Chapter 8 Writing Negative Messages Copyright 2012 Pearson

Chapter 8 Writing Negative Messages Copyright © 2012 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 1

Learning Objectives 1. The Three-Step Writing Process 2. The direct and indirect approaches 3. Routine negative messages 4. Negative employment messages 5. Negative organizational news 6. Negative information in social media Copyright © 2012 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 2

Using the Three-Step Process for Negative Messages Copyright © 2012 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 3

Plan the Message Purpose Audience Medium Approach Copyright © 2012 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 4

Choose the Approach • Will the bad news come as a shock? • What does the reader prefer? • How important is the news? • What is your relationship with the reader? • Do you need the reader’s attention? • What is your organization’s style? Copyright © 2012 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 5

Write the Message • Clarity • Sensitivity • Credibility • Etiquette Copyright © 2012 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 6

Complete the Message • Revising • Producing • Proofreading • Delivering Copyright © 2012 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 7

Using the Direct Approach for Negative Messages Copyright © 2012 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 8

The Direct Approach Flow of the Message Bad News Reasons Positive Close Step 1 Step 2 Step 3 Substance of the Message Copyright © 2012 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 9

Using the Indirect Approach for Negative Messages Copyright © 2012 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 10

The Indirect Approach Flow of the Message Buffer Reasons Bad News Positive Close Step 1 Step 2 Step 33 Step 44 Step Substance of the Message Copyright © 2012 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 11

Parts of the Negative News Message Example Buffer or Cushion Thank you for your order. We appreciate your interest in our product. Reasons or Explanation We are writing to let you know that this product has been unexpectedly popular, with over 10, 000 requests on the day you placed your order. Negative News This unexpected increase in demand has resulted in a temporary out-of-stock/backorder situation. We will fulfill your order, received at 11: 59 p. m. on 09/09/2009, in the order it was received. We anticipate that your product will ship next Monday. While you wait, we encourage you to consider using Positive Close/ the enclosed $5 off coupon toward the purchase of any Redirect product in our catalog. We appreciate your business and want you to know that our highest priority is your Copyright © 2012 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 12 satisfaction.

Open with a Buffer Neutral Considerate Copyright © 2012 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 13

Present the Reasons Detailed Tactful Maintain Focus Individualized Defuse Emotions Unapologetic Positive Copyright © 2012 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 14

State the Bad News ►Deemphasize the News ►Use a Conditional Statement ►Emphasize Positive Aspects Copyright © 2012 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 15

Turn negative into positive Copyright © 2012 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 16

Write a Positive Close • Avoid Uncertainty • Limit Correspondence • Express Optimism • Be Sincere Copyright © 2012 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 17

Sending Negative Messages on Routine Business Matters Copyright © 2012 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 18

Announcements • Find Common Ground • State the Reasons • Present the Change • Close the Message Copyright © 2012 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 19

Routine Requests • Manage your time carefully • Consider the matter closed • Offer alternatives, if possible • Don’t imply other assistance Copyright © 2012 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 20

Status of Transactions • Modify Expectations • Explain Your Plan • Repair the Relationship Copyright © 2012 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 21

Claims or Adjustments Things to Employ Things to Avoid • Understanding • Emotional Response • Accurate Information • Abusive Language • Courtesy and Respect • Anger or Malice • Positive Tone • Negative Tone Copyright © 2012 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 22

Sending Negative Employment Messages Copyright © 2012 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 23

Recommendations Requested by Businesses Requested by Individuals Conciseness Diplomacy Directness Preparation Copyright © 2012 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 24

Job Applications • Personalize the message • Express your appreciation • Convey the negative news • Avoid offering explanations • Don’t imply future consideration • Close with a positive, courteous tone Copyright © 2012 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 25

Performance Reviews Meeting Feedback Coaching Copyright © 2012 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 26

Negative Performance • Document performance problems • Evaluate employees consistently • Write in a calm, objective voice • Focus on improvement opportunities • Keep job descriptions up to date Copyright © 2012 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 27

Terminating Employment • Present the Reasons • Avoid Discrimination • Follow Policies and Laws • Avoid Personal Attacks • Seek Objective Review • Deliver in Person Copyright © 2012 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 28

Sending Negative Organizational News Copyright © 2012 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 29

Negative Announcements • Review the Situation • Consider Each Group • Minimize Surprises • Plan and Manage Copyright © 2012 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 30

Negative Announcements • Seek Positive Angles • Avoid False Optimism • Seek Expert Advice • Employ Multimedia Copyright © 2012 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 31

Example Direct Delivery Direct Example Indirect Delivery Indirect Example Positive Thank you for your introduction request for leave. Negative news message as introduction Your request for leave has been denied. Conclusion Please contact your supervisor if Conclusion you need more information. Negative news message Copyright © 2012 Pearson Education, Inc. publishing as Prentice Hall We regret to inform you that your request has been denied. Please contact your supervisor if you need more information. Chapter 8 - 32

Copyright © 2012 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 33

Copyright © 2012 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 34

Responding to Negative Information in Social Media Copyright © 2012 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 35

Online Challenges False Rumors Unfair Criticism Copyright © 2012 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 36

Respond Effectively • Engaging • Monitoring • Evaluating • Responding Copyright © 2012 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 37

Writing Negative Messages Copyright © 2012 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 38

Practice: press release A public relations announcement issued to the news media and other targeted publications for the purpose of letting the public know of company developments Topic: IKEA MEATBALLS SCANDAL Copyright © 2012 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 39

Copyright © 2012 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 40