Negative Messages Chapter 11 What is a negative

Negative Messages: Chapter 11

What is a negative message? • In the business world, delivery and calculation errors, product malfunctions, or refusal of routine requests and job applications are inevitable. • Negative messages. In Wikipedia. Retrieved from http: //en. wikipedia. org/wiki/Negative_Messages

Key points 1. 2 Goals 2. 3 x 3 writing process 3. Reasoning 4. Strategy 5. Sandwich effect

Key points 6. 4 receivers 7. Legal problems 8. Communication patterns 9. Apologies 10. Honesty

Strategies • To downgrade and/or avoid disappointment: ✓provide the cause and explanation of the rejection ✓reveal the news sensitively ✓demonstrate that the matter was treated seriously ✓push them to believe the decision was fair

Strategies • Primary goals: ✓Make the reader understand the bad news ✓Have the reader accept the bad news ✓Maintain a positive image of yourself and the organization

Strategies • Secondary goals: ✓Reduce bad feelings ✓Convey fairness ✓Avoid future correspondence ✓Avoid creating legal liability or responsibility for yourself or the organization

Indirect pattern • When explanations are given first the impact of the bad news is softened.

Direct pattern • It may be more effective when: ✓The receiver overlooks bad news ✓Organization policy requires directness ✓The receiver prefers directness ✓Firmness is necessary ✓Bad news is not damaging. oo

3 x 3 writing process 1. Analysis, anticipation and adaptation (pre-writing) 2. Research, organization and composition (writing) 3. Revision, proofreading and evaluation (revising)

Avoiding legal problems 1. Abusive language (profanity) 2. Careless language (statements shouldn’t be misinterpreted or damaging) 3. The Good-Guy syndrome (Avoid statements that make you feel good but may be inaccurate)

Delivering bad news sensitively • Buffer the message by converting the negative object into: ✓An appreciation or a compliment ✓An agreement or an understanding ✓Facts ✓Apology

Delivering bad news sensitively • Start by presenting the causes. ✓Explain clearly ✓Show that someone else will benefit from the decision ✓Explain company policy ✓Use optimistic and positive words ✓Treat the matter with seriousness and respect

Presenting the bad news • Disappointment can’t be prevented whereas shock reduction is possible ✓position the bad news strategically ✓use of a passive voice ✓focus on the positive ✓implying the refusal ✓suggest an alternative

Conclusion • Finish with a pleasant conclusion ✓Forward look (anticipate future relations) ✓Alternative ✓Good wishes ✓Freebies (send gifts etc) ✓Sales promotion

Link to our website • http: //negativemessages. wordpress. com /

References 1. GUFFEY, M. E. (2010) Business Communication: Process and Product (3 rd Ed). Toronto, Ontario 2. Images: i) What is a negative message? : http: //www. ereleases. com/prfuel/wpcontent/uploads/2010/05/bad-news. jpg ii) Key Points: http: //www. lestraceursdetout. com/wpcontent/uploads/2011/07/Services-business. jpg iii) Strategies: http: //img. ehowcdn. co. uk/article-pagemain/ehow/images/a 07/qm/dq/write-bad-news-letter-clients 800 x 800. jpg and http: //smallbiztrends. com/wpcontent/uploads/2011/01/i. Stock_000004996421 XSmall. jpg

References iv. Indirect pattern: http: //usafamilymedicine. files. wordpress. com/2008/08/att 21. jpg? w=450&h=338 v. Direct pattern: http: //hrpeople. monster. com/nfs/hrpeople/attachment_images/00 00/0013/badnews_crop 380 w. jpg? 1212551967 vi. 3 x 3 writing process: http: //hrpeople. monster. com/nfs/hrpeople/attachment_images/00 00/0013/badnews_crop 380 w. jpg? 1212551967 vii. Conclusion: http: //img. ehowcdn. com/article-pagemain/ehow/images/a 02/61/n 4/deliver-bad-news-business-setting 800 x 800. jpg viii. Link to our website: http: //www. visualcomgroup. com/fingerpoint. jpg

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