business comm chapter 7

when to use the direct strategy in delivering bad news

•When the bad news is not damaging

•When the receiver may overlook the bad news

•When the organization or receiver prefers directness

•When firmness is necessary

when to use the indirect strategy in delivering bad news

•When the bad news is personally upsetting

•When the bad news will provoke a hostile reaction

•When the bad news threatens the customer relationship

•When the bad news is unexpected

writing pattern for indirect strategies

writing pattern for direct strategies

Bad news→ reasons → closing

what is a buffer

•A device to reduce shock or pain

•A neutral but meaningful statement that makes the reader continue reading

•A concise, relevant opening that provides a natural transition to the explanation that follows

what are different types of buffers

compliment: praise receiver’s accomplishments, organization, or efforts

appreciation: convey thanks

agreement: make relevant statement with which both you and receiver can agree

facts: provide objective information

understanding: show you care about your receiver

what does apology mean

admission of blameworthiness and regret for an undesirable event

effective closing strategies for negative messages

look forward: anticipate future relations or business

alternative: give a follow through advice or offer an alternative

good wishes: express sincere good wishes and thank the reader

freebies: send a coupon, sample or gift to restore confidence

resale or sales promotion: invite the reader to consider your other products or services

o   Changing passive voice to active voice

Using Passive Voice

I will not be providing extra credit in this class.

Correction:

Extra credit will not be provided in this class.

Management has decided to permanently close the Houston office.

Correction:

The Houston office will be permanently closed.

Negative Messages

We will not be offering bonuses to part time employees.

Correction:

Bonuses will not be offered to part time employees.

OR

Bonuses will be offered to full time employees.

o   Delivering a negative message using a subordinating clause

We will not be offering bonuses to part time employees.

However, we will be giving an extra week off with pay for all employees, both full time and part time, at Christmas.

Correction:

While we are unable to offer bonuses to part time employees, we will be giving an extra week off, with pay, for all employees, both full time and part time, at Christmas.

Negative Messages

Your grant proposal was denied. Please continue to pursue both internal and external funding opportunities.

Correction:

Although you did not receive a grant this year, I trust that you will continue to pursue both internal and external funding opportunities.

o   Implying the bad news

We will not be giving Christmas bonuses this year. We have had a difficult year and our revenue has decreased significantly.

Correction:

Because we have had a difficult year and our revenue has decreased significantly, we hope to be able to restore the Christmas bonus next year.

Your grant proposal was denied. With the reduction in grant funds caused by budget cuts, many worthwhile proposals could not be funded.

Correction:

With the reduction in grant funds caused by budget cuts, many worthwhile proposals could not be funded.

We hope that you will apply for another grant in the future.