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Copyright © 2015 Cengage Learning Chapter Bad-News Messages Bad-News Messages Planning Replying Announcing Copyright © 2015 Cengage Learning Examples Bad-News Messages Planning Replying Announcing Copyright © 2015 Cengage Learning Examples Bad-News Messages Planning Replying Announcing Copyright © 2015 Cengage Learning Examples Goals in Communicating Bad News YURI ARCURS/FOTOLIA Make your decision clear Help your audience accept the message Prevent further unnecessary discussion Maintain a goodwill relationship Copyright © 2015 Cengage Learning Preserve the company’s image Protect the company against lawsuits Examples | Planning | Replying | Announcing Planning a Bad-News Message Assess the Communication Context Organize the Message Analyze the Audience Explain the Decision Copyright © 2015 Cengage Learning Choose the Medium Give the Bad News Close the Message Plan Components of the Message Examples | Planning | Replying | Announcing Copyright © 2015 Cengage Learning Communication Model Examples | Planning | Replying | Announcing Planning a Bad-News Message Assess the Communication Context Organize the Message Analyze the Audience Explain the Decision Copyright © 2015 Cengage Learning Choose the Medium Give the Bad News 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 content How important is the of your message? news? What are the reader’s relationship with the reader? Copyright © 2015 Cengage Learning expecta-tions? What is your Examples | Planning | Replying | Announcing A Continuum Approach Organize your message somewhere along a direct-indirect continuum Direct Indirect Plan Copyright © 2015 Cengage Learning Plan Examples | Planning | Replying | Announcing How to Use the Direct Plan Present a brief rationale along with End with a friendly explanations closing Copyright © 2015 Cengage Learning the bad news Follow with Examples | Planning | Replying | Announcing 11 Opening Buffer Statements Neutral What is the goal of a buffer statement in a bad-news message? a Relevant To establish or strengthen the reader-writer relationship Supportive b To apologize for the bad news c To summarize the bad news d To hint at the bad news Copyright © 2015 Cengage Learning Interesting Short Examples | Planning | Replying | Announcing 12 Opening Buffer Statements Neutral What is the goal of a buffer statement in a bad-news message? a Relevant To establish or strengthen the readerwriter relationship Supportive b To apologize for the bad news c To summarize the bad news d To hint at the bad news Copyright © 2015 Cengage Learning Interesting 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 Copyright © 2015 Cengage Learning Techniques to Use • • • • Offering Best Wishes Suggesting a Counterproposal Directing to Other Sources Referring to Sales Promotions Examples | Planning | Replying | Announcing 16 Bad-News Messages Planning Replying Announcing Copyright © 2015 Cengage Learning Examples 17 Rejecting an Idea Think about a time when you presented an idea that was not accepted How did the person Copyright © 2015 Cengage Learning respond? How did you feel? 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 Copyright © 2015 Cengage Learning Offer a small compromise to help retain the customer’s goodwill Examples | Planning | Replying | Announcing Bad-News Messages Planning Replying Announcing Copyright © 2015 Cengage Learning Examples 20 Copyright © 2015 Cengage Learning Bad News about Normal Operations Examples | Planning | Replying | Announcing 21 [...]... 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 Copyright © 2015 Cengage Learning Techniques to Use • • • • Offering Best Wishes Suggesting a Counterproposal Directing to Other Sources Referring to Sales Promotions Examples | Planning | Replying |... Cengage Learning Interesting Short Examples | Planning | Replying | Announcing 12 Opening Buffer Statements Neutral What is the goal of a buffer statement in a bad-news message? a Relevant To establish or strengthen the readerwriter relationship Supportive b To apologize for the bad news c To summarize the bad news d To hint at the bad news Copyright © 2015 Cengage Learning Interesting Short Examples |... Planning Replying Announcing Copyright © 2015 Cengage Learning Examples 17 Rejecting an Idea Think about a time when you presented an idea that was not accepted How did the person Copyright © 2015 Cengage Learning respond? How did you feel? HASLOO GROUP PRODUCTION STUDIO/SHUTTERSTOCK Examples | Planning | Replying | Announcing 18 Refusing a Customer Request Use the indirect plan if the reader is emotionally... 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