Business Messages
Business Communication (BUS-101) 2
Bad News Messages◦3 Step Writing Process◦Strategies◦Audience Centered Tone◦Direct/Indirect Approaches◦Types of Bad News Messages
Today
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Business Communication (BUS-101) 3
No one likes to hear “no”We want to make our message effective
and less hurtful to maintain a good relationship with the audience
Bad News Messages
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Business Communication (BUS-101) 4
Apply the 3 step writing process◦Planning◦Writing◦Completing
Bad News Messages
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Business Communication (BUS-101) 5
Planning◦Analyse the Audience – figure out how they
will react◦Gather important facts to make message
more effective
Bad News Messages
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Business Communication (BUS-101) 6
Writing◦Define main ideas◦Cover all relevant points◦Choose direct/indirect style◦Pay attention to word choice
Bad News Messages
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Business Communication (BUS-101) 7
Completing◦Make sure organisation is good◦Correct typos, errors, etc.
Bad News Messages
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Business Communication (BUS-101) 8
Present bad newsHave your audience accept newsMaintain good relationshipsMaintain a good image for your companyReduce future messages
Strategies
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Business Communication (BUS-101) 9
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 WordsRespectful Language
Strategies
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Business Communication (BUS-101) 10
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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Strategies
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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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Strategies
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Intro: Clear Statement of the bad newsBody: Reasons for the decision; provide
alternatives.Closing: Positive statement to maintain a
good relationship
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Direct Approach
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Good because it makes message shorterSaves timeUse a tactful tone, focus on reasons for
your decision
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Direct Approach
Business Communication (BUS-101) 14
Open with a BufferLogical, neutral explanation of reasonsClear statement of the bad newsClose with a positive statement that is
helpful and friendly
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Indirect Approach
Business Communication (BUS-101) 15
You should:◦Use a neutral subject line in emails or
memos◦Use a buffer
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Indirect Approach
When using the indirect approach in an email, memo, or letter we must use a neutral subject line.
Neutral subject lines
Our subject line must say what the message is about without saying any bad news
Neutral subject lines
Bad subject lines Prices increase Schedule delayed Another client lost Claim #2345 denied
Neutral subject lines
Good Subject Lines Price Change Schedule revised Client Update Claim #2345
Neutral subject lines
Use these with the indirect approach
Neutral subject lines
For replies to messages and emails, simply hit “reply” in your email client
Neutral subject lines
re: Coursework assignment re: Meeting Schedule re: Job Application
Neutral subject lines
In English, saying “I’m sorry” doesn’t always mean you are apologising
It is used quite often
I’m sorry
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
I’m sorry
This is not quite the same as apologising though.
I’m sorry
Business Communication (BUS-101) 26
Buffer – a neutral transition to bad newsCan show agreement, appreciation,
fairness, praise, etc.
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Indirect Approach
Business Communication (BUS-101) 27
Buffer◦Be honest, positive, and brief.◦Don’t trick the audience.
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Indirect Approach
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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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Indirect Approach
Business Communication (BUS-101) 29
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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Indirect Approach
Business Communication (BUS-101) 30
Give reasons◦Say positive reasons first, then negative.◦Show that the decision is fair◦Provide facts
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Indirect Approach
Business Communication (BUS-101) 31
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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Indirect Approach
Business Communication (BUS-101) 32
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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Indirect Approach
Business Communication (BUS-101) 33
Minimise SpaceUse a Conditional phrase (if/when)Say what you can do, not what you can’t
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Indirect Approach
Business Communication (BUS-101) 34
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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Indirect Approach
Business Communication (BUS-101) 35
End it on a positive note.Follow the guidelines from the direct
approach
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Indirect Approach
Business Communication (BUS-101) 36
Be sincereBe confidentKeep it positiveLimit future correspondenceBe optimistic
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Indirect Approach
Business Communication (BUS-101) 37
We will look at the different types of bad news messages that you should know
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Indirect Approach
Business Communication (BUS-101) 38
Negative Answers to Routine RequestsNegative Company NewsNegative Employment Messages
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Types of Bad News
Business Communication (BUS-101) 39
Negative Answers to Routine RequestsNegative Company NewsNegative Employment Messages
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Types of Bad News
Business Communication (BUS-101) 40
Refusing requests for information◦Use the direct or indirect approach
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Types of Bad News
Business Communication (BUS-101) 41
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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Types of Bad News
Business Communication (BUS-101) 42
Refusing claims and adjustmentsUse the indirect approach◦Don’t accept responsibility◦Don’t blame the customer
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Types of Bad News
Business Communication (BUS-101) 43
Demonstrate your understandingExplain your refusalSuggest alternative action
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Types of Bad News
Business Communication (BUS-101) 44
Negative Answers to Routine RequestsNegative Company NewsNegative Employment Messages
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Types of Bad News
Business Communication (BUS-101) 45
Giving bad news about products◦Use the direct approach within your own
organisation◦Use the indirect approach for other
customers
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Types of Bad News
Business Communication (BUS-101) 46
Bad news about your company◦Focus on reasons and possible customer
benefits
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Types of Bad News
Business Communication (BUS-101) 47
Negative Answers to Routine Requests
Negative Company NewsNegative Employment Messages
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Types of Bad News
Business Communication (BUS-101) 48
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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Types of Bad News
Business Communication (BUS-101) 49
Rejecting reference requests◦Use tact and consideration◦Use the indirect approach
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Types of Bad News
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Rejecting job applications◦Treat reader with respect◦Use the direct approach
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Types of Bad News
Business Communication (BUS-101) 51
1. Tell them they have not been hired2. Give clear reasons why3. Suggest alternatives
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Types of Bad News
Business Communication (BUS-101) 52
Terminating employment◦Must be especially careful to avoid bad
feelings or legal action
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Types of Bad News
Business Communication (BUS-101) 53
Persuasive messages
4th December 2009
Next time
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