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© Prentice Hall, 2007Business Communication Essentials, 3eChapter PlanningWritingCompleting Analyze Situation Gather Information Select Medium Get Organized Revise Produce Proofread Distribute Analyze the Audience Analyze the Audience Compose the Message Compose the Message Three-Step Writing Process
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© Prentice Hall, 2007 Business Communication Essentials, 3e Chapter 8 - 1
Writing Negative Writing Negative MessagesMessages
© Prentice Hall, 2007 Business Communication Essentials, 3e Chapter 8 - 2
Goals of Negative Goals of Negative MessagesMessages
1. Convey the message
2. Gain acceptance
3. Maintain goodwill
4. Promote a good corporate image
5. Minimize future correspondence
© Prentice Hall, 2007 Business Communication Essentials, 3e Chapter 8 - 3
Planning Writing Completing
Analyze Situation
Gather Information
Select Medium
Get Organized
Revise
Produce
Proofread
Distribute
Analyze the Audience
Composethe Message
Three-Step Writing Three-Step Writing ProcessProcess
© Prentice Hall, 2007 Business Communication Essentials, 3e Chapter 8 - 4
Choosing the Best Choosing the Best ApproachApproach
Predicting the reader’s reactionKnowing the reader’s preferencesPreserving working relationshipsGetting the reader’s attentionFollowing organizational guidelinesControlling follow-up communication
© Prentice Hall, 2007 Business Communication Essentials, 3e Chapter 8 - 5
The Direct ApproachThe Direct Approach
Bad News
Step 1
Reasons
Step 2
Positive Close
Step 3
Flow of the Message
Substance of the Message
© Prentice Hall, 2007 Business Communication Essentials, 3e Chapter 8 - 6
The Indirect The Indirect ApproachApproach
Buffer
Step 1
Reasons
Step 2
BadNews
Step 3
PositiveClose
Step 4
Flow of the Message
Substance of the Message
© Prentice Hall, 2007 Business Communication Essentials, 3e Chapter 8 - 7
Begin With a BufferBegin With a BufferRespectful
Relevant
Neutral
Transitional
© Prentice Hall, 2007 Business Communication Essentials, 3e Chapter 8 - 8
Reasons and Reasons and InformationInformation
Guide theGuide theReadersReaders
ProvideProvideSufficient DetailSufficient Detail
ExplainExplainCompany PolicyCompany Policy
OfferOfferExplanationsExplanations
PresentPresentthe Reasonsthe Reasons
© Prentice Hall, 2007 Business Communication Essentials, 3e Chapter 8 - 9
State the Bad NewsState the Bad News
De-emphasize the Bad News
Use a Conditional Statement
Focus on the Positive
Future CorrespondenceFuture Correspondence
Corporate ImageCorporate Image
AcceptanceAcceptance GoodwillGoodwill
© Prentice Hall, 2007 Business Communication Essentials, 3e Chapter 8 - 10
Close on a Positive Close on a Positive NoteNote
Remain Confident
Limit Correspondence
Minimize Problems
Avoid clichés
© Prentice Hall, 2007 Business Communication Essentials, 3e Chapter 8 - 11
Negative MessagesNegative Messages
Routine Business
Organizational News
Employment Issues
© Prentice Hall, 2007 Business Communication Essentials, 3e Chapter 8 - 12
Refusing Routine Refusing Routine RequestsRequests
• Select the approach
• Manage your time
• Be polite but firm
• Propose alternatives
• Avoid empty closings
© Prentice Hall, 2007 Business Communication Essentials, 3e Chapter 8 - 13
Status of TransactionsStatus of Transactions
Customer Customer ExpectationsExpectations
Modify Modify ExpectationsExpectations
SolveSolvethe Problemthe Problem
Repair Repair the Relationshipthe Relationship
Have Have Been SetBeen Set
Have NotHave NotBeen SetBeen Set
Communication GoalsCommunication Goals
ConsiderConsiderApologyApology
Avoid Avoid ApologyApology
© Prentice Hall, 2007 Business Communication Essentials, 3e Chapter 8 - 14
Claims and Claims and AdjustmentsAdjustments
Things to Employ Things to Avoid
Accepting Blame
Making Accusations
Being Negative
Defaming Others
Courtesy and Respect
Indirect Approach
Understanding and Tact
Positive Attitude
© Prentice Hall, 2007 Business Communication Essentials, 3e Chapter 8 - 15
Organizational NewsOrganizational News
Products
Services
Operations
© Prentice Hall, 2007 Business Communication Essentials, 3e Chapter 8 - 16
Negative Negative AnnouncementsAnnouncements
Analyze the SituationAnalyze the Situation Consider Each GroupConsider Each Group
Minimize SurprisesMinimize Surprises Plan Your ResponsePlan Your Response
Avoid False OptimismAvoid False Optimism Seek Expert AdviceSeek Expert Advice
© Prentice Hall, 2007 Business Communication Essentials, 3e Chapter 8 - 17
Employment MessagesEmployment Messages
Job ApplicantsJob Applicants
Other CompaniesOther Companies
Performance ReviewsPerformance Reviews
© Prentice Hall, 2007 Business Communication Essentials, 3e Chapter 8 - 18
Recommendation LettersRecommendation Letters
RequestedRequestedby Businessesby Businesses
Be Direct State Facts
RequestedRequestedby Individualsby Individuals
PracticeDiplomacy
RecognizeFeelings
© Prentice Hall, 2007 Business Communication Essentials, 3e Chapter 8 - 19
Employment ApplicationsEmployment Applications
Choose an Approach
State the Reasons
Propose Alternatives
© Prentice Hall, 2007 Business Communication Essentials, 3e Chapter 8 - 20
Performance ReviewsPerformance Reviews
Job Requirements
Feedback
Action Plans
© Prentice Hall, 2007 Business Communication Essentials, 3e Chapter 8 - 21
NegativeNegativePerformance ReviewsPerformance Reviews
Confront the problem
Plan the message
Respect privacy
Stay focused
Get a commitment
© Prentice Hall, 2007 Business Communication Essentials, 3e Chapter 8 - 22
PresentPresentSpecific ReasonsSpecific Reasons
Choose Choose Words CarefullyWords Carefully
MinimizeMinimizeNegative FeelingsNegative Feelings
TerminationTerminationLettersLetters
© Prentice Hall, 2007 Business Communication Essentials, 3e Chapter 8 - 23
Reviewing Key PointsReviewing Key Points
• Using the three-step process
• Developing negative messages
• Exploring common examples