Writing Bad News Messages and Writing Across Cultures

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Writing Bad News Messages and Writing Across Cultures Lecture 11

Writing Bad News Messages and Writing Across Cultures Lecture 11

Different cultures deliver bad news differently Chaney and Martin write that: • Japanese-negative news

Different cultures deliver bad news differently Chaney and Martin write that: • Japanese-negative news in a positive way • Latin Americans-avoid delivering bad news if possible • Americans-try to end bad news messages “on a positive note”

Things to Remember • Maintain a good relationship • Provide an explanation • Focus

Things to Remember • Maintain a good relationship • Provide an explanation • Focus on the positive for the reader -especially before and after bad news • Use positive, respectful language -never directly accuse the reader

Goals for Writing • Maintain good relations • Be and seem fair and reasonable

Goals for Writing • Maintain good relations • Be and seem fair and reasonable • Do not apologize when you are not at fault or can correct the mistake easily • Maintain a good image of your company

Parts of a Bad News Letter • Buffer (part that makes bad news easier

Parts of a Bad News Letter • Buffer (part that makes bad news easier to accept) • Reasons • Refusals • Alternative-another way for the reader to get what he wants…. • Ending

Comparison • Do they both contain all the parts • Which continues good relations?

Comparison • Do they both contain all the parts • Which continues good relations? • Which maintains a good image of the writer’s company? • Which provides the better alternative?

Bad News Messages Inside the Company • Provide the news clearly and without emotion

Bad News Messages Inside the Company • Provide the news clearly and without emotion • Tell Why it happened • Explain how it might be fixed • If a manager/boss: Recommend a solution and propose to solve the problem • If a peer: work with them to find a solution

How to deal with other cultures • Adapt- respond to letters in the way

How to deal with other cultures • Adapt- respond to letters in the way they were sent • Openly admit unfamiliarity • Do not get upset • Avoid misunderstanding

Be Polite • Every culture has its own way of being polite -learn it

Be Polite • Every culture has its own way of being polite -learn it and use it • In US letters state the facts and use polite language mostly for requests • British writing uses more formal language and titles must be respected

Cultural differences in business writing • • • Informal US vs. Others “We and

Cultural differences in business writing • • • Informal US vs. Others “We and our company” vs. “you” Different degrees and forms of politeness Be ready to hear some “weird” humor The UK and US mostly focus on Business outside of the company • Korea, China, and Japan more on relationships

Letters from around the world • Chaney and Martin pages 137 -142

Letters from around the world • Chaney and Martin pages 137 -142

Now, Write a Bad News Letter in class Possible topics: 1) To a customer-

Now, Write a Bad News Letter in class Possible topics: 1) To a customer- their computer was broken by the computer company 2) To a child- to tell them their puppy died 3) To a researcher- to refuse their requests for information 4) To a student-to tell them they did not win the scholarship