Writing Negative Messages Prentice Hall 2005 Business Communication

Writing Negative Messages © Prentice Hall, 2005 Business Communication Today 8 e 1

The Three-Step Process • Planning • Writing • Completing © Prentice Hall, 2005 Business Communication Today 8 e 2

Negative Messages • Convey the message • Gain acceptance • Maintain goodwill • Promote a good corporate image • Minimize future correspondence © Prentice Hall, 2005 Business Communication Today 8 e 3

Planning the Message • • • Analyze the situation Determine your purpose Profile the audience Gather information Choose a medium Organize the message © Prentice Hall, 2005 Business Communication Today 8 e 4

Writing the Message • • • Maintain a “you” attitude Build credibility Avoid accusations Convey respect Write clearly Be sensitive © Prentice Hall, 2005 Business Communication Today 8 e 5

Completing the Message • • Revise the content Produce a professional message Proofread the message Deliver the message © Prentice Hall, 2005 Business Communication Today 8 e 6

Developing Negative Messages • • Type of approach Cultural variations Type of audience Ethical standards © Prentice Hall, 2005 Business Communication Today 8 e 7

The Direct Approach • State the bad news • Give reasons • End with a positive close © Prentice Hall, 2005 Business Communication Today 8 e 8

The Indirect Approach • Begin with a buffer • Follow with reasons • State the bad news • End with a positive close © Prentice Hall, 2005 Business Communication Today 8 e 9

Begin With a Buffer • Things to do • Things to avoid – Show appreciation – Saying “no” – Pay attention – A know-it-all tone – Compliment reader – Wordy phrases – Be understanding – Apologies – Show sincerity – Lengthy buffers © Prentice Hall, 2005 Business Communication Today 8 e 10

Provide Reasons and Information • Guide your readers • Provide support • Suggest benefits • Minimize policy © Prentice Hall, 2005 Business Communication Today 8 e 11

State the Bad News • De-emphasize the bad news • Use a conditional statement • Focus on the positive © Prentice Hall, 2005 Business Communication Today 8 e 12

Close With Confidence • Keep it positive • Limit future correspondence • Remain confident and optimistic © Prentice Hall, 2005 Business Communication Today 8 e 13

Cultural Differences • Proper tone • Message organization • Cultural conventions © Prentice Hall, 2005 Business Communication Today 8 e 14

The Type of Audience • Internal – Timeliness – Completeness • External – Diversity – Confidentiality © Prentice Hall, 2005 Business Communication Today 8 e 15

Maintain High Standards • Communication ethics – Timely delivery – Clear messages – Complete information • Business etiquette – Self-control – Careful planning – Sensitive wording © Prentice Hall, 2005 Business Communication Today 8 e 16

Negative Messages • Routine matters • Organizational news • Employment information © Prentice Hall, 2005 Business Communication Today 8 e 17

Routine Matters • • • Select the approach Manage your time Be polite but firm Propose alternatives Avoid empty closings © Prentice Hall, 2005 Business Communication Today 8 e 18

The Status of Transactions • Customer expectations – Modify expectations – Solve the problem – Repair the relationship © Prentice Hall, 2005 Business Communication Today 8 e 19

Claims and Adjustments • Things to employ • Things to avoid – Courtesy and tact – Accepting blame – Indirect approach – Accusations – Positive attitude – Defamation – Understanding and respect – Negative language © Prentice Hall, 2005 Business Communication Today 8 e 20

Organizational News • Bad news about products • Bad news about company operations © Prentice Hall, 2005 Business Communication Today 8 e 21

Negative Announcements • Match the approach to the situation • Consider unique needs of groups • Give each group time to respond • Plan a sequence of announcements © Prentice Hall, 2005 Business Communication Today 8 e 22

Negative Announcements • Plan for and manage a response • Stay positive, but be realistic • Minimize the element of surprise • Seek expert advice if you’re not sure © Prentice Hall, 2005 Business Communication Today 8 e 23

Crisis Communication • • Define operational procedures Clarify communication tasks Assign specific responsibilities Test crisis-communication plan © Prentice Hall, 2005 Business Communication Today 8 e 24

Employment Applications • Use the direct approach • State reasons clearly • Suggest alternatives © Prentice Hall, 2005 Business Communication Today 8 e 25

Recommendation Letters • Requested by businesses – Be direct – State facts • Requested by individuals – Practice diplomacy – Recognize feelings © Prentice Hall, 2005 Business Communication Today 8 e 26

Performance Reviews • Review requirements • Provide feedback • Develop action plans © Prentice Hall, 2005 Business Communication Today 8 e 27

Negative Performance Reviews • Confront the problem • Plan the message • Maintain privacy • Focus on the problem • Obtain commitment © Prentice Hall, 2005 Business Communication Today 8 e 28

Termination Letters • Express the decision • Give specific justification • Minimize negative feelings © Prentice Hall, 2005 Business Communication Today 8 e 29