Transcript Effective Communication for Colleges 9th Edition Brantley & Miller CHAPTER 6 Bad News Messages © 2002 SOUTH-WESTERN EDUCATIONAL PUBLISHING.

Effective
Communication
for Colleges
9th Edition
Brantley & Miller
CHAPTER 6
Bad News Messages
© 2002 SOUTH-WESTERN EDUCATIONAL PUBLISHING
Learning Objectives
Chapter 6
Slide
2
Explain how the bad news strategy works
within the CBO approach.
Analyze bad news messages to verify that they
reflect the six Cs of effective messages,
acceptable message formats, and the bad news
strategy.
Apply the CBO approach and the bad news
strategy to write bad news messages.
Effective Communication for Colleges, 9th ed. by Brantley and Miller
Bad News Strategy
Chapter 6
Slide
3
Begin with a neutral or pleasant statement
that relates to the receiver.
Explain the reason(s) for the refusal.
State or imply the refusal.
Offer an alternate solution or action (if
possible).
End with a positive, friendly statement.
Effective Communication for Colleges, 9th ed. by Brantley and Miller
Types of
Bad News Messages
Request refusals
Adjustment refusals
Credit refusals
Order refusals
Effective Communication for Colleges, 9th ed. by Brantley and Miller
Chapter 6
Slide
4
The CBO Approach
Chapter 6
Slide
5
The CBO (Communication-by-Objectives) Approach
Plan a message.
Compose a draft.
Complete a message.
Effective Communication for Colleges, 9th ed. by Brantley and Miller
Plan a Message
Identify the objective.
Visualize the audience.
Gather supporting information.
Organize the information.
Effective Communication for Colleges, 9th ed. by Brantley and Miller
Chapter 6
Slide
6
Choose Message Form
Spoken Message Forms
Face-to-face meeting
Telephone call
Videotape
Audiotape
Video broadcast
Chapter 6
Slide
7
Written Message Forms
E-mail
Memorandum
Letter
Effective Communication for Colleges, 9th ed. by Brantley and Miller
Organize the Information
Chapter 6
Slide
8
The bad news strategy is based on the
indirect pattern.
Opening
Explanation
Message objective
Additional information
Closing
Effective Communication for Colleges, 9th ed. by Brantley and Miller
Comparison of Indirect
Pattern With the Bad News
Strategy
Chapter 6
Slide
9
INDIRECT PATTERN
BAD NEWS STRATEGY
Opening
Begin with a neutral or pleasant statement
that relates to the receiver.
Explanation
Explain the reason(s) for the refusal.
Message Objective
State or imply the refusal.
Additional Information
Offer an alternate solution or action
(if possible).
Closing
End with a positive, friendly statement.
Effective Communication for Colleges, 9th ed. by Brantley and Miller
Compose a Draft
Choose words.
Construct sentences.
Assemble paragraphs.
Choose paragraph locations.
Effective Communication for Colleges, 9th ed. by Brantley and Miller
Chapter 6
Slide
10
Compose a Draft Using
the Bad News Strategy
Chapter 6
Slide
11
Begin with a neutral or pleasant statement.
 Begin with a buffer.
Explain
the reason(s) for the refusal.
 Choose words carefully.
 Explain why you cannot do what the receiver wants.
State
or imply
refusal.

Avoid misleading
thethe
receiver.
 Use the passive voice to avoid sounding accusatory.
 State the refusal concisely.
Offer
an alternate solution or action.
 State what can be done rather than what cannot be done.
 Offer a constructive suggestion, a substitute, a
End
with a words.
positive,
friendly
statement.

Avoid
negative
counterproposal,
or an alternate
course
of action.
Conclude
positivemay
statement.
Explain
howwith
the a
receiver
benefit.
 Close with action required by the receiver.
 Avoid trite expressions.
Effective Communication for Colleges, 9th ed. by Brantley and Miller
Complete a Message
Proofread.
Edit.
Revise.
Finalize.
Effective Communication for Colleges, 9th ed. by Brantley and Miller
Chapter 6
Slide
12
Apply the bad news strategy
Request Refusals
Chapter 6
Slide
13
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 with a positive statement without reference
to the refusal.
Effective Communication for Colleges, 9th ed. by Brantley and Miller
Request Refusals
Examples of Key Sentences
Chapter 6
Slide
14
Begin with a buffer.
Bayside Marketing is committed to providing an appropriate work
environment for all employees.
Give basis for refusal, imply refusal.
Private offices are provided for employees whose jobs require private
conversations and the safekeeping of confidential files. Modular
workstations are provided for all other employees.
Offer a suggestion, and end positively.
The PX4 headset filters out more background noise than the headset
you are now using. Please contact Mr. Beck to obtain a PX4.
Effective Communication for Colleges, 9th ed. by Brantley and Miller
Apply the bad news strategy
Adjustment Refusals
Chapter 6
Slide
15
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 offer to help
(if appropriate).
End pleasantly; emphasize receiver action when
needed.
Effective Communication for Colleges, 9th ed. by Brantley and Miller
Adjustment Refusals
Examples of Key Sentences
Chapter 6
Slide
16
Begin with a relevant statement.
The Hazelwood Recreation Center offers a variety of community
education programs for residents and nonresidents.
Give a factual basis for a refusal, and imply a refusal .
Tuition for educational programs is based on resident status on the
date of enrollment. Accordingly, you were charged the nonresident
tuition for your tae kwon do class that began on September 15.
Include resale statement, and offer to help.
Now that you live in Hazelwood, you will enjoy lower tuition when
you enroll in future classes. A copy of our course catalog is enclosed.
Effective Communication for Colleges, 9th ed. by Brantley and Miller
Apply the bad news strategy
Credit Refusals
Chapter 6
Slide
17
Begin with a pleasant, timely buffer.
Give reasons for the refusal, but leave the way open for
credit extension later.
Imply or state the refusal.
Make a counterproposal; if appropriate, introduce a
cash plan.
End with attention on the receiver’s benefits.
Effective Communication for Colleges, 9th ed. by Brantley and Miller
Credit Refusals
Examples of Key Sentences
Chapter 6
Slide
18
Begin with a buffer.
Your credit application and credit report have been carefully
reviewed.
Explain basis for the refusal, and suggest an alternative.
Bayside Marketing extends credit to established clients who have
been in business for at least two years. As a new client, your payment
options are credit card or cash.
End with attention to the receiver’s benefits.
We are looking forward to working with you to develop a marketing
plan that meets the needs of your company now and in the future.
Effective Communication for Colleges, 9th ed. by Brantley and Miller
Apply the bad news strategy
Order Refusals
Chapter 6
Slide
19
Begin with a buffer; the opening statement may
identify the order by date, number, and description.
Ask for needed information if the order was
incomplete. Give a reason for the refusal if the order
will be delayed or will not be filled.
State or imply the delay plan or the refusal.
Offer a resale or an alternate solution.
End with a positive statement.
Effective Communication for Colleges, 9th ed. by Brantley and Miller
Order Refusals
Examples of Key Sentences
Chapter 6
Slide
20
Begin with a buffer, and identify order.
Thank you for ordering the executive leather laptop tote bag #K247.
State or imply refusal, and offer an alternate solution.
The tote you ordered, #K247, is no longer available. Two similar bags
that will meet your needs are described below.
End with a positive statement.
Whether you choose the J247 or the K347, you will enjoy your laptop
tote bag for years.
Effective Communication for Colleges, 9th ed. by Brantley and Miller