Writing

Negative Messages

Prentice Hall, 2008 Business Communication Today, 9e Chapter 9 - 1

 The Three-Step Process

Planning
Writing
Completing

Prentice Hall, 2008 Business Communication Today, 9e Chapter 9 - 2

 Negative Messages

Convey the message

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

Prentice Hall, 2008 Business Communication Today, 9e Chapter 9 - 3

 Planning the Message

Analyze the situation

Determine your purpose
Profile the audience
Gather information
Choose a medium

Prentice Hall, 2008 Business Communication Today, 9e Chapter 9 - 4

 Writing the Message

Maintain a you attitude

Build credibility
Protect company image
Avoid accusations
Write clearly
Be sensitive

Prentice Hall, 2008 Business Communication Today, 9e Chapter 9 - 5

 Completing the Message

Revise the content

Produce a professional message
Proofread the message
Deliver the message

Prentice Hall, 2008 Business Communication Today, 9e Chapter 9 - 6

Developing Negative Messages

Choose the best approach

Adapt to the audience
Maintain high standards of ethics
and etiquette

Prentice Hall, 2008 Business Communication Today, 9e Chapter 9 - 7

Choosing the Best Approach
Will the bad news come as a shock?
Does the reader prefer short messages that
get right to the point?
How important is this news to the reader?
Do you need to maintain a close working
relationship with the audience?
Do you need to get the reader's attention?
What is your organization's preferred style?
How much follow-up communication do you
want?
Prentice Hall, 2008 Business Communication Today, 9e Chapter 9 - 8
 The Direct Approach

State the bad news

Give reasons
End with a positive close

Prentice Hall, 2008 Business Communication Today, 9e Chapter 9 - 9

 The Indirect Approach

Begin with a buffer

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

Prentice Hall, 2008 Business Communication Today, 9e Chapter 9 - 10

 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, 2008 Business Communication Today, 9e Chapter 9 - 11

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

Prentice Hall, 2008 Business Communication Today, 9e Chapter 9 - 12

 State the Bad News

De-emphasize the bad news

Use a conditional statement
Focus on the positive

Prentice Hall, 2008 Business Communication Today, 9e Chapter 9 - 13

 Close on a Positive Note

Avoid negativity or uncertainty

Limit future correspondence
Be optimistic about the future
Be sincere
Remain confident

Prentice Hall, 2008 Business Communication Today, 9e Chapter 9 - 14

 Cultural Differences

Proper tone
Message organization
Cultural conventions

Prentice Hall, 2008 Business Communication Today, 9e Chapter 9 - 15

 The Type of Audience

Internal
Timeliness
Completeness
External
Diversity
Confidentiality

Prentice Hall, 2008 Business Communication Today, 9e Chapter 9 - 16

 Maintain High Standards of
Ethics and Etiquette
Laws and regulations
Content
Delivery
Human impact
Legality and conscientiousness
Care and sensitivity
Emotions
Senders
Receivers

Prentice Hall, 2008 Business Communication Today, 9e Chapter 9 - 17

Types of Negative Messages

Routine matters
Organizational news
Employment information

Prentice Hall, 2008 Business Communication Today, 9e Chapter 9 - 18

 Routine Matters
Select the approach
Manage your time
If the matter is closed, dont imply
that its still open
Offer alternatives if you can
Dont imply that other assistance or
information may be available if it isnt
Prentice Hall, 2008 Business Communication Today, 9e Chapter 9 - 19
The Status of Transactions

Customer expectations
Modify expectations
Solve the problem
Repair the relationship

Prentice Hall, 2008 Business Communication Today, 9e Chapter 9 - 20

 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, 2008 Business Communication Today, 9e Chapter 9 - 21

Negative Organizational News

Match the approach to the situation

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

Prentice Hall, 2008 Business Communication Today, 9e Chapter 9 - 22

Negative Organizational News

Plan for and manage a response

Stay positive, but be realistic
Minimize the element of surprise
Seek expert advice if youre not sure

Prentice Hall, 2008 Business Communication Today, 9e Chapter 9 - 23

 Crisis Communication

Crisis communication plan

Define operational procedures
Outline tasks and responsibilities
Speaking for the company
Contacting key executives
Identifying media outlets

Prentice Hall, 2008 Business Communication Today, 9e Chapter 9 - 24

 Recommendation Letters

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

Prentice Hall, 2008 Business Communication Today, 9e Chapter 9 - 25

 Employment Applications

Choose the approach carefully

Clearly state why applicant was not
selected
Close by suggesting alternatives

Prentice Hall, 2008 Business Communication Today, 9e Chapter 9 - 26

 Performance Reviews

Emphasize and clarify job

requirements
Give employees feedback
Develop action plans

Prentice Hall, 2008 Business Communication Today, 9e Chapter 9 - 27

 Negative
Performance Reviews
Confront the problem
Plan the message
Deliver message in private
Focus on the problem
Ask for employee commitment

Prentice Hall, 2008 Business Communication Today, 9e Chapter 9 - 28

 Termination Letters

Present reasons for this action

Avoid statements that could lead to a
wrongful termination lawsuit
Leave situation between terminated
employee and firm as favorable as
possible

Prentice Hall, 2008 Business Communication Today, 9e Chapter 9 - 29