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
Business Communication Today 8e Chapter 8 - 4

Prentice Hall, 2005

Writing the Message

Maintain a you attitude Build credibility Avoid accusations Convey respect Write clearly Be sensitive
Business Communication Today 8e Chapter 8 - 5

Prentice Hall, 2005

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
Show appreciation Pay attention

Things to avoid
Saying no A know-it-all tone

Compliment reader
Be understanding Show sincerity

Wordy phrases
Apologies 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
Courtesy and tact Indirect approach

Things to avoid
Accepting blame Accusations

Positive attitude
Understanding and respect

Defamation
Negative language

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 youre 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