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Presentation on sensitive business messages

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Adeen Syed

The document discusses principles for writing sensitive business messages. It defines sensitive messages as those that will provoke an unpleasant emotional reaction from the reader. It provides two methods for delivering sensitive news - direct and indirect. The direct method states the bad news upfront while the indirect method uses a neutral buffer before stating the bad news. The document outlines several principles for sensitive messages, including beginning with a neutral statement, providing good reasons for negative statements, omitting buffers if manipulative, not overemphasizing negatives, offering corrections or alternatives, and ending positively. Examples are given of applying these principles in letters and memos.

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Business Communication And Report Writing Presentation BOTTOMLINE PRICIPLES FOR WRITING SENSITIVE BUSINESS MESSAGES
DEFINTION OF SENSITIVE MESSAGES A sensitive message is any message to which the reader will have an unpleasant emotional reaction
Presented To: Maam Ghazala Yasmeen Presented by: Khadija Fareed Adeen Syed Sadya Bhatti Samreen Idress Ayesha Mohsin
Sensitive Messages Sensitive/Negative Messages may involve Refusals Complaints Adjustments Collections etc.
Methods of Writing Sensitive Business Messages Direct Method Indirect Method
Direct Method It involves following steps Open with the Bad News Provide the Reasons for the Bad News Close on an Upbeat or Positive Note
Indirect Method It involves following steps Start with neutral statement/buffer Provide Reasons and Additional Information Bad News End with a Positive Note
Principles For Writing Sensitive Business Messages Begin with a neutral or positive statement Give good reasons supporting negative statement Omit the buffer if it makes you appear manipulative Don't overemphasize the negative information or refusal Offer corrections Present an alternative or compromise, if possible Try to end with a positive, forward-looking statement
Principle#1 Begin with a neutral or positive statement Letter: BUFFER REASON & BAD NEWS POSITVE ENDING
Principle#1 Begin with a neutral or positive statement Memo: REASON
Principle#2 Give good reasons supporting negative statement Letter: Beverage Hill Co. Ltd. Haripur , 48390 10th March,2015 Manager Proctor Food Ltd. 20, Mirpur Mathelo, 58590 Sub: Refusal of Order NoKV31/04 Dear Sir, We thank for your order No: 0/31/2015 dated March 1, 2015 for 2,000 packets of Apple Juice @ Tk. 100 per packet on or before March 20, 04. But we regret to inform you that we are unable to supply you the goods within the time specified because our stock of apple Juice has been exhausted and the replenishment of stock will take at least one month time. Under these circumstances we can supply you the goods only if you extend the time of supply by one month. Yours faithfully MR. RAFIQUE Sales service Manager, Beverage Hill co. Ltd.
Principle#2 Give good reasons supporting negative statement Memo:
Principle#3 Omit the buffer if it makes you appear manipulative Letter:
Principle#3 Omit the buffer if it makes you appear manipulative Memo:
Thank You

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Presentation on sensitive business messages

  • 1. Business Communication And Report Writing Presentation BOTTOMLINE PRICIPLES FOR WRITING SENSITIVE BUSINESS MESSAGES
  • 2. DEFINTION OF SENSITIVE MESSAGES A sensitive message is any message to which the reader will have an unpleasant emotional reaction
  • 3. Presented To: Maam Ghazala Yasmeen Presented by: Khadija Fareed Adeen Syed Sadya Bhatti Samreen Idress Ayesha Mohsin
  • 4. Sensitive Messages Sensitive/Negative Messages may involve Refusals Complaints Adjustments Collections etc.
  • 5. Methods of Writing Sensitive Business Messages Direct Method Indirect Method
  • 6. Direct Method It involves following steps Open with the Bad News Provide the Reasons for the Bad News Close on an Upbeat or Positive Note
  • 7. Indirect Method It involves following steps Start with neutral statement/buffer Provide Reasons and Additional Information Bad News End with a Positive Note
  • 8. Principles For Writing Sensitive Business Messages Begin with a neutral or positive statement Give good reasons supporting negative statement Omit the buffer if it makes you appear manipulative Don't overemphasize the negative information or refusal Offer corrections Present an alternative or compromise, if possible Try to end with a positive, forward-looking statement
  • 9. Principle#1 Begin with a neutral or positive statement Letter: BUFFER REASON & BAD NEWS POSITVE ENDING
  • 10. Principle#1 Begin with a neutral or positive statement Memo: REASON
  • 11. Principle#2 Give good reasons supporting negative statement Letter: Beverage Hill Co. Ltd. Haripur , 48390 10th March,2015 Manager Proctor Food Ltd. 20, Mirpur Mathelo, 58590 Sub: Refusal of Order NoKV31/04 Dear Sir, We thank for your order No: 0/31/2015 dated March 1, 2015 for 2,000 packets of Apple Juice @ Tk. 100 per packet on or before March 20, 04. But we regret to inform you that we are unable to supply you the goods within the time specified because our stock of apple Juice has been exhausted and the replenishment of stock will take at least one month time. Under these circumstances we can supply you the goods only if you extend the time of supply by one month. Yours faithfully MR. RAFIQUE Sales service Manager, Beverage Hill co. Ltd.
  • 12. Principle#2 Give good reasons supporting negative statement Memo:
  • 13. Principle#3 Omit the buffer if it makes you appear manipulative Letter:
  • 14. Principle#3 Omit the buffer if it makes you appear manipulative Memo: