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Chapter 11
Writing Negative Messages
Copyright © 2014 Pearson Education, Inc. publishing as Prentice Hall 1Chapter 11 -
Learning Objectives1. The Three-Step Writing Process2. The direct and indirect approaches3. Ethics and etiquette in messages4. Routine negative messages5. Negative organizational news6. Negative employment messages
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Three-Step Process for Negative Messages
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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
Summary of Discussion
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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
Summary of Discussion
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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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•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
►Use a Conditional Statement
►Emphasize Positive Aspects
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Close the Message
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•Avoid Uncertainty
•Limit Correspondence
•Express Optimism
•Be Sincere
Summary of Discussion
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High Standards of Ethics and Etiquette
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Legal Challenges
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Corporate Finances
Environmental Hazards
Product Safety Issues
Corporate Effects
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Employers Employees
Manage the Message
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•Planning•Objectivity
Summary of Discussion
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Negative Messages for Routine Business
Matters
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Announcements
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Find Common Ground
Close the Message
Advance Your Reasoning
Announce the Change
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Workplace Proposals
Unsolicited
ExternalInternal
Solicited
Routine Requests
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Manage Your Time Carefully
If The Matter’s Closed, Say So
Offer Alternatives, If Possible
Don’t Imply Further Assistance
Transaction Status
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•Expectations•Your Action Plan•The Relationship
Claims or Adjustments
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Employ These Avoid These
• Positive Tone
• Understanding
• Accuracy and Facts
• Courtesy and Tact
• Negative Tone
• Accusations
• Verbal Abuse
• Anger or Malice
Summary of Discussion
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Sending Negative Organizational News
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• Base the approach on the situation• Consider each group’s needs• Give each audience time to react• Plan and manage a response• Be positive, but no false optimism• Seek expert advice, as needed
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Normal Circumstances
Social Media Challenges
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●Online Rumors
●False Information
●Reputation Attacks
Respond Effectively
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•Engaging•Monitoring•Evaluating•Responding
Crisis Communication
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Crisis Management
Accountability Responsibility
Planning Procedures
Summary of Discussion
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Sending Negative Employment Messages
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Requested by Employers
Requested byApplicants
Conciseness
Directness
Diplomacy
Preparation
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Recommendations
Social Network Requests
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•Ignoring•Refraining•Responding
Job Applications• Personalize the message• Express your appreciation• Convey the negative news• Avoid offering explanations• Don’t imply future consideration• Close on a positive, courteous note
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Performance Reviews
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Requirements Feedback
Action Plans Standards
Values Documentation
Negative Performance
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•Documentation•Consistency•Objectivity•Improvement•Job Description
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Terminating Employment
Present Reasons
Don’t Discriminate
Obey Policy & Law
Avoid Insults
Seek Advice
Deliver in Person
Summary of Discussion
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Chapter 11
Writing Negative Messages
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Copyright © 2014 Pearson Education, Inc. publishing as Prentice Hall 47Chapter 11 -
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