Writing Negative Messages Copyright 2010 Pearson Education Inc

Writing Negative Messages Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall 1

Goals of Negative Messages 1. Convey the message 2. Ensure acceptance 3. Promote goodwill 4. Maintain a good corporate image 5. Minimize future correspondence Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall 2

The Three-Step Process Planning Writing Completing Analyze Situation Adapt to the Audience Revise Gather Information Select Medium Get Organized Compose the Message Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Produce Proofread Distribute 3

Choosing the Approach Audience Reaction Audience Preferences Importance of the News Working Relationships Getting Attention Organizational Guidelines Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall 4

The Direct Approach Flow of the Message Bad News Reasons Positive Close Step 1 Step 2 Step 3 Substance of the Message Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall 5

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 © 2010 Pearson Education, Inc. publishing as Prentice Hall 6

Open with a Buffer Respectful Relevant Neutral Transitional Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall 7

Reasons and Information Explanation Section Guide Readers’ Responses Provide Enough Details Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Explain Company Policy 8

Deliver the Bad News Clarity Three Techniques Courtesy De-Emphasize the Bad News Use a Conditional Statement Focus on the Positive Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall 9

Close on a Positive Note Look to the Future Remain Confident Build Goodwill Limit Correspondence Minimize Problems Suggest Action Avoid Clichés Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall 10

Types of Negative Messages Routine Business Employment Issues Organizational News Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall 11

Routine Business Requests • Select the approach • Manage your time • Be polite but firm • Consider alternatives • Don’t imply compliance Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall 12

Status of Transactions Have Been Set Customer Expectations Have Not Been Set Consider Apology Communication Goals Avoid Apology Modify Expectations Resolve the Situation Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Repair the Relationship 13

Claims and Adjustments Things to Employ Things to Avoid Courtesy and Tact Accepting Blame Indirect Approach Making Accusations Understanding Being Negative Positive Attitude Defaming Others Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall 14

Employment Messages Recommendations Job Applications Performance Reviews Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall 15

Recommendation Letters Requested by Businesses Requested by Individuals Conciseness Diplomacy Directness Preparation Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall 16

Employment Applications Choose Approach State Reasons Offer Alternatives Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall 17

Performance Reviews Organizational Standards Improve Performance Organizational Values Clarify Job Requirements Provide Feedback Unbiased and Objective Guide Improvements Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Problem Resolution 18

Negative Performance ü Confront the problem ü Plan the message ü Respect privacy ü Stay focused ü Get a commitment Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall 19

Terminating Employment Present the Reasons Avoid Litigious Wording Minimize Negativity Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall 20

Organizational News Products Services Operations Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall 21

Negative Announcements Analyze the Situation Consider Each Group Minimize Surprises Plan Your Response Avoid False Optimism Seek Expert Advice Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall 22

Challenges of Social Media Monitor Online Sources Set Up Special Websites Complaint Sites Advocacy Sites Blogs Social Networks Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall 23