Writing Negative Messages Copyright 2010 Pearson Education International

Learning Objectives • Apply the three-step writing process to negative messages • Compare and

Learning Objectives • Explain the importance of maintaining high standards of ethics and etiquette

Goals of Negative Messages • Convey the message • Ensure acceptance • Promote goodwill

The Three-Step Process Planning Analyze Situation Gather Information Select Medium Get Organized Writing Adapt

Choosing the Approach • Predicting the audience’s reaction • Knowing the audience’s preferences •

The Direct Approach • State the bad news • Give reasons • End with

The Indirect Approach • Begin with a buffer • Provide reasons and information •

Open With a Buffer • • Respectful Relevant Neutral Transitional Copyright © 2010 Pearson

Reasons and Information • Explanation section – Guide readers’ responses – Provide sufficient details

Deliver the Bad News • De-emphasize the bad news • Use a conditional statement

Close on a Positive Note • Avoid a negative, uncertain conclusion • Limit future

Adapting to Your Audience • Cultural differences • Internal versus external Copyright © 2010

Cultural Differences • Proper tone • Organization • Cultural conventions Copyright © 2010 Pearson

The Type of Audience • Internal – Timeliness – Completeness • External – Diversity

Maintain High Standards • Ethics and etiquette – Laws and regulations – Human impact

Negative Messages • Routine business matters • Employment messages • Organizational news Copyright ©

Routine Business Requests • • • Select the approach Manage your time Be polite

Status of Transactions • Customer expectations – Have been set – Have not been

Claims and Adjustments • Things to employ • Things to avoid – Courtesy and

Organizational News • Normal circumstances • Crisis communication Copyright © 2010 Pearson Education International

Normal Circumstances • Match the approach to the situation • Consider unique needs of

Normal Circumstances • Stay positive but avoid false optimism • Minimize the element of

Crisis Communication • Crisis management plan – Operational procedures – Tasks and responsibilities Copyright

Employment Messages • Answering recommendation requests • Reviewing job applications • Reviewing performance •

Recommendation Letters • Requested by businesses – Conciseness – Directness • Requested by individuals

Employment Applications • Choose an approach carefully • State why applicant was not selected

Performance Reviews • Improve performance – Clarify job requirements – Give employees feedback –

Negative Reviews • Confront the problem • Plan the message • Respect privacy •

Terminating Employment • Present the reasons • Choose your words carefully • Minimize negative

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Learning Objectives • Apply the three-step writing process to negative messages • Compare and contrast the direct and indirect approaches to negative messages, including when it’s appropriate to use each one • Identify the risks of using the indirect approach and explain how to avoid problems Copyright © 2010 Pearson Education International Chapter 9 - 2

Learning Objectives • Explain the importance of maintaining high standards of ethics and etiquette when delivering negative messages • Explain the role of communication in crisis management • List and discuss three guidelines for delivering negative news to job applicants Copyright © 2010 Pearson Education International Chapter 9 - 3

Goals of Negative Messages • Convey the message • Ensure acceptance • Promote goodwill • Maintain a good corporate image • Minimize future correspondence Copyright © 2010 Pearson Education International Chapter 9 - 4

The Three-Step Process Planning Analyze Situation Gather Information Select Medium Get Organized Writing Adapt to the Audience Compose the Message Copyright © 2010 Pearson Education International Completing Revise Produce Message Proofread Message Distribute Message Chapter 9 - 5

Choosing the Approach • Predicting the audience’s reaction • Knowing the audience’s preferences • Judging the importance of the news • Preserving working relationships • Getting the reader’s attention • Following organizational guidelines Copyright © 2010 Pearson Education International Chapter 9 - 6

Reasons and Information • Explanation section – Guide readers’ responses – Provide sufficient details for support – Explain company policy Copyright © 2010 Pearson Education International Chapter 9 - 10

Close on a Positive Note • Avoid a negative, uncertain conclusion • Limit future correspondence • Be optimistic about the future • Be sincere Copyright © 2010 Pearson Education International Chapter 9 - 12

Status of Transactions • Customer expectations – Have been set – Have not been set • Communication goals – Modify expectations – Resolve the situation – Repair the relationship Copyright © 2010 Pearson Education International Chapter 9 - 19

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 International Chapter 9 - 20

Normal Circumstances • Match the approach to the situation • Consider unique needs of each group • Give each audience time to react • Allow time to plan/manage response Copyright © 2010 Pearson Education International Chapter 9 - 22

Normal Circumstances • Stay positive but avoid false optimism • Minimize the element of surprise • Seek expert advice when needed • Offer leadership and encouragement Copyright © 2010 Pearson Education International Chapter 9 - 23