Chapter 11

Writing Negative Messages

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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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