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Negative Messages
Essentials of
Business
Communication 9e
To Employees/Potential Employees
Announcing layoffs, firing people
Turning down job applicants
Reducing benefits, salaries
© 2013 Cengage Learning ● All Rights Reserved
2
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition Chapter 7, Slide 2
Possible Negative Messages
To Customers
Denying customer claims
Increasing prices
Revealing delivery
or service problems
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2
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition Chapter 7, Slide 3
More Negative Messages
To Investors
Revealing poor financial performance
Disclosing criminal investigations
To the Community
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Refusing donations
Explaining environmental
issues (chemical spills, etc.)
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition Chapter 7, Slide 5
Goals in Communicating
Negative News
Being fair—to show that the decision was
impartial and rational
Maintaining friendly relations—to show your
desire to continue relations with the receiver
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Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition Chapter 7, Slide 6
The Direct Strategy
Bad
Reasons Closing
News
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Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition Chapter 7, Slide 7
When to Use the Direct Strategy
Organization or receiver
prefers directness
Firmness is necessary
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition Chapter 7, Slide 8
Common Reactions to Bad News
Delivery delay
Product recall
Disappointment
Credit refusal Irritation
© 2013 Cengage Learning ● All Rights Reserved
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition Chapter 7, Slide 9
How to Diminish Negative Feelings
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition Chapter 7, Slide 10
The Indirect Strategy
Bad
Buffer Reasons Closing
News
© 2013 Cengage Learning ● All Rights Reserved
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition Chapter 7, Slide 11
When to Use the Indirect Strategy
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition Chapter 7, Slide 12
The Indirect Strategy
Bad
Buffer Reasons Closing
News
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Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition Chapter 7, Slide 13
Possible Buffers
Bad
Buffer Reasons Closing
News
© 2013 Cengage Learning ● All Rights Reserved
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition Chapter 7, Slide 14
How to Apologize Effectively
Apologize sincerely.
Accept responsibility.
Use good judgment.
© 2013 Cengage Learning ● All Rights Reserved
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition Chapter 7, Slide 15
Evaluating Buffer Statements
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition Chapter 7, Slide 16
Evaluating Buffer Statements
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition Chapter 7, Slide 17
Evaluating Buffer Statements
Bad
Buffer Reasons Closing
News
Explain clearly.
© 2013 Cengage Learning ● All Rights Reserved
Bad
Buffer Reasons Closing
News
© 2013 Cengage Learning ● All Rights Reserved
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition Chapter 7, Slide 20
Cushioning the Bad News
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition Chapter 7, Slide 21
Cushioning the Bad News
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition Chapter 7, Slide 22
Cushioning the Bad News
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition Chapter 3, Slide 25
Converting Active to Passive Voice
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition Chapter 3, Slide 26
Cushioning the Bad News
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition Chapter 7, Slide 27
Cushioning the Bad News
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition Chapter 7, Slide 28
Cushioning the Bad News
Suggest a compromise or an
alternative.
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition Chapter 7, Slide 29
Closing Pleasantly
Bad
Buffer Reasons Closing
News
Bad
Buffer Reasons Closing
News
A forward look
An alternative
Good wishes
Freebies
Resale or sales promotion
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition Chapter 7, Slide 31
Rejecting Requests
Requests may be for favors, money,
information, or action.
Favors may come from charities, friends, or
business partners.
© 2013 Cengage Learning ● All Rights Reserved
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition Chapter 7, Slide 32
Rejecting Requests
Use the indirect strategy.
Begin with a buffer acknowledging
the request.
Explain why you cannot grant
the request.
© 2013 Cengage Learning ● All Rights Reserved
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition Chapter 7, Slide 33
Writing Plan: Rejecting Requests
Bad
Buffer Reasons Closing
News
Bad
Buffer Reasons Closing
News
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition Chapter 7, Slide 35
Writing Plan: Rejecting Requests
Bad
Buffer Reasons Closing
News
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition Chapter 7, Slide 36
Writing Plan: Rejecting Requests
Bad
Buffer Reasons Closing
News
© 2013 Cengage Learning ● All Rights Reserved
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition Chapter 7, Slide 38
Refusing Credit
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition Chapter 7, Slide 39
Damage Control With Customers
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition Chapter 7, Slide 40
Damage Control With Customers
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition Chapter 7, Slide 41
Bad News in Organizations
and future.
Consider taking a partner.
Think about timing.
Be patient with the reaction.
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition Chapter 7, Slide 42
Writing Plan: Employee Bad News
Bad
Buffer Reasons Closing
News
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition Chapter 7, Slide 43
Writing Plan: Employee Bad News
Bad
Buffer Reasons Closing
News
© 2013 Cengage Learning ● All Rights Reserved
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition Chapter 7, Slide 44
Writing Plan: Employee Bad News
Bad
Buffer Reasons Closing
News
© 2013 Cengage Learning ● All Rights Reserved
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition Chapter 7, Slide 45
Writing Plan: Employee Bad News
Bad
Buffer Reasons Closing
News
© 2013 Cengage Learning ● All Rights Reserved
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition Chapter 7, Slide 46
“The price of greatness is responsibility.”
--Sir Winston Churchill
© 2013 Cengage Learning ● All Rights Reserved
Mary Ellen Guffey & Dana Loewy, Essentials of Business Communication, 9th Edition Chapter 7, Slide 47
END
Essentials of
Business
Communication 9e