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Public Speaking Types of communication Presented By Mrs. Bowden February 2015 Today we will: Distinguish between formal, informal, and good news/bad news forms of written communications Today we will: Types of communication channels based on nature of message Verbal In person Written Most formal communication will come in the form of in person or written communication. We will focus on the written type of communication. Formal Versus Informal Written Communication: Formal Versus Informal Written Communicat ion: Good News Messages: Good News Messages: Which of the following is the best message opening? Version 1 Version 2 Version 3 Your employee-of-the-month award proposal reflects value for the company and our employees. So that we can consider the feasibility of the idea, please provide a few more details. I have read your proposal for the employee-of-the-month award and think it is a great idea. However, before it can be submitted to the board, I need to have a few more details. Enclosed please find my comments regarding your employee-of-themonth award proposal. The idea appears to be a win-win situation for the company and our employees. Good News Messages: Which of the following is the best message closing? Version 1 I am pleased that you submitted this proposal and I look forward to submitting the revised version to the board of directors at their next meeting. Version 2 Thank you for providing a proposal that may enable our company to provide a much-deserved reward to our employees. Completing your revision by this Friday will ensure the proposal will be addressed at the upcoming board of directors meeting. Version 3 Please submit a more detailed analysis of your proposal as soon as possible. Thank you in advance. Good News Messages: Positive news messages Thank you and appreciation messages Apologies Routine claims Routine requests Order acknowledgments Credit information messages Messages extending credit Bad News Messages: Bad News Messages: Types of Bad News Messages: Refusal of request or favor Denial of claim Denial of credit Message of constructive criticism Writing Bad News Messages: • Identifies the ________of subject the letter without first turning off the reader • Presents the reasons _______ before the refusal, increasing understanding and acceptance • Avoids a negative reaction because the shock refusal does not come as a ______ • Closes on a neutral or pleasant ________ note Bad News Messages – the opening: • Begin with a buffer _____ to cushion the bad news • Avoid empty acknowledgments of the _______ obvious • Avoid ________ revealing the bad news too early • Avoid building ____ _____ by starting false hopes positively Bad News Messages – the reasons: • Provide a smooth transition from opening paragraph • Include concise discussion that is logical to reader • Show reader benefits and consideration • Avoid using company policy as reason Bad News Messages – the bad news: • Position bad news strategically • Use passive voice, general terms, and abstract nouns • Use positive language to accentuate anything good • Imply refusal, but only if the receiver can still understand the message • Offer a silver lining Bad News Messages – the closing: • De-emphasize the negative • Unify the message • Include a positive, forward-looking idea – Reference pleasant idea from discussion – Use resale or sales promotion – Express willingness to help in another way When giving bad news: • Convey the bad news as soon as possible • Give a complete, rational explanation • Show empathy and respond to feelings • Follow up When giving bad news: • Work through the following scenarios and discuss: – The type of communication – The audience and purpose – The best channel