Scribd Logo
Upload

Welcome to Scribd!

  • CH 8 Student - S

    Uploaded by

    Giang Võ
    6 views21 pages
    The document discusses communicating bad news messages in business situations. It provides guidelines for planning a bad news message, including assessing the context and audience, organizing the message, and choosing an appropriate medium. The document advises establishing a relationship with the reader in an opening statement before justifying decisions with positive language and stating the bad news definitively yet impartially. Overall messages should be planned to clearly communicate the news and rationale while maintaining goodwill and the company's reputation.

    Original Description:

    k có mô tả

    Original Title

    Ch 8 Student_s PPT

    Copyright

    © © All Rights Reserved

    Available Formats

    PPTX, PDF, TXT or read online from Scribd

    Did you find this document useful?

    Is this content inappropriate?

    Report this Document
    The document discusses communicating bad news messages in business situations. It provides guidelines for planning a bad news message, including assessing the context and audience, organizing the message, and choosing an appropriate medium. The document advises establishing a relationship with the reader in an opening statement before justifying decisions with positive language and stating the bad news definitively yet impartially. Overall messages should be planned to clearly communicate the news and rationale while maintaining goodwill and the company's reputation.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    Download as pptx, pdf, or txt
    6 views21 pages

    CH 8 Student - S

    Uploaded by

    Giang Võ
    The document discusses communicating bad news messages in business situations. It provides guidelines for planning a bad news message, including assessing the context and audience, organizing the message, and choosing an appropriate medium. The document advises establishing a relationship with the reader in an opening statement before justifying decisions with positive language and stating the bad news definitively yet impartially. Overall messages should be planned to clearly communicate the news and rationale while maintaining goodwill and the company's reputation.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    Download as pptx, pdf, or txt
    of 21

    Copyright © 2015 Cengage Learning

    Chapter 8

    Bad-News Messages
    Bad-News Messages

    Examples Planning

    Replying Announcing
    Copyright © 2015 Cengage Learning

    2
    Bad-News Messages

    Examples Planning

    Replying Announcing
    Copyright © 2015 Cengage Learning

    3
    Bad-News Messages

    Examples Planning

    Replying Announcing
    Copyright © 2015 Cengage Learning

    4
    Goals in Communicating Bad News

    Make your decision clear

    YURI ARCURS/FOTOLIA
    Help your audience accept the message

    Prevent further unnecessary discussion


    Maintain a goodwill relationship

    Preserve the company’s image


    Copyright © 2015 Cengage Learning

    Protect the company against lawsuits

    Examples | Planning | Replying | Announcing


    5
    Planning a Bad-News Message

    Assess the Communication


    Context Organize the Message

    Analyze the Audience Explain the Decision

    Choose the Medium Give the Bad News


    Copyright © 2015 Cengage Learning

    Close the Message


    Plan Components of the Message

    Examples | Planning | Replying | Announcing


    Communication Model
    Copyright © 2015 Cengage Learning

    Examples | Planning | Replying | Announcing


    7
    Planning a Bad-News Message

    Assess the Communication


    Context Organize the Message

    Analyze the Audience Explain the Decision

    Choose the Medium Give the Bad News


    Copyright © 2015 Cengage Learning

    Close the Message


    Plan Components of the Message

    Examples | Planning | Replying | Announcing


    Organizing Bad-News Messages
    Questions to consider when organizing your message

    What is the
    How important
    content of your
    is the news?
    message?

    What are the What is your


    reader’s relationship with
    expecta-tions? the reader?
    Copyright © 2015 Cengage Learning

    Examples | Planning | Replying | Announcing


    9
    A Continuum Approach
    Organize your message somewhere along
    a direct-indirect continuum.

    Direct Indirect
    Plan Plan
    Copyright © 2015 Cengage Learning

    Examples | Planning | Replying | Announcing


    How to Use the Direct Plan

    Present a brief
    rationale along Follow with End with a
    with the bad explanations friendly closing
    news
    Copyright © 2015 Cengage Learning

    Examples | Planning | Replying | Announcing


    11
    Opening Buffer Statements

    Neutral
    What is the goal of a buffer statement in
    a bad-news message?
    Relevant a. To establish or strengthen the
    reader-writer relationship
    b. To apologize for the bad news
    Supportive
    c. To summarize the bad news
    d. To hint at the bad news
    Interesting
    Copyright © 2015 Cengage Learning

    Short

    Examples | Planning | Replying | Announcing


    12
    Opening Buffer Statements

    Neutral
    What is the goal of a buffer statement in
    a bad-news message?
    Relevant a. To establish or strengthen the
    reader-writer relationship
    b. To apologize for the bad news
    Supportive
    c. To summarize the bad news
    d. To hint at the bad news
    Interesting
    Copyright © 2015 Cengage Learning

    Short

    Examples | Planning | Replying | Announcing


    13
    Justifying Your Decision

    State reasons using positive language

    Explain the rationale for the “company policy”

    State reasons concisely; don’t over explain


    Copyright © 2015 Cengage Learning

    Present strongest reasons first

    Examples | Planning | Replying | Announcing


    Giving the Bad News

    Present bad news as a logical outcome

    State the bad news in positive and


    impersonal language

    Do not apologize unless you’re at fault


    Copyright © 2015 Cengage Learning

    Make the refusal definite

    Examples | Planning | Replying | Announcing


    Closing on a Pleasant Note

    Approaches to Avoid
    • Apologizing
    • Anticipating Problems
    • Inviting Needless Communication
    • Repeating the Bad News
    • Using a Cliché
    • Revealing a Doubt
    • Sounding Selfish

    Techniques to Use
    • Offering Best Wishes
    Copyright © 2015 Cengage Learning

    • Suggesting a Counterproposal
    • Directing to Other Sources
    • Referring to Sales Promotions

    Examples | Planning | Replying | Announcing


    16
    Bad-News Messages

    Examples Planning

    Replying Announcing
    Copyright © 2015 Cengage Learning

    17
    Rejecting an Idea

    Think about a time


    when you presented an
    idea that was not
    accepted. How did the
    person respond? How
    did you feel?
    Copyright © 2015 Cengage Learning

    HASLOO GROUP PRODUCTION STUDIO/SHUTTERSTOCK

    Examples | Planning | Replying | Announcing


    18
    Refusing a Customer Request

    Use the indirect plan if the reader is emotionally


    involved in the situation

    Use impersonal, neutral language to explain the


    reasons for the refusal

    Offer a small compromise to help retain the


    customer’s goodwill
    Copyright © 2015 Cengage Learning

    Examples | Planning | Replying | Announcing


    Bad-News Messages

    Examples Planning

    Replying Announcing
    Copyright © 2015 Cengage Learning

    20
    Bad News about Normal Operations
    Copyright © 2015 Cengage Learning

    Examples | Planning | Replying | Announcing


    21

    You might also like