Business Communication Workshop

1. Business Communication Workshop Course Coordinator: Ayyaz Qadeer Lecture # 17

2. Bad-News Messages

3. Recapitulation • We have discussed how to resolve Business Problems • The Three-Step writing process • Strategies for Bad-News Messages: When delivering bad news, you have five main goals • How to create an Effective Audience-Centered Tone • Indirect (Inductive) Organizational Plan: Bad News Plan

4. Recapitulation • If you know your audience can handle bad news first, use the direct approach • Buffer statements: Possible Buffers for opening Bad-News Messages • Evaluation of Buffer statements: Possible issues in writing Buffer in the opening paragraph • Characteristics of good Refusal Messages • Techniques for deemphasizing Bad News

5. Active voice: I cannot allow you to return the DVD player because . . . . Passive voice: Return of the DVD player is not allowed because . . . . Using the Passive Voice • Passive-voice verbs focus attention on actions rather than on personalities. They are useful in being tactful.

6. Active voice: Ryan checked the report, but he missed the error. Passive voice: The report was checked, but the error was missed. Using the Passive Voice • Passive-voice verbs focus attention on actions rather than on personalities. They are useful in being tactful.

7. Using the Passive Voice Notice that passive-voice verb phrases always include “helper” verbs.

8. Using the Passive Voice • Examples of “helper” verbs forming passive voice: • The report was checked. • The schedule is being revised. • Invitations were sent.

9. Try Your Skill Convert the following statement from active to passive voice. • I am unable to make a cash contribution this year because of unusually high taxes. A cash contribution cannot be made this year because of unusally high taxes.

10. Try Your Skill Convert the following statement from active to passive voice. • We cannot process your application this month. Your application cannot be processed this month.

11. Try Your Skill Convert the following statement from active to passive voice. • I have examined your employment record and found that you have little cost accounting experience. Examination of your employment record has revealed that you have little cost accounting experience.

12. Try Your Skill Convert the following statement from active to passive voice. • Mark made a programming error that delayed our project. A programming error was made that delayed our project.

13. Ending Bad-News Message • Keep it positive. • Limit future correspondence on the matter. • Be optimistic about the future and don’t anticipate problems. • Be sincere. • Be confident.

14. Types of RoutineBad-News Messages • Refusing information • Refusing invitations and other requests • Giving bad news about orders • Refusing claims and requests for adjustments

15. Refusing Claims and Requests for Adjustments • Avoid language that would have a negative impact on the reader. • Don’t be guilty of defamation. • Avoid abusive language. • Express your personal opinions in a letter using your own stationery. • Provide accurate information; stick to facts. • Don’t send messages out of anger or malice. • Consult your company’s legal department • Communicate honestly.

16. Sending Negative Employment Messages • What is the best way to handle each of the following? • Refusing requests for recommendations • Rejecting job applicants • Giving negative performance reviews • Some guidelines for giving negative performance reviews.

17. Writing Plan for Refusing Requests or Claims Buffer • Start with a neutral statement on which both reader and writer can agree, such as a compliment, an expression of appreciation, a quick review of the facts, or an apology. • Try to include a key idea or word that acts as a transition to the explanation.

18. Writing Plan for Refusing Requests or Claims Reasons • Present valid reasons for the refusal, avoiding words that create a negative tone. • Include resale or sales promotion, if appropriate. Bad News • Soften the blow by positioning the bad news strategically, using the passive voice, accentuating the positive, or implying a refusal. • Suggest a compromise or substitute, if possible.

19. Writing Plan for Refusing Requests or Claims Closing • Renew good feelings with a positive statement. • Look forward to continued business. • Avoid referring to the bad news.

20. Writing Plan for Announcing Bad News to Customers and Employees Buffer • Open with a compliment, appreciation, facts, or some form of good news. • Include a key idea that leads from the opening to the reasons.

21. Writing Plan for Announcing Bad News to Customers and Employees Reasons • Explain the logic behind the bad news. • Use positive words. • Try to show reader benefits, if possible. Bad News • Position the bad news so that it does not stand out. Consider implying the bad news. • Suggest a compromise or substitute, if possible.

22. Writing Plan for Announcing Bad News to Customers and Employees Closing • Look forward positively. • Provide information about an alternative, if appropriate.

23. Guidelines: Negative Performance Reviews • Confront the problem right away. • Plan your message. • Deliver the message in private. • Focus on the problem. • Ask for a commitment from the employee.

24. Recapitulation • How to use effective expressions in delivering Bad News Messages: Passive Voice • Ending Bad-News Message: • Limit future correspondence on the matter. • Keep it positive • Be optimistic about the future and don’t anticipate problems. • Be sincere. • Be confident Types of Routine Bad-News Message • Refusing information • Refusing invitations and other requests • Giving bad news about orders • Refusing claims and requests for adjustments

25. Recapitulation • Refusing Claims and Requests for Adjustments • Sending Negative Employment Messages • Writing Plan for Refusing Requests or Claims • Writing Plan for Announcing Bad News to Customers and Employees • Guidelines: Negative Performance Reviews

26. Thank You