Join Judy Steiner-Williams for an in-depth discussion in this video Adjustment refusal, part of Business Writing Strategies.
- Probably the hardest situation of all is…to refuse someone's request, to get him to rationally…accept the reasons for the bad news without…any negative feelings, and, if it's a refusal to…a customer or client, to keep the reader's business.…Let's look at an unacceptable bad news document.…And then craft an effective revision that has…the potential to accomplish all these goals.…With this ineffective document, you are 99.9% assured…of not getting the customer's repeat business.…
The bad news is first, the tone is harsh,…and negative, and writer-focused.…Does that opening apology sound sincere?…Even necessary?…Let's apply the indirect strategy as…we craft an effective document.…First, the on subject neutral buffer.…The reader knows what the message is about,…does not get the answer, so continues to scan.…Notice that the problem is not directly mentioned.…No inconvenience, no complaint or issue,…or upset or misunderstanding are mentioned.…
So far, the reader is probably saying,…"Yes, we agreed on that, that you didn't…
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- Deciding when to begin or delay the message
- Presenting information
- Getting support for ideas
- Understanding the audience
- Communicating internally and externally
- Choosing the appropriate language and tone
- Using business writing outlines and templates
Skill Level Appropriate for all
1. Deciding the Strategy
2. Analyzing the Situations
3. Analyzing the Audience
Understanding audience needs3m 34s
4. Determining the Correct Written Channel
5. Strategy Specifics
6. Choosing the Language
7. Strategy Outlines
8. Templates for Common Writing Strategies
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