Negative Messages Detail PPT

7/23/2019 Negative Messages Detail PPT

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Negative

Messages


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Slide 2

Chapter 6

Direct Lettersand Goodwill

Messages

Chapter 7

PersuasiveMessages

Chapter 8

Negative

Messages


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Slide 3

1. Refuse routine requests and clais

2. !rea" #ad ne$s to custoers3. !rea" #ad ne$s to eplo%ees

Chapter 8

Negative

Messages

Whichorganization

pattern is better for

delivering bad news?

DIR!"

INDIR!"


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Slide &

"he direct strateg#

is appropriate for

delivering bad news

in so$e situations%

Reasons &ad

News!losing


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Slide '

Reasons

&ad

News !losing

When % % %

(he receiver a% overloo" the #ad ne$s. )rgani*ation polic% suggests directness.

(he receiver prefers directness.

+irness is necessar%. (he #ad ne$s is not daaging.

(he receiver,s good$ill is not an issue.


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Slide 6

-sing thedirect strateg#to

counicate #ad ne$s appeals to

efficienc#'oriented writers

$ho don,t $ant to $aste tie $ithefforts to soften the effects of #ad ne$s.

Reasons &ad News

!losing


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Slide 7

isappointent /rritation0nger

!o$$on Reactions to

Negative Infor$ation

oods cannot

#e deliveredas proised

roduct failure

Credit refusal!illing error


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Slide 8

isappointent /rritation0nger

(ou !an )suall# Di$inish Negative

*eelings +ssociated with &ad News if

(he reader

"no$s thereasons forthe reection (he #ad ne$s

is revealed$ith sensitivit%


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Slide 4

&uffer Reasons &ad News

!losing

-sing theindirectstrateg% tocounicate #ad ne$s appeals to

relationship'oriented writers

$ho care a#out ho$ a essage$ill affect its receiver.


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Slide 15

Goals inGoals in

!o$$unicating &ad News!o$$unicating &ad News

+cceptancestrive to help receiver

understand and accept the #ad ne$s.

Positivei$ageproote good iage of%ourself and %our organi*ation.

Messageclarit#a"e the essage so

clear that no further correspondence is

necessar%.

Protectionavoid creating legal lia#ilit%.


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Slide 11

Preventing Legal Proble$sPreventing Legal Proble$s

0void a#usive language.0void a#usive language.

Defa$ationfalse pu#lished stateent

that hars an individuals reputation Libel$ritten defaation

,lander-spo"en defaation

9aples: deadbeat, crook, quack


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Slide 12

0void careless language.0void careless language.

0void potentiall% daaging or easil%isinterpreted stateents. 9aple: (hefactor% floor is too dangerous for visitors on

field trips. Ree#er that %ou represent %our

organi*ation.

;


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Slide 13

&uffer Reasons &ad

News!losing

"he indirect strateg#

allows #ou to prepare the reader before

delivering the bad news. thus softening

the i$pact of the bad news%


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Slide 1&

Possible &uffers for /peningPossible &uffers for /pening

&ad'News Messages&ad'News Messages

+acts

-nderstanding

0polog%

Reasons &ad

News!losing

!est ne$s

Coplient

0ppreciation 0greeent

&uffer


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Slide 1'

QuickCheck

0ow effective are the following openings

for a letter that refuses to grant credit?Reveals the #ad

ne$s #luntl%.

ives the $rong

ipression.

-nfortunatel%= %our application

for credit has #een revie$ed

negativel%.

>e are delighted to receive %our

application for credit.

(he recent resurgence of

interest in the stoc" ar"et

caught an% of us #% surprise.

/s not relevant.


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Slide 16

QuickCheck

0ow effective are the following openings for

a letter that refuses to grant a re1uest for a

donation?

+ails to engage

the reader.

Coplients

reader and

doesn,t ipl%approval.

e appreciate the fine $or" %our

organi*ation is doing to provide

earl% childhood progras thateet the needs of parents and

ver% %oung children.


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Slide 17

Presenting the ReasonsPresenting the Reasons

!e cautious in e9plaining.

Cite reader #enefits= if possi#le.

9plain copan% polic%= if relevant.

Choose positive $ords. Sho$ that the atter $as treated seriousl% and

fairl%.

&uffer&ad

News!losingReasons


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Slide 18

"o reveal the bad news with

sensitivit#. learn these

,even "echni1ues forDee$phasizing &ad News%

&uffer Reasons !losing &ad

News


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Slide 14Chapter 1= Slide 14

)se the

passive

voice%

,uggest

an

alternative%

I$pl#the

refusal%

&e clearbut not

overl# graphic%

Place the

bad news

in a subordinate

clause%

)se a

long

sentence%

+void

thespotlight%

"echni1ues for"echni1ues forDee$phasizingDee$phasizing

&ad News&ad News

Mar% llen uffe%, Essentials of Business Communication, 7e


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Slide 25

Place the bad news in a subordinateclause%

Although we have no position for an individualwith your qualifications at this time, we arepleased that you thought of us when youstarted your ob search!

)se a long sentence%on,t put the #adne$s in a short= siple sentence.

+void the spotlight%ut the #ad ne$s in the

iddle of a paragraph half$a% through theessage.


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Slide 21

&e clear but not overl# graphic%

Instead of this

"ur investigation

reveals that you owe

three creditors large

sums and that you

were fired from yourlast ob!

"r# this

"ur investigationreveals that youremployment status andyour financial positionare unstable at thistime!


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Slide 22

I$pl# the refusal%

Instead of this

#e cannot contribute

to your charity this

year!

"r# this

Although all our profits

must be reinvested inour company this year,

we hope to be able to

support your futurefund$raising activities!


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Slide 23

)se the passive voice%

Instead of this

#e cannot make acontribution at thistime!

"r# this

A contribution cannotbe made at this time!

,uggest an alternative%

Although the cashmere sweater cannot be soldat the erroneously listed price of %&', we canallow you to purchase this %(&' item for only%&&'!


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Slide 2&

Passive'voice verbsPassive'voice verbsfocus attention on

actions rather than on personalities. (he% areuseful in #eing tactful.

+ctive voice

) cannot allow you toreturn the *+* playerbecause ! ! ! !

Passive voice

eturn of the *+*player is not allowedbecause ! ! ! !

yan checked the report,but he missed the error!

-he report waschecked, but the errorwas missed!


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Slide 2'

Notice thatNotice that

passive'voice verb phrasespassive'voice verb phrases

alwa#s include 2helper3 verbs%alwa#s include 2helper3 verbs%

Revie$ these e9aples of ?helperhelper@ ver#sforing passive voice:

(he report waschec"ed.

(he schedule is beingrevised. /nvitations weresent.


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Slide 26

QuickCheck

Convert the follo$ing stateents fro active

to passive voice.

0 cash contri#ution

cannot #e ade this %ear

#ecause of unusuall%high e9penses.

/ a una#le to a"e a

cash contri#ution this

%ear #ecause ofunusuall% high

e9penses.

>e cannot process

%our application thisonth.


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Slide 27

QuickCheck

Convert the follo$ing stateents fro active

to passive voice.

)ur products are sold

onl% through franchised

retailers.

>e sell our products

onl% through franchised

retailers.

Mar" ade a

prograing error thatdela%ed our proect.

0 prograing error $as

ade that dela%ed ourproect.


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Slide 28

!losing &ad'News Messages!losing &ad'News Messages

0void endings that sound canned= insincere=inappropriate= or selfAserving. (r% to personali*e

the closing $ith

&uffer Reasons &ad

News!losing

+ree#ies

Resale or sales

prootion

0 for$ard loo"

/nforation a#outalternative

ood $ishes


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Slide 24

&rea4ing

&ad

News

to$plo#ees

&rea4ing

&ad

News

to!usto$ers

Refusing Routine

Re1uests and !lai$s

Writing Plans forWriting Plans for

"hree Negative"hree Negative

MessageMessage

,ituations,ituations


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Slide 35

Writing Plan for RefusingWriting Plan for Refusing

Re1uests or !lai$sRe1uests or !lai$s

Start $ith a neutral stateent on $hich #othreader and $riter can agree= such as a

coplient= an e9pression of appreciation= a

quic" revie$ of the facts= or an apolog%. (r% to include a "e% idea or $ord that acts as

a transition to the e9planation.

Reasons &ad

News!losing&uffer


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Slide 31

resent valid reasons for the refusal=avoiding $ords that create a negative tone.

/nclude resale or sales prootion= if

appropriate.



&uffer&ad

News!losingReasons


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Slide 32

Soften the #lo$ #% positioning the #adne$s strategicall%= using the passivevoice= accentuating the positive= oripl%ing a refusal.

Suggest a coproise or su#stitute= ifpossi#le.


News




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Slide 33

Rene$ good feelings $ith a positivestateent.

Boo" for$ard to continued #usiness.

0void referring to the #ad ne$s.

&uffer Reasons &ad

News!losing




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Slide 3&

Model Refusal LettersModel Refusal Letters

!lic4 icon to view

letter illustrating refusal

of a donation re1uest%

!lic4 icon to view

$e$o refusing an internalre1uest before revision%

!lic4 icon to view

revised $e$o%

Adobe Acrobat

7.0 Document

Adobe Acrobat

7.0 Document

Adobe Acrobat

7.0 Document


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Slide 3'

5a$ine "his ffective5a$ine "his ffective

Refusal of Re1uest for !ash RefundRefusal of Re1uest for !ash Refund

)pen letter

#% clic"ing

icon at right.

Adobe Acrobat

7.0 Document


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Slide 36

!ontrolling da$age with!ontrolling da$age with

disappointed custo$ersdisappointed custo$ers

Den#ing clai$sDen#ing clai$s

Refusing creditRefusing credit &rea4ing&ad

News

to!usto$ers


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Slide 37

!ontrolling Da$age With!ontrolling Da$age With

Disappointed !usto$ersDisappointed !usto$ers

Call the individual involved.

escri#e the pro#le and apologi*e.

9plain >h% the pro#le occurred.

>hat %ou are doing to resolve it.

o$ %ou $ill prevent the pro#le frohappening again.


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Slide 38

+ollo$ $ith a letter that

ocuents details discussed in thephone call.

Boo"s for$ard to positive future

relations.

!lic4 icon to view

letter illustrating a bad'

news follow'up $essage%

Adobe Acrobat

7.0 Document


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Slide 34

Den#ing !lai$sDen#ing !lai$s

on,t #lae custoers= even if the% are atfault.

0void you stateents that sound preach%.

-se neutral= o#ective language to e9plain$h% the clai ust #e refused.

Consider offering resale inforation to

re#uild the custoer,sconfidence in %ourproducts or organi*ation.

!lic4 icon to view$odel letter%

Adobe Acrobat

7.0 Document


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Slide &5

Refusing !reditRefusing !redit

+our goals in conve%ing credit refusals:

0voiding language that causes hardfeelings

Retaining custoers on a cash #asis

reparing for possi#le future credit$ithout raising false e9pectations

0voiding disclosures that could cause ala$suit


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Slide &1

&rea4ing

&ad

News

to$plo#ees

&rea4ing

&ad

News

to!usto$ers

Refusing Routine

Re1uests and !lai$s

Writing Plans forWriting Plans for"hree Negative"hree Negative

MessageMessage

,ituations,ituations


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Slide &2

Writing Plan for &rea4ingWriting Plan for &rea4ing

&ad News to $plo#ees&ad News to $plo#ees

)pen $ith a neutral or positive stateent that

transitions to the reasons for the #ad ne$s.

Consider entioning the #est ne$s= a

coplient= appreciation= agreeent= or solidfacts.

Sho$ understanding.

Reasons &ad

News!losing&uffer


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Slide &3

9plain the logic #ehind the #ad ne$s. rovide a rational e9planation using positive $ords

and displa%ing epath%.

(r% to sho$ reader #enefits= if possi#le.

&uffer&ad

News!losingReasons

osition the #ad ne$s so that it does not stand out.

!e positive #ut don,t sugarcoat it.

-se o#ective language.


News


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rovide inforation a#out an alternative= if one

e9ists.

/f appropriate= descri#e $hat $ill happen ne9t.

Boo" for$ard positivel%.

&uffer Reasons &ad

News!losing

!lic4 icon to view

before'revision letter

announcing bad news to

e$plo#ees%

!lic4 icon to view

after'revision letter%

Adobe Acrobat

7.0 Document

Adobe Acrobat

7.0 Document

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Negative Messages Detail PPT