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10 - 1 PowerPoint Presentation

10 - 1

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  1. 10 - 1 Business Communication: Process and Product, Mary Ellen Guffey, South-Western.

  2. Goals in CommunicatingBad News • To make the reader understand and accept the bad news • To promote and maintain a good image of the writer and the writer’s organization • To make the message so clear that additional correspondence is unnecessary • To avoid legal liability 10 - 2

  3. The Indirect Pattern • BUFFER – a neutral or positive opening that does not reveal the bad news • REASONS – an explanation of the causes for the bad news • BAD NEWS – a clear but understated announcement of the bad news that may include an alternative or compromise • CLOSE – a personalizing, forward-looking, pleasant statement 10 - 7

  4. REFUSING ROUTINE REQUESTS 10 - 13

  5. Buffer • Pay a compliment, show appreciation for past action, or refer to something mutually understood. • Avoid raising false hopes. • Avoid thanking the receiver for something you are about to refuse. 10 - 14

  6. Reasons • Explain why the request must be denied, without revealing the refusal. • Avoid negativity (unfortunately, impossible). • Show how your decision benefits the receiver or others, if possible. 10 - 15

  7. Bad News • Soften the bad news by • (1) subordinating it (although we can’t loan our equipment, we can……) • (2) embedding it in a long sentence or paragraph. 10 - 16

  8. Bad News • Consider implying the refusal, but be certain it is clear. • Suggest an alternative, if one exists. 10 - 17

  9. Close • Supply more information about an alternative, if one is offered. • Look forward to future relations. • Offer good wishes and compliments. • Avoid referring to the refusal. 10 - 18

  10. SENDING BAD NEWSTO CUSTOMERS 10 - 19

  11. Buffer • Express appreciation for the customer’s patronage or for his or her writing. • Show agreement on some point, review the facts, or show understanding. 10 - 20

  12. Reasons • Justify the bad news with objective reasons (except in credit denials). • Avoid blaming the customer or hiding behind company policy. • Look for reader benefits. 10 - 21

  13. Bad News • State the bad news objectively or imply it. 10 - 22

  14. Close • Suggest an action or an alternative. • Look forward to future business, offer best wishes, refer to gifts. • Don’t mention the bad news. 10 - 23

  15. MANAGING NEGATIVE ORGANIZATION NEWS 10 - 24

  16. Buffer • Provide some good news (if possible), praise, appreciation, agreement, or understanding. • Discuss facts leading to the reasons section. 10 - 25

  17. Reasons • Explain what caused the decision necessitating the bad news. • Use objective, nonjudgmental, and nondiscriminatory language. • Show empathy and fairness. 10 - 26

  18. Bad News • Explain the bad news clearly, but don’t accentuate it. • Avoid negative language. 10 - 27

  19. Close • End on a positive, friendly note. • For job refusals, extend good wishes. 10 - 28