Copyright 2017 Pearson Education Inc Excellence in Business
Copyright © 2017 Pearson Education, Inc.
Excellence in Business Communication Chapter 9 Writing Negative Messages Copyright © 2017 Pearson Education, Inc.
Learning Objectives (1 of 3) 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. Copyright © 2017 Pearson Education, Inc. Chapter 9 - 3
Learning Objectives (2 of 3) 4. Explain the importance of maintaining high standards of ethics and etiquette when delivering negative messages. 5. Describe successful strategies for sending negative messages on routine business matters. Copyright © 2017 Pearson Education, Inc. Chapter 9 - 4
Learning Objectives (3 of 3) 6. List the important points to consider when conveying negative organizational news. 7. Describe successful strategies for sending negative employment-related messages. Copyright © 2017 Pearson Education, Inc. Chapter 9 - 5
Using the Three-Step Writing Process for Negative Messages (LO 1) Apply the three-step writing process to negative messages. Copyright © 2017 Pearson Education, Inc. Chapter 9 - 6
Planning Elements Step 1: Planning Negative Messages Consider Your Audience and Purpose Gather the Information You Need Choose the Right Media and Channel Choose the Best Approach Copyright © 2017 Pearson Education, Inc. Chapter 9 - 7
Choosing the Approach Copyright © 2017 Pearson Education, Inc. Chapter 9 - 8
Writing Elements Step 2: Writing Negative Messages Write with Clarity and Sensitivity Clarify Your Qualifications Observe Communication Etiquette Choose Positive, Productive Words Copyright © 2017 Pearson Education, Inc. Chapter 9 - 9
Completing Elements Step 3: Completing Negative Messages Revise Your Content Produce Professional Documents Proofread Your Work Carefully Deliver Messages Promptly Copyright © 2017 Pearson Education, Inc. Chapter 9 - 10
Using the Direct Approach for Negative Messages (LO 2) Explain how to use the direct approach effectively when conveying negative news. Copyright © 2017 Pearson Education, Inc. Chapter 9 - 11
Opening with a Clear Statement of the Bad News Use the Introductory Paragraph Avoid Being Overly Blunt Transition into the News State Why You’re Writing, If Needed Copyright © 2017 Pearson Education, Inc. Chapter 9 - 12
Providing Reasons and Additional Information Explain Why the News Is Negative Consider the Nature of the News Assess Your Relationship with Readers Determine Whether to Apologize Copyright © 2017 Pearson Education, Inc. Chapter 9 - 13
Closing on a Respectful Note Show Respect for the Recipient Consider Alternative Solutions Try to Include Positive Statements Avoid Creating False Hopes Copyright © 2017 Pearson Education, Inc. Chapter 9 - 14
Using the Indirect Approach for Negative Messages (LO 3) Explain how to use the indirect approach effectively when conveying negative news. Copyright © 2017 Pearson Education, Inc. Chapter 9 - 15
Opening with a Buffer Neutral Statement Copyright © 2017 Pearson Education, Inc. • Express Your Appreciation • Assure Your Reader • Show That You Understand • Introduce the Subject Matter • Establish Common Ground Chapter 9 - 16
Types of Buffers Copyright © 2017 Pearson Education, Inc. Chapter 9 - 17
Providing Reasons and Additional Information Introduce Negative Points Gradually Provide Concise, Sufficient Details Don’t Hide Behind Company Policy Copyright © 2017 Pearson Education, Inc. Chapter 9 - 18
Continuing with a Clear Statement of the Bad News • Deemphasize the Bad News • Use a Conditional Statement • Stress What You Can Do or Have Done Copyright © 2017 Pearson Education, Inc. Chapter 9 - 19
Closing on a Respectful Note Avoid an Uncertain Conclusion Limit Future Correspondence Express Optimism if Appropriate Be Sincere and Avoid Clichés Copyright © 2017 Pearson Education, Inc. Chapter 9 - 20
Maintaining Ethics and Etiquette (LO 4) Explain the importance of maintaining high standards of ethics and etiquette when delivering negative messages. Copyright © 2017 Pearson Education, Inc. Chapter 9 - 21
Maintain High Standards of Ethics and Etiquette Adhere to Legal and Regulatory Requirements Approach with Care and Sensitivity Consider Audience’s Emotional State Copyright © 2017 Pearson Education, Inc. Chapter 9 - 22
Sending Negative Messages on Routine Business Matters (LO 5) Describe successful strategies for sending negative messages on routine business matters. Copyright © 2017 Pearson Education, Inc. Chapter 9 - 23
Making Unexpected Negative Announcements 1 Open with a Buffer 2 Provide Reasons and Information 3 Deliver the Announcement 4 Close the Message Appropriately Copyright © 2017 Pearson Education, Inc. Chapter 9 - 24
Unsolicited Proposals Solicited Proposals Copyright © 2017 Pearson Education, Inc. External Internal Rejecting Suggestions and Proposals Chapter 9 - 25
Refusing Routine Requests Manage Your Time Carefully If The Matter’s Closed, Say So Offer Alternatives If Possible Don’t Imply Further Assistance Copyright © 2017 Pearson Education, Inc. Chapter 9 - 26
Handling Bad News About Transactions These Messages Have Three Goals: Modify the Customer’s Expectations Explain Your Plan of Action Repair the Business Relationship Copyright © 2017 Pearson Education, Inc. Chapter 9 - 27
Effective Negative Message Regarding a Transaction Copyright © 2017 Pearson Education, Inc. Chapter 9 - 28
Refusing Claims and Requests for Adjustments Employ These: Avoid These: • Positive Tone • Negative Tone • Understanding • Accusations • Explanations, Facts • Abusive Language • Appropriate Close Copyright © 2017 Pearson Education, Inc. • Anger or Malice Chapter 9 - 29
Sending Negative Organizational News (LO 6) List the important points to consider when conveying negative organizational news. Copyright © 2017 Pearson Education, Inc. Chapter 9 - 30
Guidelines for Negative Announcements (1 of 2) Match the Approach to the Situation Consider the Needs of Each Group Minimize the Element of Surprise Plan and Manage a Response Copyright © 2017 Pearson Education, Inc. Chapter 9 - 31
Guidelines for Negative Announcements (2 of 2) Be Positive But Not Falsely Optimistic Seek the Advice of Experts Use Multiple Channels to Reach Out Be Open and Transparent Copyright © 2017 Pearson Education, Inc. Chapter 9 - 32
Sending Negative Employment Messages (LO 7) Describe successful strategies for sending negative employment-related messages. Copyright © 2017 Pearson Education, Inc. Chapter 9 - 33
Refusing Requests for Recommendations Requested by Employers Requested by Employees Conciseness Diplomacy Directness Preparation Copyright © 2017 Pearson Education, Inc. Chapter 9 - 34
Refusing Social Networking Recommendation Requests Ignoring Three Basic Approaches Refraining Responding Copyright © 2017 Pearson Education, Inc. Chapter 9 - 35
Rejecting Job Applications • Personalize the message. • Express your appreciation. • Remain courteous and polite. • Avoid offering explanations. • Don’t imply future consideration. • Close with a positive, courteous tone. Copyright © 2017 Pearson Education, Inc. Chapter 9 - 36
Giving Negative Performance Reviews • Document performance problems. • Evaluate all employees consistently. • Maintain a calm, objective tone. • Focus on opportunities for improvement. • Keep job descriptions up to date. Copyright © 2017 Pearson Education, Inc. Chapter 9 - 37
Terminating Employment Present Reasons Avoid Insults Don’t Discriminate Seek Advice Obey Policy & Law Deliver in Person Copyright © 2017 Pearson Education, Inc. Chapter 9 - 38
All rights reserved. No part of this publication may be reproduced, stored in a retrieval system, or transmitted, in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, without the prior written permission of the publisher. Printed in the United States of America. Copyright © 2017 Pearson Education, Inc. Chapter 9 - 39
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