Writing

Negative Messages

© Prentice Hall, 2005 Business Communication Today 8e Chapter 8 - 1

 The Three-Step Process

• Planning
• Writing
• Completing

© Prentice Hall, 2005 Business Communication Today 8e Chapter 8 - 2

 Negative Messages

• Convey the message

• Gain acceptance
• Maintain goodwill
• Promote a good corporate image
• Minimize future correspondence

© Prentice Hall, 2005 Business Communication Today 8e Chapter 8 - 3

 Planning the Message

• Analyze the situation

• Determine your purpose
• Profile the audience
• Gather information
• Choose a medium
• Organize the message

© Prentice Hall, 2005 Business Communication Today 8e Chapter 8 - 4

 Writing the Message

• Maintain a “you” attitude

• Build credibility
• Avoid accusations
• Convey respect
• Write clearly
• Be sensitive

© Prentice Hall, 2005 Business Communication Today 8e Chapter 8 - 5

 Completing the Message

• Revise the content

• Produce a professional message
• Proofread the message
• Deliver the message

© Prentice Hall, 2005 Business Communication Today 8e Chapter 8 - 6

 Developing Negative
Messages
• Type of approach
• Cultural variations
• Type of audience
• Ethical standards

© Prentice Hall, 2005 Business Communication Today 8e Chapter 8 - 7

 The Direct Approach

• State the bad news

• Give reasons
• End with a positive close

© Prentice Hall, 2005 Business Communication Today 8e Chapter 8 - 8

 The Indirect Approach

• Begin with a buffer

• Follow with reasons
• State the bad news
• End with a positive close

© Prentice Hall, 2005 Business Communication Today 8e Chapter 8 - 9

 Begin With a Buffer

• Things to do • Things to avoid

– Show appreciation – Saying “no”
– Pay attention – A know-it-all tone
– Compliment reader – Wordy phrases
– Be understanding – Apologies
– Show sincerity – Lengthy buffers

© Prentice Hall, 2005 Business Communication Today 8e Chapter 8 - 10

 Provide Reasons
and Information
• Guide your readers
• Provide support
• Suggest benefits
• Minimize policy

© Prentice Hall, 2005 Business Communication Today 8e Chapter 8 - 11

 State the Bad News

• De-emphasize the bad news

• Use a conditional statement
• Focus on the positive

© Prentice Hall, 2005 Business Communication Today 8e Chapter 8 - 12

 Close With Confidence

• Keep it positive
• Limit future correspondence
• Remain confident and optimistic

© Prentice Hall, 2005 Business Communication Today 8e Chapter 8 - 13

 Cultural Differences

• Proper tone
• Message organization
• Cultural conventions

© Prentice Hall, 2005 Business Communication Today 8e Chapter 8 - 14

 The Type of Audience

• Internal
– Timeliness
– Completeness
• External
– Diversity
– Confidentiality

© Prentice Hall, 2005 Business Communication Today 8e Chapter 8 - 15

 Maintain High Standards
• Communication ethics
– Timely delivery
– Clear messages
– Complete information
• Business etiquette
– Self-control
– Careful planning
– Sensitive wording

© Prentice Hall, 2005 Business Communication Today 8e Chapter 8 - 16

 Negative Messages

• Routine matters
• Organizational news
• Employment information

© Prentice Hall, 2005 Business Communication Today 8e Chapter 8 - 17

 Routine Matters

• Select the approach

• Manage your time
• Be polite but firm
• Propose alternatives
• Avoid empty closings

© Prentice Hall, 2005 Business Communication Today 8e Chapter 8 - 18

The Status of Transactions

• Customer expectations
– Modify expectations
– Solve the problem
– Repair the relationship

© Prentice Hall, 2005 Business Communication Today 8e Chapter 8 - 19

 Claims and Adjustments

• Things to employ • Things to avoid

– Courtesy and tact – Accepting blame
– Indirect approach – Accusations
– Positive attitude – Defamation
– Understanding and – Negative language
respect

© Prentice Hall, 2005 Business Communication Today 8e Chapter 8 - 20

 Organizational News

• Bad news about products

• Bad news about company operations

© Prentice Hall, 2005 Business Communication Today 8e Chapter 8 - 21

 Negative Announcements

• Match the approach to the situation

• Consider unique needs of groups
• Give each group time to respond
• Plan a sequence of announcements

© Prentice Hall, 2005 Business Communication Today 8e Chapter 8 - 22

 Negative Announcements

• Plan for and manage a response

• Stay positive, but be realistic
• Minimize the element of surprise
• Seek expert advice if you’re not sure

© Prentice Hall, 2005 Business Communication Today 8e Chapter 8 - 23

 Crisis Communication
• Define operational procedures
• Clarify communication tasks
• Assign specific responsibilities
• Test crisis-communication plan

© Prentice Hall, 2005 Business Communication Today 8e Chapter 8 - 24

 Employment Applications

• Use the direct approach

• State reasons clearly
• Suggest alternatives

© Prentice Hall, 2005 Business Communication Today 8e Chapter 8 - 25

 Recommendation Letters

• Requested by businesses
– Be direct
– State facts
• Requested by individuals
– Practice diplomacy
– Recognize feelings

© Prentice Hall, 2005 Business Communication Today 8e Chapter 8 - 26

 Performance Reviews

• Review requirements
• Provide feedback
• Develop action plans

© Prentice Hall, 2005 Business Communication Today 8e Chapter 8 - 27

 Negative
Performance Reviews
• Confront the problem
• Plan the message
• Maintain privacy
• Focus on the problem
• Obtain commitment

© Prentice Hall, 2005 Business Communication Today 8e Chapter 8 - 28

 Termination Letters

• Express the decision

• Give specific justification
• Minimize negative feelings

© Prentice Hall, 2005 Business Communication Today 8e Chapter 8 - 29