1. In-directness in Messages – Bad News 1 BUS 340 – Business Communication M Wahidul Islam Summer 2014

2. Recap “knowing your audience” “choosing words” “sentence construction” “paragraph construction” “forms of business message” “directness in message”

3. The Three Step Writing Process The Type of Message you are trying to convey will dictate the tone & structure of the message

4. Asses Receiver's Reaction to These Messages Communicating to Employee A that he has been chosen for a promotion and got a raise Communicating to Employee C that he has not been chosen for a promotion, but he got the yearly raise Communicating to Employee B that he has not been chosen for a promotion and he did not get a raise Positive Message Neutral Message Negative Message Directness Indirectness

5. The General Indirect Plan • Use a strategic buffer • Neutral buffer • Positive buffer needs to be used carefully as it may raise reader’s hopes • Setting up the negative news • The reader needs to accept the bad news as positively as possible • Choose an explanatory strategy. • Can be showing the reasons for the negative decision which may help the reader in the long run • Presenting the bad news positively • Write using First and Third person • Careful not to give the wrong impression • Be honest and clear • Offering an alternative solution • Help solve reader’s problem by offering an alternative solution • Helps to maintain goodwill • Ending on a positive note

6. Messages for Refused Requests • Refusing a request involves both saying no and maintaining goodwill • Developing the strategy • Consider why you are refusing • Try to apprehend reader’s reaction and explain the best way possible • Company policy a very common practice, only if it is defensible and is clearly explained • Must not insult / accuse the reader or question his / her understanding • Setting up the explanation in the opening • Handling the refusal positively • The refusal should flow logically from the reasoning • Do not emphasize on the refusal • Use as few words as possible on this • Be clear • Word the refusal as positively

7. Messages for Refused Requests • Using a compromise when practical • By saying “ the best we can do is . . . . “ • Closing with a goodwill • Reader is likely to be unhappy • If your refusal involves a counterproposal, talk more about that • No apologies

8. Ms. Susan We regret to inform you that we cannot grant your request for a donation to the association’s scholarship fund So may requests for contributions are made to us that we have found it necessary to budget a definite amount each year for this purpose. Our budgeted funds for this year have been exhausted, so we simply cannot consider additional requests. However, we will be able to consider your request next year. We deeply regret our inability to help you now and trust that you understand our position. Regards Mark M.

9. Messages for Claims • Directness vs. Indirectness • Using a mixture is the right approach • Directly get to the problem • Delay the request for the adjustment as much as possible • Choosing the right tone • Focus as much as possible on facts, not feelings • Leading into the problem in the beginning • State the problem early but without triggering defensive reactions • Describing the problem clearly • Include concrete evidences • Requesting the correction • Request what is fair. • Either you can write what you want or leave it to the reader • Overcoming negativeness with a fair-minded close • Needs to be cordial

10. Exercise

11. End