Writing Negative Messageswps.pearsoned.co.uk/.../ppt/bovee_bct10_student_09.ppt · PPT file · Web...

Writing Negative Writing Negative MessagesMessages

Learning ObjectivesLearning 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

Learning ObjectivesLearning 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

Goals of Negative Goals of Negative MessagesMessages

• Convey the message• Ensure acceptance• Promote goodwill• Maintain a good corporate image• Minimize future correspondence

The Three-Step ProcessThe Three-Step ProcessWriting CompletingPlanning

Analyze Situation

Gather Information

Select Medium

Get Organized

Revise

Produce Message

Proofread Message

Distribute Message

Adapt to the Audience

Composethe Message

Choosing the ApproachChoosing 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

The Direct ApproachThe Direct Approach

• State the bad news• Give reasons• End with a positive close

The Indirect ApproachThe Indirect Approach

• Begin with a buffer• Provide reasons and information• State the bad news• Close with confidence

Open With a BufferOpen With a Buffer• Respectful• Relevant• Neutral• Transitional

Reasons and InformationReasons and Information

• Explanation section– Guide readers’ responses– Provide sufficient details for support– Explain company policy

Deliver the Bad NewsDeliver the Bad News

• De-emphasize the bad news• Use a conditional statement• Emphasize the positive

Close on a Positive NoteClose on a Positive Note

• Avoid a negative, uncertain conclusion• Limit future correspondence• Be optimistic about the future• Be sincere

Adapting to Your Adapting to Your AudienceAudience

• Cultural differences• Internal versus external

Cultural DifferencesCultural Differences

• Proper tone• Organization• Cultural conventions

The Type of AudienceThe Type of Audience

• Internal– Timeliness– Completeness

• External– Diversity– Confidentiality

Maintain High StandardsMaintain High Standards

• Ethics and etiquette– Laws and regulations– Human impact– Emotional reactions

Negative MessagesNegative Messages

• Routine business matters• Employment messages• Organizational news

Routine Business Routine Business RequestsRequests

• Select the approach• Manage your time• Be polite but firm• Propose alternatives• Don’t imply compliance

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

• Communication goals–Modify expectations– Resolve the situation– Repair the relationship

Claims and AdjustmentsClaims and Adjustments

• Things to employ– Courtesy and tact– Indirect approach– Understanding – Positive attitude

• Things to avoid– Accepting blame– Making accusations– Being negative– Defaming others

Organizational NewsOrganizational News

• Normal circumstances• Crisis communication

Normal CircumstancesNormal 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

Normal CircumstancesNormal Circumstances

• Stay positive but avoid false optimism• Minimize the element of surprise• Seek expert advice when needed• Offer leadership and encouragement

Crisis CommunicationCrisis Communication

• Crisis management plan– Operational procedures– Tasks and responsibilities

Employment MessagesEmployment Messages

• Answering recommendation requests• Reviewing job applications• Reviewing performance• Terminations

Recommendation LettersRecommendation Letters

• Requested by businesses– Conciseness– Directness

• Requested by individuals– Diplomacy– Preparation

Employment ApplicationsEmployment Applications

• Choose an approach carefully• State why applicant was not selected• Close by suggesting alternatives

Performance ReviewsPerformance Reviews

• Improve performance– Clarify job requirements– Give employees feedback– Develop a plan of action

Negative ReviewsNegative Reviews

• Confront the problem• Plan the message• Respect privacy• Focus on the problem• Obtain commitment

Terminating EmploymentTerminating Employment

• Present the reasons• Choose your words carefully• Minimize negative feelings

Writing Negative Messageswps.pearsoned.co.uk/.../ppt/bovee_bct10_student_09.ppt · PPT file · Web...

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