lecturer: gareth jones class 11: routine & bad news messages
TRANSCRIPT
Lecturer: Gareth JonesLecturer: Gareth JonesClass 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
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Bad News Messages◦ 3 Step Writing Process◦Strategies◦Audience Centered Tone◦Direct/Indirect Approaches◦ Types of Bad News Messages
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For normal business situations About day to day activity Rarely complicated Quick, clear, and direct
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3 Step writing process:◦Step 1: Planning (gather, organise, focus)◦Step 2: Writing (Drafting)◦Step 3: Completing (editing)
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3 Step writing process:◦Step 1: Planning (gather, organise, focus)◦Step 2: Writing (Drafting)◦Step 3: Completing (editing)
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Even though messages are short, it is still good to plan the message.
Collect info, organise your thoughts, focus your ideas
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Go over 5 communication strategies Purpose? Objective? Style? Channel? Audience?
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Use the “you” attitude Adapt the message to the readers
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3 Step writing process:◦Step 1: Planning (gather, organize, focus)◦Step 2: Writing (Drafting)◦Step 3: Completing (editing)
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Assume your reader is interested or neutral Assume they will respond positively
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Must have a clear opening (Introduction) State all main ideas (Body) Close Politely (Conclusion)
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3 Step writing process:◦Step 1: Planning (gather, organize, focus)◦Step 2: Writing (Drafting)◦Step 3: Completing (editing)
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Check content, readability, style format. Proofread typos, errors, etc. Read over before sending
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We will look at the strategy for writing routine messages Start with the introduction
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State your request at the beginning Pay attention to your tone Avoid personal intros Be specific (say exactly what you want!)
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Explain and justify your request Include any benefits it might have for your audience
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If you have questions, ask them here. List the most important questions first. Make the questions simple and short (succinct)
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Repeat your specific request including:◦ Time◦Place
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Say how you can be reached, including:◦Phone #◦Email◦Office◦Skype◦Etc…
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End with a polite closing What is a polite closing?
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We will look at three different kinds:◦Normal requests◦Complaints◦Requests for a reference
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We will look at three different kinds:◦Normal requests◦Complaints◦Requests for a reference
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Asking for information or action Opinions? Help?
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State three things:◦What you want to know◦Why you want to know it◦Why the reader should help
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Be clear in your request and your explanation Direct approach◦ Include dates and times
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For fellow employees:◦Assume they know you◦Have a clear and detailed subject◦Email is usually the best channel
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For other companies◦ To ask other customers to provide information or do
something simple
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Always be polite, but not too polite- no need to grovel! Ask clear and numbered questions for an easy reply
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We will look at three different kinds:◦Normal Request◦Complaint◦Request for a reference
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If you are unsatisfied with a service or product◦Over charging◦Broken products◦ Impolite salespeople
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Also called “Claims and Adjustments”
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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)
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Good for you because it leaves a permanent record Must be rational, clear, and polite Assume the reader will agree with you
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Beginning◦Straightforward explanation of problem
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Middle◦Complete explanation. Include all specifics and details of
problem. (date purchased, date of issue)
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End◦Request specific action (if known)◦Provide contact information
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We will look at three different kinds:
◦Normal Request◦Complaint◦Request for a reference
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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
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You should ask a former teacher, boss, lecturer, etc Follow routine request strategies
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Introduction/opening
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Start by asking permission◦ “Would you please provide me a recommendation…”
Say what position you are applying for and at what company
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If time has passed, repeat how you know this person including the time and place. (School, job, etc)
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Body◦ Include a copy of your resume and any useful
information that would make you good for this job (school work, experience)
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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
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No one likes to hear “no” We want to make our message effective and less hurtful
to maintain a good relationship with the audience
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Apply the 3 step writing process◦Planning◦Writing◦Completing
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Planning◦Analyse the Audience – figure out how they will react◦Gather important facts to make message more effective
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Writing◦Define main ideas◦Cover all relevant points◦Choose direct/indirect style◦Pay attention to word choice
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Completing◦Make sure organisation is good◦Correct typos, errors, etc.
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Present bad news Have your audience accept news Maintain good relationships Maintain a good image for your company Reduce future messages
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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
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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
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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?
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Intro: Clear Statement of the bad news Body: Reasons for the decision; provide alternatives. Closing: Positive statement to maintain a good
relationship
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Good because it makes message shorter Saves time Use a tactful tone, focus on reasons for your decision
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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
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You should:◦Use a neutral subject line in emails or memos◦Use a buffer
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When using the indirect approach in an email, memo, or letter we must use a neutral subject line.
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Our subject line must say what the message is about without saying any bad news
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Bad subject lines◦Prices increase◦Schedule delayed◦Another client lost◦Claim #2345 denied
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Good Subject Lines◦Price Change◦Schedule revised◦Client Update◦Claim #2345
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Use these with the indirect approach
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For replies to messages and emails, simply hit “reply” in your email client
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re: Coursework assignment re: Meeting Schedule re: Job Application
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In English, saying “I’m sorry” doesn’t always mean you are apologising
It is used quite often
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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
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This is not quite the same as apologising though.
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Buffer – a neutral transition to bad news Can show agreement, appreciation, fairness, praise, etc.
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Buffer◦Be honest, positive, and brief.◦Don’t trick the audience.
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A good buffer:◦Does not mislead the reader◦ Is neutral◦ Is relevant◦ Is respectful◦ Is short◦ Is unapologetic
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Agreement Appreciation Co-operation Fairness Good News Praise Resale Understanding
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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
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Give reasons◦Say positive reasons first, then negative.◦Show that the decision is fair◦Provide facts
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Give reasons◦Don’t say how the news is good for your company◦Don’t apologise◦Don’t provide negative comments
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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
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Minimise space Use a conditional phrase (if/when) Say what you can do, not what you can’t
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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
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End it on a positive note Follow the guidelines from the direct approach
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Be sincere Be confident Keep it positive Limit future correspondence Be optimistic
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We will look at the different types of bad news messages that you should know
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Negative Answers to Routine Requests Negative Company News Negative Employment Messages
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Negative Answers to Routine Requests Negative Company News Negative Employment Messages
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Refusing requests for information◦Use the direct or indirect approach
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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
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Refusing claims and adjustments Use the indirect approach◦Don’t accept responsibility◦Don’t blame the customer
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Demonstrate your understanding Explain your refusal Suggest alternative action
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Negative Answers to Routine Requests Negative Company News Negative Employment Messages
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Giving bad news about products◦Use the direct approach within your own organisation◦Use the indirect approach for other customers
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Bad news about your company◦ Focus on reasons and possible customer benefits
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Negative Answers to Routine Requests Negative Company News Negative Employment Messages
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Negative employment messages◦Direct approach when talking about someone else’s job◦ Indirect approach when talking about the reader’s job
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Rejecting reference requests◦Use tact and consideration◦Use the indirect approach
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Rejecting job applications◦ Treat reader with respect◦Use the direct approach
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Tell them they have not been hired Give clear reasons why Suggest alternatives
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Terminating employment◦Must be especially careful to avoid bad feelings or legal
action
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Practicing routine messages
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Persuasive messages
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