managerial communication session- good news, neutral, bad news
TRANSCRIPT
-
7/31/2019 Managerial Communication Session- Good News, Neutral, Bad News
1/28
Welcome to
Managerial Communications
Presenter: Rajsee Joshi
N.R. Institute of Business Management
GLS Institute of Computer Technology - MBA, Ahmedabad.hk
-
7/31/2019 Managerial Communication Session- Good News, Neutral, Bad News
2/28
Topics Covered
Writing Good News & Neutral Messages
Writing Bad News Messages
-
7/31/2019 Managerial Communication Session- Good News, Neutral, Bad News
3/28
Good News & Favourable Replies
Granting Requests
Approving Credit Job Acceptance Letters
Thank you messages
Congratulatory messages
-
7/31/2019 Managerial Communication Session- Good News, Neutral, Bad News
4/28
-
7/31/2019 Managerial Communication Session- Good News, Neutral, Bad News
5/28
Congratulatory Messages
Begin by offering congratulations for a specific
accomplishment. Provide extra details that clearly show your
sincerity.
End with emphasis on the receiver.
-
7/31/2019 Managerial Communication Session- Good News, Neutral, Bad News
6/28
Congratulatory Messages
Examples of Key Sentences
Provide extra details that clearly show your sincerity.
You will be an excellent team supervisor.
End with emphasis on the receiver.
Please plan to attend the monthly supervisors meeting on December
22. A copy of the agenda is attached.
Offer congratulations for aspecific accomplishment.
Congratulations on your recent promotion.
-
7/31/2019 Managerial Communication Session- Good News, Neutral, Bad News
7/28
Thank-You Messages Begin with the good news
Offer extra details End with emphasis on the receiver
-
7/31/2019 Managerial Communication Session- Good News, Neutral, Bad News
8/28
Thank-You Message
Examples of Key Sentences
Offer extra details.
This years Walk in the Parkraised Rs. 87,530 for the preservation
and renovation fund.
End with emphasis on the receiver.
Rahi, you are a great volunteer; I look forward to working with you
next year.
Begin with the good news.
Thank you for volunteering during Walk in the Park, the annual
fundraiser for the XYZ Society.
-
7/31/2019 Managerial Communication Session- Good News, Neutral, Bad News
9/28
Neutral Messages
Announcements about:
1. Sales & Events2. Procedures, policies, and responsibilities
Inquires
Replies
Requests
Orders
Acknowledgments
-
7/31/2019 Managerial Communication Session- Good News, Neutral, Bad News
10/28
Inquiries
Begin with a specific question or direct statement.
Include adequate details and additional questions.
End with clear directions for the receiver
-
7/31/2019 Managerial Communication Session- Good News, Neutral, Bad News
11/28
Inquiries
Examples of Key Sentences
Include adequate details and additional questions.
Where will the training class be held?
End with clear directions for the receiver.
Please reply to this e-mail by Tuesday, December 14.
Begin with a specific question or direct statement.
How should I prepare for the computer training class scheduled for
December 22?
-
7/31/2019 Managerial Communication Session- Good News, Neutral, Bad News
12/28
Replies
State the good/neutral news by answering
questions and emphasizing the youattitude. Include any additional pertinent information.
End with a goodwill statement.
-
7/31/2019 Managerial Communication Session- Good News, Neutral, Bad News
13/28
Replies
Examples of Key Sentences
Include any additional pertinent information.
Your computer training will be held in the computer lab on the
second floor of the training center. The room number is E211.
End with a goodwill statement.
Arpan, based on the feedback of previous participants, you will enjoy
learning how the new system applies to your job.
Answer questions, and emphasize the youattitude.
You do not need to prepare for your December 22 computer training
class.
-
7/31/2019 Managerial Communication Session- Good News, Neutral, Bad News
14/28
Requests
State the major request in the first sentence.
Make the request clear with additional details.
End courteously, and close with the action youexpect the receiver to take.
-
7/31/2019 Managerial Communication Session- Good News, Neutral, Bad News
15/28
Requests
Examples of Key Sentences
Make the request clear with additional details.
Include employees full names and their joining dates for MCM
Industries.
Close with the action you expect the receiver to take.
Please send the list via e-mail by Wednesday, December 15.
State the major request in the first sentence.
Raj, please send me the list of all employees who will receive service
awards next year.
-
7/31/2019 Managerial Communication Session- Good News, Neutral, Bad News
16/28
Responses
Provide the answer to the request in a subject line
and/or the first line of the message. Include any additional pertinent information in the
second paragraph.
End with a goodwill statement, and request action
from the receiver.
-
7/31/2019 Managerial Communication Session- Good News, Neutral, Bad News
17/28
Responses
Examples of Key Sentences
Include any additional pertinent information.
Please note that two of the employees who are receiving awards for
20 years of service have breaks in their years of service.
End with a goodwill statement, and request action.
Eva, thank you for coordinating the service award program. Let me
know if you need any additional information.
Provide the answer to the request in the first line.
The list of employees who will receive service awards next year is
attached.
-
7/31/2019 Managerial Communication Session- Good News, Neutral, Bad News
18/28
Orders
Use direct language in the first sentence.
Give complete details.
Include payment information and shippinginstructions.
Indicate when you expect to receive the deliveredgoods.
-
7/31/2019 Managerial Communication Session- Good News, Neutral, Bad News
19/28
Orders
Examples of Key Sentences
Give complete details.
Item No. Description Quantity Unit Price Total
SSP2077 Ergo desk chair 3 $299.00 $897.00
Include information about payment, shipment, and delivery.
Please charge my account and ship the chairs to the above address. I
will expect delivery on January 12.
Use direct language in the first sentence.
Please ship the three chairs described below to my Ahmedabad office.
-
7/31/2019 Managerial Communication Session- Good News, Neutral, Bad News
20/28
Acknowledgments
Indicate that the product was sent or that the service
was approved. State when the buyer should receivethe merchandise or may begin using the service.
Describe quality features of the product or service.You may also describe another closely related
product or service. Encourage future orders.
-
7/31/2019 Managerial Communication Session- Good News, Neutral, Bad News
21/28
Acknowledgments
Examples of Key Sentences
Describe quality features of the product.
Thank you for ordering Ergo desk chairs. You might be interested in
the matching visitor chairs featured on page 34 of our catalog.
Encourage future orders.
For your convenience, you can order any of our products by
telephone or fax. Online ordering is also available at our web site.
Indicate that the product was sent and when it should arrive.
Your order of three Ergo desk chairs left our factory on December 30.
You should receive the chairs before January 12.
-
7/31/2019 Managerial Communication Session- Good News, Neutral, Bad News
22/28
Negative Replies to Requests
Refusing Credit
Refusing Adjustments on Claims and Complaints Acknowledging Orders you cannot fill now or at all
Declining Invitations and Requests for Favours
-
7/31/2019 Managerial Communication Session- Good News, Neutral, Bad News
23/28
Unfavourable UnsolicitedMessages
Announcing Bad News About Prices or Services
Penalizing for Nonconformity to Rules orProcedures
Conveying Other Bad News
-
7/31/2019 Managerial Communication Session- Good News, Neutral, Bad News
24/28
Strategies for Bad-News Messages
I. Buffer
Dont begin with the bad news! The worst start is, "Weregret to inform you."
Start positively (appreciation, agreement, assuranceand understanding, neutral courtesy, sympathy)
II. Explanation/ Analysis of Circumstances
Provide needed details (general to specific), answersto all questions, tactful and logical statements ofreasons.
Give pertinent and tactful favorable then unfavorablefacts
Give your reader what he/she deserves to know why
-
7/31/2019 Managerial Communication Session- Good News, Neutral, Bad News
25/28
Strategies for Bad-News Messages
III Positive, Friendly Closure
Express appreciation Give invitation to future action
Provide easy action and motivation (enclosed replyforms and envelope), willingness to help further,good wishes, hope for improvement, forward look
Avoid the standard "If you have any questions,please call me" closure. Unless you're willing toexplain the reasons for the bad news again, a moreeffective ending looks forward ("We look forward toyour next order.")
-
7/31/2019 Managerial Communication Session- Good News, Neutral, Bad News
26/28
Credit RefusalThank you, Ashish, for your recent inquiry regardingthe status of your credit application.
A number of factors are taken into consideration whenreviewing an application. Length of time at onesresidence and employment are of vital importance-aswell as income, assets, and the payment record of
current and past obligation.
Be assured that al the above information has beencarefully analyzed in your case. Your circumstancesmay improve in the future, at which time we would be
pleased to reconsider your request for credit.
-
7/31/2019 Managerial Communication Session- Good News, Neutral, Bad News
27/28
Acknowledging customers orderThank you for your order of the Special Issue of theElectric Guitar. At $365, it is an exceptional value.
The demand for this deluxe version of the famousElectric Guitar has far exceeded our most optimisticexpectations. We have ordered from the manufacturerin Barcelona, Spain. The latest shipment will be
delivered within 10 days and will be sent to youimmediately.
You should receive your Electric guitar before Jan 1and will be able to enjoy its fine workmanship and
beautiful sound. Enclosed for your interest is a catalog-
-
7/31/2019 Managerial Communication Session- Good News, Neutral, Bad News
28/28
Thank You