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Organizing Business Messages

DIRECT STRATEGY. Organizing Business Messages. Main idea comes first followed by details and explanations. INDIRECT STRATEGY. Explanation precedes main idea. Organizing Business Messages. Saves reader’s time Sets a proper frame of mind Prevents frustration Appears businesslike.

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Organizing Business Messages

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  1. DIRECT STRATEGY Organizing Business Messages Main idea comes first followed by details and explanations

  2. INDIRECT STRATEGY Explanation precedes main idea Organizing Business Messages

  3. Saves reader’s time • Sets a proper frame of mind • Prevents frustration • Appears businesslike DIRECT STRATEGY INDIRECT STRATEGY • Respects feelings of audience • Encourages a fair hearing • Minimizes a negative reaction Advantages

  4. The Five Ss Be selfless. Be specific. Keep the message short. Tips for Writing Goodwill Messages Be spontaneous. Be sincere.

  5. The Five Ss Be selfless. Discuss the receiver, not the sender.

  6. The Five Ss Be specific. Instead of generic statements (You did a good job), include special details (Your marketing strategy to target key customers proved to be outstanding).

  7. The Five Ss Show your honest feelings with conversational, unpretentious language(We’re all very proud of your award). Be sincere.

  8. The Five Ss Strive to make the message natural, fresh, and direct. Avoid canned phrases (If I may be of service, please do nothesitate...). Be spontaneous.

  9. Keep the message short. Remember that, although they may be as long as needed, most goodwill messages are fairly short. The Five Ss

  10. Goals in Communicating Bad News Acceptance—strive to help receiver understand and accept the bad news. Positiveimage—promote good image of yourself and your organization. Strive to reduce bad feelings. Convey fairness. Messageclarity—make the message so clear that no further correspondence is necessary. Protection—avoid creating legal liability.

  11. Common Reactions to Negative Information • Goods cannot be delivered as promised • Product failure • Credit refusal • Billing error • Disappointment • Irritation • Anger

  12. You Can Usually Diminish Negative Feelings if • The reader knows the reasons for the rejection • The bad news is revealed with sensitivity • Disappointment • Irritation • Anger

  13. The Indirect Strategy Buffer Reasons Bad News Closing Using theindirectstrategy to communicate bad news appeals torelationship-oriented writerswho care about how a message will affect its receiver.

  14. Possible Buffers for OpeningBad-News Messages Buffer Reasons Bad News Closing • Best news • Compliment • Appreciation • Agreement Facts Understanding Apology

  15. Possible Buffers for OpeningBad-News Messages Buffer Reasons Bad News Closing • Best news • Compliment • Appreciation • Agreement Facts Understanding Apology

  16. Evaluating Buffer Statements Quick Check How effective are the following openings for a letter that refuses to grant credit? Unfortunately, your application for credit has been reviewed negatively. Reveals the bad news bluntly. We sincerely regret that we must deny your credit application. Sounds phony and canned.

  17. Evaluating Buffer Statements How effective are the following openings for a letter that refuses to grant credit? We are delighted to receive your application for credit. Gives the wrong impression. The recent resurgence of interest in the stock market caught many of us by surprise. Is not relevant.

  18. Evaluating Buffer Statements How effective are the following openings for a letter that refuses a request for a donation? Your request for a monetary contribution has been referred to me for reply. Fails to engage the reader. We appreciate the fine work your organization is doing to provide early childhood programs that meet the needs of parents and very young children. Compliments reader and implies approval.

  19. Presenting the Reasons Buffer Reasons Bad News Closing Be cautious in explaining. Cite reader benefits, if possible. Explain company policy, if relevant. Choose positive words. Show that the matter was treated seriously and fairly.

  20. To reveal the bad news with sensitivity, apply the following techniques forCushioning Bad News: Buffer Reasons Bad News Closing

  21. Avoid the spotlight. Use a long sentence. Use the passive voice. Techniques for Cushioning Bad News Suggest a compromise or an alternative. Place the bad news in a subordinate clause. Imply the refusal. Be clear but not overly graphic. 0

  22. Cushioning the Bad News • Avoid the spotlight.Put the bad news in the middle of a paragraph halfway through the message. • Use a long sentence.Don’t put the bad news in a short, simple sentence.

  23. Cushioning the Bad News • Place the bad news in a subordinate clause. Although we have no opening for an individual with your qualifications at this time, we are pleased that you thought of us when you started your job search.

  24. Cushioning the Bad News • Consider using passive voice verbs. Passive-voice verbs focus attention on actions rather than on personalities. They are useful in being tactful. Instead of this We cannot make a contribution at this time. Try this A contribution cannot be made at this time.

  25. Cushioning the Bad News • Consider using passive voice verbs. Active voice I cannot allow you to return the DVD player because . . . . Passive voice Return of the DVD player is not allowed because . . . . Ryan checked the report, but he missed the error. The report was checked, but the error was missed.

  26. Notice that passive-voice verb phrases always include “helper” verbs, such as is, are, was, were, being, or been. Cushioning the Bad News • Examples of “helper” verbs forming passive voice: • The report was checked. • The schedule is being revised. • Invitations were sent.

  27. Quick Check Convert the following statements from active to passive voice. I am unable to make a cash contribution this year because of unusually high expenses. A cash contribution cannot be made this year because of unusually high expenses. We cannot process your application this month. Your application cannot be processed this month.

  28. Convert the following statements from active to passive voice. We sell our products only through franchised retailers. Our products are sold only through franchised retailers. Mark made a programming error that delayed our project. A programming error was made that delayed our project.

  29. Closing Bad-News Messages Buffer Reasons Bad News Closing • Freebies • Resale or sales promotion • A forward look • An alternative to the refusal • Good wishes Avoid endings that sound canned, insincere, inappropriate, or self-serving. Try to personalize the closing with

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