Download Types of Communication

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