Unit 6.1 General guidelines for composing negative messag数字时代的商务英语写作es.pdf

Unit 6 Negative Messages 第六章 负面消息沟通 6.1 General guidelines for composing negative messages 6.1 负面消息写作总体指引 Topics • How to plan the writing of a negative message • What language techniques we can employ to minimize the blow of a negative message. Purposes of composing a negative message • to convey the bad news • to gain acceptance for the bad news • to maintain as much goodwill as possible with your audience • to maintain a good image for your organization • to reduce or eliminate the need for future correspondence on the matter A careful planning • analyze the situation • identify the purpose • select the right communication channel • determine whether to use the direct or indirect pattern Questions to ask to determine the writing pattern 1. How important is this news to the reader? Will the bad news come as a shock? 2. Does the reader prefer short messages that get right to the point? 3. Do you need to maintain a close working relationship with the reader? 4. Do you need to get the reader’s attention? Direct Pattern Indirect Pattern A clear statement of the Buffers for the bad bad news news Reasons for the situation or decision Reasons and bad news Positive closing aimed at Positive closing aimed at maintaining good business maintaining good business relationship relationship Common Reactions to Bad News ▪ Delivery delay ▪ Product recall ▪ Credit refusal ▪ Disappointment ▪ Billing error ▪ Irritation ▪ Price increase ▪ Anger ▪ Layoffs How to Diminish Negative Feelings