Copyright © 2010 Pearson Education InternationalChapter 9 - 1 Writing Negative Messages.

Copyright © 2010 Pearson Education International Chapter 9 - 1

Writing Negative Writing Negative MessagesMessages


Learning ObjectivesLearning Objectives

• Apply the three-step writing process to

negative messages

• Compare and contrast the direct and indirect

approaches to negative messages, including

when it’s appropriate to use each one

• Identify the risks of using the indirect

approach and explain how to avoid problems


Learning ObjectivesLearning Objectives

• Explain the importance of maintaining high

standards of ethics and etiquette when

delivering negative messages

• Explain the role of communication in crisis

management

• List and discuss three guidelines for

delivering negative news to job applicants


Goals of Negative Goals of Negative MessagesMessages

• Convey the message

• Ensure acceptance

• Promote goodwill

• Maintain a good corporate image

• Minimize future correspondence


The Three-Step ProcessThe Three-Step Process

Writing CompletingPlanning

Analyze Situation

Gather Information

Select Medium

Get Organized

Revise

Produce Message

Proofread Message

Distribute Message

Adapt to the Audience

Composethe Message


Choosing the ApproachChoosing the Approach

• Predicting the audience’s reaction

• Knowing the audience’s preferences

• Judging the importance of the news

• Preserving working relationships

• Getting the reader’s attention

• Following organizational guidelines


The Direct ApproachThe Direct Approach

• State the bad news

• Give reasons

• End with a positive close


The Indirect ApproachThe Indirect Approach

• Begin with a buffer

• Provide reasons and information

• State the bad news

• Close with confidence


Open With a BufferOpen With a Buffer

• Respectful

• Relevant

• Neutral

• Transitional


Reasons and InformationReasons and Information

• Explanation section

– Guide readers’ responses

– Provide sufficient details for support

– Explain company policy


Deliver the Bad NewsDeliver the Bad News

• De-emphasize the bad news

• Use a conditional statement

• Emphasize the positive


Close on a Positive NoteClose on a Positive Note

• Avoid a negative, uncertain conclusion

• Limit future correspondence

• Be optimistic about the future

• Be sincere


Adapting to Your Adapting to Your AudienceAudience

• Cultural differences

• Internal versus external


Cultural DifferencesCultural Differences

• Proper tone

• Organization

• Cultural conventions


The Type of AudienceThe Type of Audience

• Internal

– Timeliness

– Completeness

• External

– Diversity

– Confidentiality


Maintain High StandardsMaintain High Standards

• Ethics and etiquette

– Laws and regulations

– Human impact

– Emotional reactions


Negative MessagesNegative Messages

• Routine business matters

• Employment messages

• Organizational news


Routine Business Routine Business RequestsRequests

• Select the approach

• Manage your time

• Be polite but firm

• Propose alternatives

• Don’t imply compliance


Status of TransactionsStatus of Transactions

• Customer expectations– Have been set

– Have not been set

• Communication goals–Modify expectations

– Resolve the situation

– Repair the relationship


Claims and AdjustmentsClaims and Adjustments

• Things to employ

– Courtesy and tact

– Indirect approach

– Understanding

– Positive attitude

• Things to avoid

– Accepting blame

– Making accusations

– Being negative

– Defaming others


Organizational NewsOrganizational News

• Normal circumstances

• Crisis communication


Normal CircumstancesNormal Circumstances

• Match the approach to the situation

• Consider unique needs of each group

• Give each audience time to react

• Allow time to plan/manage response


Normal CircumstancesNormal Circumstances

• Stay positive but avoid false optimism

• Minimize the element of surprise

• Seek expert advice when needed

• Offer leadership and encouragement


Crisis CommunicationCrisis Communication

• Crisis management plan– Operational procedures– Tasks and responsibilities


Employment MessagesEmployment Messages

• Answering recommendation requests

• Reviewing job applications

• Reviewing performance

• Terminations


Recommendation LettersRecommendation Letters

• Requested by businesses

– Conciseness

– Directness

• Requested by individuals

– Diplomacy

– Preparation


Employment ApplicationsEmployment Applications

• Choose an approach carefully

• State why applicant was not selected

• Close by suggesting alternatives


Performance ReviewsPerformance Reviews

• Improve performance

– Clarify job requirements

– Give employees feedback

– Develop a plan of action


Negative ReviewsNegative Reviews

• Confront the problem

• Plan the message

• Respect privacy

• Focus on the problem

• Obtain commitment


Terminating EmploymentTerminating Employment

• Present the reasons

• Choose your words carefully

• Minimize negative feelings

Copyright © 2010 Pearson Education InternationalChapter 9 - 1 Writing Negative Messages.

Documents

positive slide

message slide

external slide

confidence slide

encouragement slide

compliance slide

positive close slide

future correspondence