Writing Negative Messageswps.pearsoned.co.uk/.../ppt/bovee_bct10_student_09.ppt · PPT file · Web view2010-02-09 · Title: Writing Negative Messages Subject: Business Communication

Copyright © 2010 Pearson Education International Chapter 9 - 1

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

Documents

Writing Negative Messageswps.pearsoned.co.uk/.../ppt/bovee_bct10_student_09.ppt · PPT file · Web view2010-02-09 · Title: Writing Negative Messages Subject: Business Communication