Chapter 11 Writing Negative Messages Copyright © 2014 Pearson Education, Inc. publishing as...

Chapter 11

Writing Negative Messages

Copyright © 2014 Pearson Education, Inc. publishing as Prentice Hall 1Chapter 11 -

Plan the Message

Purpose

Medium

Audience

Approach

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Write the Message

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•Clarity

•Sensitivity

•Credibility

•Etiquette

Complete the Message

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•Revising

•Producing

•Proofreading

•Delivering

The Direct Approach for Negative Messages

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State the Bad News

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•Clarity•Tone•Reminder

Explain the Bad News

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•Reasons•Information•Apology ??

Close the Message

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•Respect•Options•Actions

The Indirect Approach for Negative Messages

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The Indirect Approach

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1 Open with a Buffer Statement

Close on a Respectful Note4

Provide Reasons and Information2

Deliver the Negative News3

Open with a Buffer

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• Neutral, non-controversial

statement closely related to

the point of the message.

(Everyone would agree you

have been a valuable

employee in our department.)

• Respectful

• Relevant

• Neutral

Present the Reasons

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Positive or Neutral

Progressively Negative

The Main Idea

Justified, Fair, and Logical

Reasons and Information

State the Bad News

►Deemphasize the News- minimize space and time devoted to bad news/embed in middle of paragraph.

►Use a Conditional StatementImply audience might someday receive a favorable response. (We may be able to rehire you once the economy improves)

►Emphasize Positive AspectsWhat you can do not what you cannot do

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Close the Message

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• Avoid Uncertainty – if decision is final don’t say “I hope you find the decision satisfactory.”

• Limit Correspondence - Limit future communications if don’t want to discuss further

• Express Optimism

• Be Sincere