Business Communication Techniques PDF

Main Topic 3: Good News and Bad News For full potential value, follow these guidelines for Messages appreciation messages: Good news- messages that convey pleasant 1. Send in timely manner information...

Main Topic 3: Good News and Bad News For full potential value, follow these guidelines for Messages appreciation messages: Good news- messages that convey pleasant 1. Send in timely manner information. 2. Avoid exaggerated words that are hardly Neutral news - messages that are of interest to the believable reader but not likely to generate an emotional 3. Make specific comments about reaction. outstanding qualities or performance. Deductive or direct Sequence Good news and neutral news follow deductive sequence. Deductive Sequence- when the message Claims - A request for an adjustment (such as a begins with the main idea followed by refund, replacement, exchange, or payment for supporting details. damages) Direct outline used in delivering good news and Claim Message - Request for adjustments can be neutral news messages. divided into two groups: Opening - States the pleasant or main idea. Persuasive Claims- assume a request will Body - Provides Explanation. be granted only after explanations and Closing - Reminds receiver of good news persuasive arguments have been or main idea. presented. Advantages of Deductive Approach Routine Claims- assume that a request will The deductive pattern has several advantages: be granted quickly and willingly, without The first sentence is easy to write. After it is persuasion. written, the details follow easily. The first sentence gets the attention it deserves in this emphatic position. Favorable Response to a Claim Message Encountering good news in the first sentence puts receivers in a pleasant frame of mind, and Adjustment Messages they are receptive to the details that follow. Business gain a reputation for their goods and The arrangement might save receivers some services by responding through adjustment time. Once they understand the important messages idea, they can move rapidly through the Adjustment messages: Fair responses by supporting details. business to legitimate requests in claim Different types of Good News messages by customers Resale - refers to a discussion of goods or 1. Thank-You Messages - After receiving a gift, services already bought. being a guest, attending an interview, or Ex: reminding customers and clients that they benefiting in various other ways, a thoughtful made a good choice in selecting a company person will take the time to send a written with which to do business. thank you message. Sales promotional material-refers to statements made about related merchandise A simple handwritten or electronically sent note is or service. sufficient for some social situations. However, Ex: a message about a company’s recently when written from a professional office to respond purchased office furniture might also mention to a business situation, the message might be available office equipment. printed on company letterhead. Routine Request - Messages that assume that a Your message should be written deductively and reflect your sincere feelings of gratitude. request will be granted quickly and willingly a) identify the circumstances for which the without persuasion. writer is grateful and b) provide specific reasons the action is Persuasive Requests - Messages that assume that appreciated a requested action will be taken after persuasive arguments are presented. 2. Appreciation Messages - You will write appreciation messages to recognize reward and encourage the receivers. However, you will also gain happiness from commending a deserving person. Routine Messages About Orders and Credits something, state it clearly. For example, you might say, “Please send your changes to this document 1. Acknowledging Customers Orders to me by Thursday at 10 am so that I can get Acknowledgment Message- a document them into the final draft.” that indicates the order has been received and processed You might find this format helpful: Typically includes letters and emails 1. Be direct: start with the good news to put the reader in a positive frame of mind. 2. Providing Credit Information 2. Give supporting details, explanation and Fairly simple, fill out form commentary. These should be clearly If no form use deductive writing organized. If you have a large amount of Be sure to be transparent information, you may choose to use bullet points, headings or links/attachments. 3. If there are any drawbacks, state them 3. Extending Credit clearly but positively. (“Please mail the According to ECOA defective phone back so that we can Credit applicant must be notified about issue you a new model). decision within 30 days. 4. End with a note of thanks or The granting party must disclose congratulations. agreement terms such as ( due dates for payments and interests to be charged) Remember that when you communicate, you should always be aware of the context, audience Guidelines to write a credit extension and purpose of your message, as well as the Open by extending credit and relationship you have with your reader. Concision acknowledging order is highly valued in the workplace, but it should not Indicate basis for the credit extension come at the expense of tact or using a positive Present credit policies tone. Communicate a desire to build a strong relationship Delivering Bad News Messages Procedural Messages Bad messages are those messages that a reader finds disappointing or unfavorable or unsolicited Memos or Emails - are the most frequently used negative messages. method in communicating standard operating procedures. Instructions- they must be conveyed There are two broad categories of such clearly and accurately. messages: 1. Negative Replies to Request If instructions require a few more acts, follow these a) Answering Non-Sales-Related Inquiries When guidelines: the Information is Undesirable Begin each step with an action statement b) Refusing Adjustments on Claims and Itemize each step line Complaints Prepare a Flow Chart c) Refusing Credit Applications Complete the Procedures d) Acknowledging Orders You Cannot Fill Now or Ask at All e) Declining Invitations and Requests for Favors When it comes to neutral or positive messages, usually the best strategy is to get to the point. 2. Unfavorable Replies to Requests Make it clear: Unfavorable Unsolicited Messages Why you’re writing. 1) Announcing Bad News About Price or Services What supporting details the reader needs 2) Penalizing for Nonconformity to Rules or to know. Procedures If the reader needs to do anything. 3) Conveying other Bad News (admitting It’s this last point that business communicators mistake/errors, resignations, etc.) often stumble on. They give the information, but forget to tell the audience what to do with the Indirect Outline for Bad-News Messages information. The reader is left wondering whether The chances of getting your audience to they’re just supposed to be aware that the understand the reasons are much better information exists, or if they’re supposed to act on before the bad news is presented than after it in some way. One helpful tip is to end the the bad news is presented. communication by looking towards the future. Tell the reader what you want them to do. If they merely need to be aware of the information, you could use a phrase like “If you have any questions, let me know.” If they need to do Indirect outline used in delivering bad news messages. Opening - Begin with neutral idea that leads Channel Choice and Commitment to Tact to refusal or bad news Face-to-face delivery provides the benefit Body of nonverbal communication and 1. Presents facts, analysis, and reasons for immediate feedback. refusal or bad news A voice on the telephone triggers the 2. States bad news using positive tone and de- same discomfort as a face-to-face emphasis techniques meeting. 3. Includes counterproposal or “silver lining” You must be cautions when your deliver idea when possible or appropriate bad news electronically. Closing - Closes with ideas that shift focus away from refusal or bad news and indicates Delivering A Constructive Criticism continuing relationship with receiver Risk Being stereotyped as a complainer. Inductive Sequence of Ideas Being associated with the negative An organization's ability to handle difficult thoughts and perceived negative terms. situations with tact and empathy powerfully Benefit influences the perceptions of employees, The communicator gets a feeling of local citizens, and the public at large. having exercised a responsibility. As a skilled communicator, you will attempt to Management learns of changes that deliver bad news in such a way that the need to be made. recipient supports the decision and is willing to continue a positive relationship. Types of Refusing and Declining Letter Refusing Request Denying Claim Use the Inductive Approach to Build Goodwill Denying Credit Just as good news is accompanied by supporting reasons and explanations. Communicating Negative Organizational News Having made a value judgment on reading Breaking Bad News the first sentence, receivers are naturally Convey the bad news as soon as possible. reluctant to change their minds before the last Give complete, rational explanation of the sentence. problem. From the communicator's point of view, details Show empathy. that support a refusal are very important. Respond to the feelings. Follow up. Inductive Sequence of Ideas Sufficient identification of the subject of Essentials of Preparing a Bad-News Message the message. 1. The Right Attitude In negative messages, your Presentation of the reasons before the tone will help determine your effectiveness. The refusal, where they are more likely to be right attitude will improve the tone and thus the understood. Avoidance of a negative effectiveness of the message. In order to maintain reaction. right attitude, following suggestions are to be kept De-emphasis of the refusal by closing on a in mind for writing bad-news letters and memos: neutral or pleasant note. Put yourself in readers message Avoid using company rules or policies with no Placing a refusal in the first sentence can be further explanations justified when some circumstances exist: Assume that customer wants to do the right The message is the second response to a thing even though he or she may be mistaken. repeated request. Single people out when you praise them; put A very small, insignificant matter involved. The them in a group when you criticize. request is obviously ridiculous, immoral, Be courteous and shield the reader’s pride ethical, illegal, or dangerous. Talk with, not down to, reader Exceptions to the Inductive Approach Plans for Bad-News Messages Normally, the writer's purpose is to convey a Whenever you write bad-news messages, clear message and the recipient's goodwill; whether you are replying to a request or initiating thus, the inductive outline is appropriate. an unsolicited message, you have two choices: When the deductive approach will serve a 1. Indirect Organization Format: Buffer, communicator's purpose better, it should be explanation, decision, positive close used. In most situations, the preceding 2. Direct Organization Format: Buffer, short circumstances do not exist. When they do, a explanation, decision, longer explanation, positive sender's goals might be accomplished by close. stating bad news in the first sentence. Indirect Plan course of action. By emphasizing what can be done, you may clearly imply what cannot be 1. Buffer: The buffer should be pleasant, relevant, done without actually using the negative neutral in tone; avoid misleading the reader into language. thinking the news is good The following are the If desirable, resell the reader on your ways to begin bad-news letters: company’s services or policies. a) Agreement: Agree with your reader on something, if possible (perhaps business 4. Friendly Positive Close: conditions, costs, or any other pertinent item) Ending should be positive, with reader-friendly b) Appreciation: Thank the reader (for check, requests, assurances, and reader friendly information, application, request, inquiry, benefits. cooperation, or whatever applies) Offer assurances that you appreciate the c) Assurance: Assure the reader of your careful reader as a customer (or as an interested consideration and honest explanation of all inquirer and possible future customer) available facts about problem Invite future patronage, cooperation, d) Compliment: Try to compliment the reader on suggestions, or compliance with the decision. something good about his or her past record or Include mild, no-pressure sales promotional request (sincerity, careful listing of facts, or other) material if you think reader would respond e) Cooperation: Show a sincere desire to be favorably. helpful as possible. Make clear whatever action is required, when f) Good News: If you can grant any part of a do it, and how to do it easily if you need request, and you think your reader will be reader’s approval or if the reader must take pleased, begin with that good news. action. g) Neutral Courtesy: Keep your opening Express continued interest, services, and paragraphs non-committal. For instance if you reader benefit, or sincere wishes for the must announce an price increase or service reader’s success with alternatives. decrease, use a neutral word such as “change.” h) Understanding: Show you understand or Direct Plan sympathize with the reader’s problem. Although indirect bad-news plans are most commonly used for sending unfavorable 2. Explanation and Analysis: messages, certain situations may warrant the Includes honest, convincing reasons why the direct approach. The writer’s choice depends matter must be handled differently from the way on context and on particular circumstances. reader wants it. The explanation can also be given after the bad-news. The direct approach may be effective in the Important points to remember while writing giving following situations: explanation are: A routine matter on which reader is likely not a) Try to convince reader you are acting in his or to be seriously disappointed or emotionally her best interests in the long run or according to involved, especially a message between the the policy enforced equally for all. Also avoid employees of two business firms or within the reasons that suggest benefit only to your firm. same firms. b) Explain courteously all relevant facts behind A reader who knows to prefer reading the your decision. Mention first the favorable factors, bad-news in the first paragraph. then the less favorable ones. As urgent message that should be called to c) Show that the request has been carefully reader’s attention forcefully, as in the late considered for reader’s benefit as well as your stage of a collection procedure. company’s. If writer decides to use direct approach, the 3. Decision, Implied or Expressed, with Resale pattern is same as the direct good-news plan, and/or Helpful Suggestions: except that the opening contains bad instead of good news. To make decision clear, positive, and concise, Bad-news decision (with or without brief buffer) you have these alternatives: Explanation If the reasons are so clear that your reader will Appropriate, courteous ending. conclude you must refuse the request, you can omit negatives entirely and make the bad- news decision clear by implication. If an implied decision might be misunderstood, express your decision clearly near the end of the explanation. Be careful not to mislead or otherwise cause uncertainty regarding your decision. If you can offer a constructive suggestion, counterproposal, compromise, or alternative