Copyright © 2013 Pearson Education, Inc. publishing as Prentice Hall Chapter 9- 1 Chapter 9 Chapter 9 Writing Negative Messages
Writing Negative Messages
Jun 19, 2015
Writing Negative Messages
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Copyright © 2013 Pearson Education, Inc. publishing as Prentice Hall Chapter 9- 1
Chapter 9Chapter 9
Writing Negative Messages
Learning ObjectivesLearning Objectives
1. Apply the three-step writing process to negative messages
2. Explain how to use the direct approach effectively when conveying negative news
3. Explain how to use the indirect approach effectively when conveying negative news
4. Explain the importance of maintaining high standards of ethics and etiquette when delivering negative messages
Copyright © 2013 Pearson Education, Inc. publishing as Prentice Hall Chapter 9 - 2
Learning ObjectivesLearning Objectives
5. Describe successful strategies for sending negative messages on routine business matters
6. List the important points to consider when conveying negative organizational news
7. Describe successful strategies for sending negative employment-related messages
Copyright © 2013 Pearson Education, Inc. publishing as Prentice Hall Chapter 9 - 3
Using the Three-Step Writing Process for Negative
Messages
Using the Three-Step Writing Process for Negative
Messages
Copyright © 2013 Pearson Education, Inc. publishing as Prentice Hall Chapter 9 - 4
Goals of Negative Goals of Negative MessagesMessages
Copyright © 2013 Pearson Education, Inc. publishing as Prentice Hall Chapter 9 - 5
1. Convey the bad news
2. Gain acceptance of the bad news
3. Maintain as much goodwill as possible
4. Maintain a good corporate image
5. Minimize future correspondence
Using the Three-Step Using the Three-Step Process for Negative Process for Negative
MessagesMessages
Copyright © 2013 Pearson Education, Inc. publishing as Prentice Hall Chapter 9 - 6
Choosing the Approach:Choosing the Approach:Planning ConsiderationsPlanning Considerations
Copyright © 2013 Pearson Education, Inc. publishing as Prentice Hall Chapter 9 - 7
Negative Messages:Negative Messages:Writing ConsiderationsWriting Considerations
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Summary of ObjectivesSummary of Objectives
Copyright © 2013 Pearson Education, Inc. publishing as Prentice Hall Chapter 9 - 9
Using the Direct Approach for Negative Messages
Using the Direct Approach for Negative Messages
Copyright © 2013 Pearson Education, Inc. publishing as Prentice Hall Chapter 9 - 10
Using The Direct ApproachUsing The Direct Approach
Copyright © 2013 Pearson Education, Inc. publishing as Prentice Hall Chapter 9 - 11
Flow of the Message
Bad News
Step 1
Bad News
Step 1
Reasons
Step 2
Reasons
Step 2
Respectful Close
Step 3
Respectful Close
Step 3
Substance of the Message
Summary of ObjectivesSummary of Objectives
Copyright © 2013 Pearson Education, Inc. publishing as Prentice Hall Chapter 9 - 12
Using the Indirect Approach for Negative Messages
Using the Indirect Approach for Negative Messages
Copyright © 2013 Pearson Education, Inc. publishing as Prentice Hall Chapter 9 - 13
Using the Indirect ApproachUsing the Indirect Approach
Copyright © 2013 Pearson Education, Inc. publishing as Prentice Hall Chapter 9 - 14
Flow of the Message
Buffer
Step 1
Buffer
Step 1
Reasons
Step 2
Reasons
Step 2
Bad News
Step 3
Positive Close
Step 4
Bad News
Step 3
Bad News
Step 3
Respectful Close
Step 4
Respectful Close
Step 4
Substance of the Message
Opening With a BufferOpening With a Buffer
Copyright © 2013 Pearson Education, Inc. publishing as Prentice Hall Chapter 9 - 15
Providing Reasons and Providing Reasons and Additional InformationAdditional Information
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Continuing with a Clear Continuing with a Clear Statement of the Bad NewsStatement of the Bad News
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Closing on a Respectful Closing on a Respectful NoteNote
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Summary of ObjectivesSummary of Objectives
Copyright © 2013 Pearson Education, Inc. publishing as Prentice Hall Chapter 9 - 19
Maintaining High Standards of Ethics and Etiquette
Maintaining High Standards of Ethics and Etiquette
Copyright © 2013 Pearson Education, Inc. publishing as Prentice Hall Chapter 9 - 20
Maintaining High Standards Maintaining High Standards of Ethics and Etiquetteof Ethics and Etiquette
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EthicsEthics EtiquetteEtiquette
Laws and RegulationsLaws and Regulations
Human ImpactHuman Impact
Emotional ReactionsEmotional Reactions
Challenges of Negative Challenges of Negative Business MessagesBusiness Messages
Copyright © 2013 Pearson Education, Inc. publishing as Prentice Hall Chapter 9 - 22
Summary of ObjectivesSummary of Objectives
Copyright © 2013 Pearson Education, Inc. publishing as Prentice Hall Chapter 9- 23
Sending Negative Messages on Routine Matters
Sending Negative Messages on Routine Matters
Copyright © 2013 Pearson Education, Inc. publishing as Prentice Hall Chapter 9 - 24
Making Negative Making Negative Announcements on Routine Announcements on Routine
Business MattersBusiness Matters
Copyright © 2013 Pearson Education, Inc. publishing as Prentice Hall Chapter 9 - 25
Routine Routine BusinessBusinessRoutine Routine BusinessBusiness
Employment Employment IssuesIssues
Employment Employment IssuesIssues
OrganizationalOrganizationalNewsNews
OrganizationalOrganizationalNewsNews
Refusing Routine RequestsRefusing Routine Requests
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Handling Bad News About Handling Bad News About TransactionsTransactions
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Refusing Claims and Refusing Claims and Requests for AdjustmentRequests for Adjustment
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Summary of ObjectivesSummary of Objectives
Copyright © 2013 Pearson Education, Inc. publishing as Prentice Hall Chapter 9 - 29
Sending Negative Organizational News
Sending Negative Organizational News
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Sending Negative Sending Negative Organizational NewsOrganizational News
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Normal Normal CircumstanceCircumstance
ss
Crisis Crisis CommunicatioCommunicatio
nn
Communicating Under Communicating Under Normal CircumstancesNormal Circumstances
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• Match the Approach to the Situation
• Consider Unique Needs of Each Group
• Give Each Audience Time to React
• Allow Time to Plan and Manage a Response
• Stay Positive but Avoid False Optimism
• Seek Expert Advice When You’re Not Sure
Communicating Communicating in a Crisisin a Crisis
Copyright © 2013 Pearson Education, Inc. publishing as Prentice Hall Chapter 9 - 33
Summary of ObjectivesSummary of Objectives
Copyright © 2013 Pearson Education, Inc. publishing as Prentice Hall Chapter 9 - 34
Sending Negative Employment Messages
Sending Negative Employment Messages
Copyright © 2013 Pearson Education, Inc. publishing as Prentice Hall Chapter 9 - 35
Types of Negative Types of Negative Employment MessagesEmployment Messages
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Refusing Requests for Employee Refusing Requests for Employee References and Recommendation References and Recommendation
LettersLetters
Copyright © 2013 Pearson Education, Inc. publishing as Prentice Hall Chapter 9 - 37
RequestedRequestedby Businessesby Businesses
RequestedRequestedby Businessesby Businesses
ConcisenessConciseness
DirectnessDirectness
RequestedRequestedby Individualsby Individuals
RequestedRequestedby Individualsby Individuals
DiplomacyDiplomacy
PreparationPreparation
Refusing Social Network Refusing Social Network Recommendation RequestsRecommendation RequestsSocial Networking Traditional Requests
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Informal RequestsChoose Response
Informal RequestsChoose Response
Brief Statement OkayBrief Statement Okay
Greater QuantityGreater Quantity
Increase in ViewsIncrease in Views
FormalFormal
Complete Letter Expected
Complete Letter Expected
Reduced QuantityReduced Quantity
Limited RecipientsLimited Recipients
Rejecting Job ApplicationsRejecting Job Applications
Copyright © 2013 Pearson Education, Inc. publishing as Prentice Hall Chapter 9 - 39
• Personalize the message
• Open with appreciation
• Coney the negative news politely
• Avoid explaining the rejection
• Don’t make promises you won’t keep
• Express sincere wishes
Giving Negative Giving Negative Performance ReviewsPerformance Reviews
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Terminating EmploymentTerminating Employment
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Writing Guidelines
– Present reasons clearly
– Avoid miscommunication
– Follow company policy
– Avoid personal attacks
– Solicit an objective review
– Deliver in person
Summary of ObjectivesSummary of Objectives
Copyright © 2013 Pearson Education, Inc. publishing as Prentice Hall Chapter 9 - 42
Copyright © 2013 Pearson Education, Inc. publishing as Prentice Hall Chapter 9 - 43
Chapter 9Chapter 9
Writing Negative Messages
Copyright © 2013 Pearson Education, Inc. publishing as Prentice Hall Chapter 9- 44
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