Transcript Chapter 6 Bad News Messages

Bad News
Messages
Chapter 6 – Slide 1
Effective Communication for Colleges, 11th ed., Brantley & Miller 2008©
Learning Objectives
Analyze bad news messages to verify that they
reflect the six Cs of effective messages, acceptable
message formats, and the bad news strategy.
Prepare bad news messages by applying the CBO
approach and the bad news strategy.
Chapter 6 – Slide 2
Effective Communication for Colleges, 11th ed., Brantley & Miller 2008©
Section 1: The Bad News Strategy
Bad News Messages
Follow the CBO approach and bad news strategy to
prepare the following types of refusal messages:
Requests
Recommendations
Adjustments
Credits
Orders
Chapter 6 – Slide 3
Effective Communication for Colleges, 11th ed., Brantley & Miller 2008©
Apply the CBO Approach
Plan a message.
Identify
the objective.
Compose
a draft.
Visualize
thewords.
audience.
Choose
Complete a message.
Gather
supporting
information.
Construct
sentences.
Proofread.
Organize
the information.
Assemble
Edit. paragraphs.
Choose
paragraph locations.
Revise.
Finalize.
Chapter 6 – Slide 4
Effective Communication for Colleges, 11th ed., Brantley & Miller 2008©
Plan a Message
Identify the objective.
Maintain goodwill.
Visualize
the audience.
Show
a benefit
or suggest
an alternative.
Know
the
receiver’s
profile.
Gather supporting information.
Recognize
the
sensitivity
of the situation.
Choose
relevant
facts.
Organize the information.
Anticipate the receiver’s reaction.
Know
background.
Useyour
the receiver’s
indirect pattern.
Apply the five-part bad news strategy.
Chapter 6 – Slide 5
Effective Communication for Colleges, 11th ed., Brantley & Miller 2008©
Compose a Draft
Begin with a neutral or pleasant statement.
Begin with
buffer.
Explain
theareason(s)
for the referral.
Choose
words
carefully.
Explain
why
you
cannot
do what the receiver
State or imply the
refusal.
Avoid
misleading the receiver.
wants.
Statean
thealternative
refusal concisely.
Offer
solution or action.
Use the passive voice to avoid sounding
State
what
can be done
rather thansubstitute,
what
Offer
a
constructive
suggestion,
End with a positive, friendly statement.
accusatory.
cannot
be done.
counterproposal,
or alternate course of action.
Conclude with a positive statement.
Avoid
negative
words.
Explain
how the
receiver may benefit.
Avoid trite expressions.
Close with action required by the receiver.
Chapter 6 – Slide 6
Effective Communication for Colleges, 11th ed., Brantley & Miller 2008©
Complete a Message
Proofread.
Edit.
Revise.
Finalize.
Chapter 6 – Slide 7
Effective Communication for Colleges, 11th ed., Brantley & Miller 2008©
Section 2: Bad News Applications
Bad News Messages
Requests
Recommendations
Adjustments
Credits
Orders
Chapter 6 – Slide 8
Effective Communication for Colleges, 11th ed., Brantley & Miller 2008©
Request Refusals
A request refusal is written when a business must
refuse a request for contributions, use of facilities,
preferential treatment, or special discounts.
Begin with a pleasant or neutral statement that
relates to the receiver.
Give at least one reason for the refusal.
Imply or state the refusal.
Offer a helpful solution or suggestion.
End positively without reference to the refusal.
Chapter 6 – Slide 9
Effective Communication for Colleges, 11th ed., Brantley & Miller 2008©
Recommendations
Consider the following three options for providing
poor recommendation messages:
Inform the person who made the request why you
cannot provide a positive response.
Provide only employment dates and omit references
to poor performance or unsatisfactory evaluations.
Prepare and transmit an unfavorable written
recommendation using the bad news strategy.
Chapter 6 – Slide 10
Effective Communication for Colleges, 11th ed., Brantley & Miller 2008©
Adjustment Refusals
When you cannot make the requested adjustment,
follow the bad news strategy to write an adjustment
refusal.
Begin with a pleasant, relevant statement.
Give a factual basis for the refusal.
Imply or state an impersonal refusal.
Include a resale statement and/or an offer to help.
End pleasantly.
Chapter 6 – Slide 11
Effective Communication for Colleges, 11th ed., Brantley & Miller 2008©
Credit Refusals
A credit refusal for a loan, credit card, extended line
of credit, or credit purchase should apply the bad
news strategy.
Begin with a pleasant, timely buffer.
Give reasons for the refusal.
Imply or state the refusal.
Make a counterproposal.
End with attention on the receiver’s benefits.
Chapter 6 – Slide 12
Effective Communication for Colleges, 11th ed., Brantley & Miller 2008©
Order Refusals
Write an order refusal message when you are
unable to fulfill or ship an order in a timely manner.
Begin with a buffer.
Ask for needed information for incomplete orders;
give a reason for delayed and unfilled orders.
State or imply the delay plan or the refusal.
Offer a resale or an alternative solution.
End with a positive statement.
Chapter 6 – Slide 13
Effective Communication for Colleges, 11th ed., Brantley & Miller 2008©