Writing Bad-News

Messages

© Prentice Hall, 2004 Business Communication Essentials Chapter 8 - 1

Three-Step Writing Process

1 2 3
Planning Writing Completing

Analyze the Organize the Revise the

Situation Message Message

Investigate the Compose the Produce the

Topic Message Message

Adapt to the Proofread the

Audience Message

© Prentice Hall, 2004 Business Communication Essentials Chapter 8 - 2

 Strategies for
Bad-News Messages
• Convey the message
• Gain acceptance
• Maintain goodwill
• Promote a good corporate image
• Minimize future correspondence
© Prentice Hall, 2004 Business Communication Essentials Chapter 8 - 3
Audience-Centered Tone

The “You” Attitude

Positive Wording

Respectful Language

© Prentice Hall, 2004 Business Communication Essentials Chapter 8 - 4

 The Direct Approach
Flow of the Message

Bad News Reasons Positive

Close

Step 1 Step 2 Step 3

Substance of the Message

© Prentice Hall, 2004 Business Communication Essentials Chapter 8 - 5

 The Indirect Approach
Flow of the Message

Buffer Reasons Bad Positive

News Close

Step 1 Step 2 Step 3 Step 4

Substance of the Message

© Prentice Hall, 2004 Business Communication Essentials Chapter 8 - 6

 Begin With a Buffer
Sincere

Relevant

Not Misleading

Neutral
© Prentice Hall, 2004 Business Communication Essentials Chapter 8 - 7
 Begin With a Buffer
Respectful

Succinct

Assertive

Brief
© Prentice Hall, 2004 Business Communication Essentials Chapter 8 - 8
 Provide Reasons
That Support the Refusal
• Cover positive points

• Provide relevant details

• Highlight benefits

• Minimize company policy

• Avoid apologizing
© Prentice Hall, 2004 Business Communication Essentials Chapter 8 - 9
 State the Message
De-emphasize the Bad News

Use a Conditional Statement

Focus on the Positive

Avoid Blunt Language

© Prentice Hall, 2004 Business Communication Essentials Chapter 8 - 10
 Close With Confidence
Maintain a Positive Tone

Limit Future Correspondence

Be Optimistic About the Future

Remain Confident and Sincere

© Prentice Hall, 2004 Business Communication Essentials Chapter 8 - 11
 Writing Bad-News
Messages
• Routine requests
• Organizational news
• Employment
information
© Prentice Hall, 2004 Business Communication Essentials Chapter 8 - 12
 Routine
Workplace Requests

Business
Business Invitations
Invitations
Information
Information and
and Favors
Favors

© Prentice Hall, 2004 Business Communication Essentials Chapter 8 - 13

 The Status of Orders

Ship Part
Ship Part Ship
Ship None
None
of the
of the Order
Order of
of the
the Order
Order

© Prentice Hall, 2004 Business Communication Essentials Chapter 8 - 14

 Claims and Adjustments
Things to Employ Things to Avoid

Courtesy and Tact Accepting Blame

Indirect Approach Accusations

Understanding Negative Language

Possible Alternatives Defamation

© Prentice Hall, 2004 Business Communication Essentials Chapter 8 - 15

 Organizational News
Products Operations

© Prentice Hall, 2004 Business Communication Essentials Chapter 8 - 16

 Letters of
Recommendation
Requested Requested
by Businesses by Individuals

Practice Recognize
Be Direct State Facts
Diplomacy Feelings

© Prentice Hall, 2004 Business Communication Essentials Chapter 8 - 17

Employment Applications
Use a
Direct Approach

State Reasons
Clearly

Suggest
Alternatives
© Prentice Hall, 2004 Business Communication Essentials Chapter 8 - 18
Performance Reviews
Review Job
Requirements

Provide
Feedback

Develop a
Plan of Action
© Prentice Hall, 2004 Business Communication Essentials Chapter 8 - 19
 Negative
Performance Reviews
• Confront the problem
• Plan the message
• Maintain privacy
• Focus on the problem
• Obtain commitment
© Prentice Hall, 2004 Business Communication Essentials Chapter 8 - 20