class 11: routine & bad news messages · bad news messages 3 step writing process strategies...

Class 11: Routine & Bad News MessagesClass 11: Routine & Bad News Messages

Editing – Style Email/Memo/Letter Format Routine Messages◦ Requesting Information◦ Making a complaint◦ Requesting a Reference Letter

28/08/15Business Communication (BUS-100) 2

Bad News Messages◦ 3 Step Writing Process◦ Strategies◦ Audience Centered Tone◦ Direct/Indirect Approaches◦ Types of Bad News Messages


For normal business situations About day to day activity Rarely complicated Quick, clear, and direct


3 Step writing process:◦ Step 1: Planning (gather, organise, focus)◦ Step 2: Writing (Drafting)◦ Step 3: Completing (editing)


Even though messages are short, it is still good to plan the message.

Collect info, organise your thoughts, focus your ideas


Go over 5 communication strategies Purpose? Objective? Style? Channel? Audience?


Use the “you” attitude Adapt the message to the readers


3 Step writing process:◦ Step 1: Planning (gather, organize, focus)◦ Step 2: Writing (Drafting)◦ Step 3: Completing (editing)


Assume your reader is interested or neutral Assume they will respond positively


Must have a clear opening (Introduction) State all main ideas (Body) Close Politely (Conclusion)


3 Step writing process:◦ Step 1: Planning (gather, organize, focus)◦ Step 2: Writing (Drafting)◦ Step 3: Completing (editing)


Check content, readability, style format. Proofread typos, errors, etc. Read over before sending


We will look at the strategy for writing routine messages Start with the introduction


State your request at the beginning Pay attention to your tone Avoid personal intros Be specific (say exactly what you want!)


Explain and justify your request Include any benefits it might have for your audience


If you have questions, ask them here. List the most important questions first. Make the questions simple and short (succinct)


Repeat your specific request including:◦ Time◦ Place


Say how you can be reached, including:◦ Phone #◦ Email◦ Office◦ Skype◦ Etc…


End with a polite closing What is a polite closing?


We will look at three different kinds:◦ Normal requests◦ Complaints◦ Requests for a reference


Asking for information or action Opinions? Help?


State three things:◦ What you want to know◦ Why you want to know it◦ Why the reader should help


Be clear in your request and your explanation Direct approach◦ Include dates and times


For fellow employees:◦ Assume they know you◦ Have a clear and detailed subject◦ Email is usually the best channel


For other companies◦ To ask other customers to provide information or do

something simple


Always be polite, but not too polite- no need to grovel! Ask clear and numbered questions for an easy reply


We will look at three different kinds:◦ Normal Request◦ Complaint◦ Request for a reference


If you are unsatisfied with a service or product◦ Over charging◦ Broken products◦ Impolite salespeople


Also called “Claims and Adjustments”


Explain the problem Give the details of the problem Request or suggest action (if known)◦ Be prepared to send other documents (receipts, sales

info, etc)


Good for you because it leaves a permanent record Must be rational, clear, and polite Assume the reader will agree with you


Beginning◦ Straightforward explanation of problem


Middle◦ Complete explanation. Include all specifics and details of

problem. (date purchased, date of issue)


End◦ Request specific action (if known)◦ Provide contact information


We will look at three different kinds:

◦ Normal Request◦ Complaint◦ Request for a reference


Many jobs will ask for a reference or a recommendation This is a letter from someone who knows you and will tell

the company about you


You should ask a former teacher, boss, lecturer, etc Follow routine request strategies


Introduction/opening


Start by asking permission◦ “Would you please provide me a recommendation…”

Say what position you are applying for and at what company


If time has passed, repeat how you know this person including the time and place. (School, job, etc)


Body◦ Include a copy of your resume and any useful

information that would make you good for this job (school work, experience)


Closing◦ Include the name and address of the person it should be

sent to and a deadline if there is one◦ Close with a goodwill ending


No one likes to hear “no” We want to make our message effective and less hurtful

to maintain a good relationship with the audience


Apply the 3 step writing process◦ Planning◦ Writing◦ Completing


Planning◦ Analyse the Audience – figure out how they will react◦ Gather important facts to make message more effective


Writing◦ Define main ideas◦ Cover all relevant points◦ Choose direct/indirect style◦ Pay attention to word choice


Completing◦ Make sure organisation is good◦ Correct typos, errors, etc.


Present bad news Have your audience accept news Maintain good relationships Maintain a good image for your company Reduce future messages


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 Words Respectful Language


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


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?


Intro: Clear Statement of the bad news Body: Reasons for the decision; provide alternatives. Closing: Positive statement to maintain a good

relationship


Good because it makes message shorter Saves time Use a tactful tone, focus on reasons for your decision


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


You should:◦ Use a neutral subject line in emails or memos◦ Use a buffer


When using the indirect approach in an email, memo, or letter we must use a neutral subject line.


Our subject line must say what the message is about without saying any bad news


Bad subject lines◦ Prices increase◦ Schedule delayed◦ Another client lost◦ Claim #2345 denied


Good Subject Lines◦ Price Change◦ Schedule revised◦ Client Update◦ Claim #2345


Use these with the indirect approach


For replies to messages and emails, simply hit “reply” in your email client


re: Coursework assignment re: Meeting Schedule re: Job Application


In English, saying “I’m sorry” doesn’t always mean you are apologising

It is used quite often


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


This is not quite the same as apologising though.


Buffer – a neutral transition to bad news Can show agreement, appreciation, fairness, praise, etc.


Buffer◦ Be honest, positive, and brief.◦ Don’t trick the audience.


A good buffer:◦ Does not mislead the reader◦ Is neutral◦ Is relevant◦ Is respectful◦ Is short◦ Is unapologetic


Agreement Appreciation Co-operation Fairness Good News Praise Resale Understanding


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


Give reasons◦ Say positive reasons first, then negative.◦ Show that the decision is fair◦ Provide facts


Give reasons◦ Don’t say how the news is good for your company◦ Don’t apologise◦ Don’t provide negative comments



friendly


Minimise space Use a conditional phrase (if/when) Say what you can do, not what you can’t



friendly


End it on a positive note Follow the guidelines from the direct approach


Be sincere Be confident Keep it positive Limit future correspondence Be optimistic


We will look at the different types of bad news messages that you should know


Negative Answers to Routine Requests Negative Company News Negative Employment Messages


Refusing requests for information◦ Use the direct or indirect approach


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


Refusing claims and adjustments Use the indirect approach◦ Don’t accept responsibility◦ Don’t blame the customer


Demonstrate your understanding Explain your refusal Suggest alternative action


Giving bad news about products◦ Use the direct approach within your own organisation◦ Use the indirect approach for other customers


Bad news about your company◦ Focus on reasons and possible customer benefits


Negative employment messages◦ Direct approach when talking about someone else’s job◦ Indirect approach when talking about the reader’s job


Rejecting reference requests◦ Use tact and consideration◦ Use the indirect approach


Rejecting job applications◦ Treat reader with respect◦ Use the direct approach


Tell them they have not been hired Give clear reasons why Suggest alternatives


Terminating employment◦ Must be especially careful to avoid bad feelings or legal

action


Practicing routine messages


Persuasive messages


class 11: routine & bad news messages · bad news messages 3 step writing process strategies...

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