managerial communication session- good news, neutral, bad news

7/31/2019 Managerial Communication Session- Good News, Neutral, Bad News

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Welcome to

Managerial Communications

Presenter: Rajsee Joshi

N.R. Institute of Business Management

GLS Institute of Computer Technology - MBA, Ahmedabad.hk


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Topics Covered

Writing Good News & Neutral Messages

Writing Bad News Messages


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Good News & Favourable Replies

Granting Requests

Approving Credit Job Acceptance Letters

Thank you messages

Congratulatory messages


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Congratulatory Messages

Begin by offering congratulations for a specific

accomplishment. Provide extra details that clearly show your

sincerity.

End with emphasis on the receiver.


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Congratulatory Messages

Examples of Key Sentences

Provide extra details that clearly show your sincerity.

You will be an excellent team supervisor.


Please plan to attend the monthly supervisors meeting on December

22. A copy of the agenda is attached.

Offer congratulations for aspecific accomplishment.

Congratulations on your recent promotion.


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Thank-You Messages Begin with the good news

Offer extra details End with emphasis on the receiver


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Thank-You Message


Offer extra details.

This years Walk in the Parkraised Rs. 87,530 for the preservation

and renovation fund.


Rahi, you are a great volunteer; I look forward to working with you

next year.

Begin with the good news.

Thank you for volunteering during Walk in the Park, the annual

fundraiser for the XYZ Society.


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Neutral Messages

Announcements about:

1. Sales & Events2. Procedures, policies, and responsibilities

Inquires

Replies

Requests

Orders

Acknowledgments


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Inquiries

Begin with a specific question or direct statement.

Include adequate details and additional questions.

End with clear directions for the receiver


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Inquiries


Include adequate details and additional questions.

Where will the training class be held?

End with clear directions for the receiver.

Please reply to this e-mail by Tuesday, December 14.

Begin with a specific question or direct statement.

How should I prepare for the computer training class scheduled for

December 22?


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Replies

State the good/neutral news by answering

questions and emphasizing the youattitude. Include any additional pertinent information.

End with a goodwill statement.


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Replies


Include any additional pertinent information.

Your computer training will be held in the computer lab on the

second floor of the training center. The room number is E211.

End with a goodwill statement.

Arpan, based on the feedback of previous participants, you will enjoy

learning how the new system applies to your job.

Answer questions, and emphasize the youattitude.

You do not need to prepare for your December 22 computer training

class.


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Requests

State the major request in the first sentence.

Make the request clear with additional details.

End courteously, and close with the action youexpect the receiver to take.


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Requests


Make the request clear with additional details.

Include employees full names and their joining dates for MCM

Industries.

Close with the action you expect the receiver to take.

Please send the list via e-mail by Wednesday, December 15.

State the major request in the first sentence.

Raj, please send me the list of all employees who will receive service

awards next year.


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Responses

Provide the answer to the request in a subject line

and/or the first line of the message. Include any additional pertinent information in the

second paragraph.

End with a goodwill statement, and request action

from the receiver.


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Responses


Include any additional pertinent information.

Please note that two of the employees who are receiving awards for

20 years of service have breaks in their years of service.

End with a goodwill statement, and request action.

Eva, thank you for coordinating the service award program. Let me

know if you need any additional information.

Provide the answer to the request in the first line.

The list of employees who will receive service awards next year is

attached.


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Orders

Use direct language in the first sentence.

Give complete details.

Include payment information and shippinginstructions.

Indicate when you expect to receive the deliveredgoods.


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Orders


Give complete details.

Item No. Description Quantity Unit Price Total

SSP2077 Ergo desk chair 3 $299.00 $897.00

Include information about payment, shipment, and delivery.

Please charge my account and ship the chairs to the above address. I

will expect delivery on January 12.

Use direct language in the first sentence.

Please ship the three chairs described below to my Ahmedabad office.


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Acknowledgments

Indicate that the product was sent or that the service

was approved. State when the buyer should receivethe merchandise or may begin using the service.

Describe quality features of the product or service.You may also describe another closely related

product or service. Encourage future orders.


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Acknowledgments


Describe quality features of the product.

Thank you for ordering Ergo desk chairs. You might be interested in

the matching visitor chairs featured on page 34 of our catalog.

Encourage future orders.

For your convenience, you can order any of our products by

telephone or fax. Online ordering is also available at our web site.

Indicate that the product was sent and when it should arrive.

Your order of three Ergo desk chairs left our factory on December 30.

You should receive the chairs before January 12.


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Negative Replies to Requests

Refusing Credit

Refusing Adjustments on Claims and Complaints Acknowledging Orders you cannot fill now or at all

Declining Invitations and Requests for Favours


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Unfavourable UnsolicitedMessages

Announcing Bad News About Prices or Services

Penalizing for Nonconformity to Rules orProcedures

Conveying Other Bad News


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Strategies for Bad-News Messages

I. Buffer

Dont begin with the bad news! The worst start is, "Weregret to inform you."

Start positively (appreciation, agreement, assuranceand understanding, neutral courtesy, sympathy)

II. Explanation/ Analysis of Circumstances

Provide needed details (general to specific), answersto all questions, tactful and logical statements ofreasons.

Give pertinent and tactful favorable then unfavorablefacts

Give your reader what he/she deserves to know why


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Strategies for Bad-News Messages

III Positive, Friendly Closure

Express appreciation Give invitation to future action

Provide easy action and motivation (enclosed replyforms and envelope), willingness to help further,good wishes, hope for improvement, forward look

Avoid the standard "If you have any questions,please call me" closure. Unless you're willing toexplain the reasons for the bad news again, a moreeffective ending looks forward ("We look forward toyour next order.")


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Credit RefusalThank you, Ashish, for your recent inquiry regardingthe status of your credit application.

A number of factors are taken into consideration whenreviewing an application. Length of time at onesresidence and employment are of vital importance-aswell as income, assets, and the payment record of

current and past obligation.

Be assured that al the above information has beencarefully analyzed in your case. Your circumstancesmay improve in the future, at which time we would be

pleased to reconsider your request for credit.


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Acknowledging customers orderThank you for your order of the Special Issue of theElectric Guitar. At $365, it is an exceptional value.

The demand for this deluxe version of the famousElectric Guitar has far exceeded our most optimisticexpectations. We have ordered from the manufacturerin Barcelona, Spain. The latest shipment will be

delivered within 10 days and will be sent to youimmediately.

You should receive your Electric guitar before Jan 1and will be able to enjoy its fine workmanship and

beautiful sound. Enclosed for your interest is a catalog-


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Thank You

managerial communication session- good news, neutral, bad news

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