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Chapter 8
Copyright © 2014 Pearson Education, Inc. Chapter 8 - 1
Writing Negative Messages
Learning Objectives
1. The Three-Step Writing Process
2. The direct and indirect approaches
3. Routine negative messages
4. Negative employment messages
5. Negative organizational news
6. Negative information in social media
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Using the Three-Step Process for Negative
Messages
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Plan the Message
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Purpose
Medium
Audience
Approach
Choose the Approach
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• Get the reader’s immediate attention?
• Audience’s communication preferences?
• How important is the news to the reader?
• Will the bad news come as a shock?
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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Using the Direct Approach for Negative
Messages
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The Direct Approach
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State the Negative News
Explain the Negative News
Close the Message
State the Bad News
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•Direct
•Professional
Explain the Bad News
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•Reasons
•Information
Close the Message
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•Respectful
•Positive
Summary of Discussion
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Using the Indirect Approach for Negative
Messages
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The Indirect Approach
1• Open With a Buffer
Statement
2• Provide Reasons and
Information
3 • State the Bad News
4• Close on a Respectful
Note
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Open with a Buffer
•Respectful
•Relevant
•Neutral
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Positive or Neutral
Progressively Negative
The Main Idea
Reasons and Information
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State the Bad News
►Deemphasize the News
►Use a Conditional Statement
►Emphasize Positive Aspects
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Write a Positive Close
•Avoid Uncertainty
•Limit Correspondence
•Express Optimism
•Be Sincere
Summary of Discussion
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Sending Negative Messages on Routine
Business Matters
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Announcements
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1• Open With a Buffer
Statement
2• Provide Reasons and
Information
3• Make the
Announcement
4 • Close the Message
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Workplace Proposals
Internal
External
Solicited
Unsolicited
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•Manage your time carefully
• If the matter is closed, say so
•Offer alternatives, if possible
•Don’t imply further assistance
Routine Requests
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Status of Transactions
• Modify Expectations
• Explain Your Plan
• Mend the Relationship
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Claims or Adjustments
Things to Employ Things to Avoid
• Emotional Response
• Abusive Language
• Anger or Malice
• Negative Tone
• Understanding
• Accurate Information
• Courtesy and Respect
• Positive Tone
Summary of Discussion
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Sending Negative Employment Messages
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Requested by Businesses
Conciseness
Directness
Requested byIndividuals
Diplomacy
Preparation
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Recommendations
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Social Network Requests
•Ignoring
•Refraining
•Responding
Job Applications• Personalize the message
• Express your appreciation
• Convey the negative news
• Avoid offering explanations
• Don’t imply future consideration
• Close with a positive, courteous tone
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Performance Reviews
•Meeting
•Feedback
•Coaching
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•Documentation
•Consistency
•Objectivity
•Job Description
• Improvement
Negative Performance
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Terminating Employment
•Present Reasons•Avoid Discrimination•Follow Policies & Laws•Avoid Personal Attacks•Seek Advice•Deliver in Person
Summary of Discussion
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Sending Negative Organizational News
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Negative Announcements
Match the Approach to the Situation
Consider the Needs of Each Group
Minimize the Element of Surprise
Plan and Manage a Response
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Negative Announcements
Avoid False Optimism
Seek the Advice of Experts
Use Multiple Media to Reach Out
Be Open and Transparent
Summary of Discussion
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Responding to Negative Information in Social
Media
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Online Challenges
●Online Rumors
●False Information
●Attack Reputations
Respond Effectively
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•Engaging
•Monitoring
•Evaluating
•Responding
Summary of Discussion
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Writing Negative Messages
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