BUSINESS COMMUNICATION

Class B
Samuel Sunarya
Ricky A. W. 2012120017
Anthony 2012120211
Franciscus
CHAPTER 8
WRITING NEGATIVE MESSAGES


Five goals of negative messages
:
Give the bad news
Ensure its acceptance
Maintain readers goodwill
Maintain organizations good image
Reduce future correspondence on the matter
Using three steps writing
process for negative messages :
Nobody likes bad news, no one likes to get it,
and no one likes to give it but it is the fact of
life.
Step 1 : Plan Your Message
to minimize the damage to business
relationships and to encourage the
acceptance of your message by analyzing and
understanding the situation.


Step 2 : Write Your Message
using language that conveys respect and
avoid an accusing tone.
Step 3 : Complete Your Message
revise your contents to make sure everything
is clear, complete, and concise bearing in
mind that event small flaws are magnified as
readers react to your negative news.

Developing Negative Messages
Choosing the best approach :
1. using the direct approach effectively
- open with a clear statement of the bad news.
- provide reasons and additional information.
- close on a positive note.
2. using the indirect approach effectively
- open with a buffer.
- provide reasons and additional information.
- continue with a clear statement of the bad news.
- close on a positive note.

3. adapting to your audience
- cultural variation
- internal versus external audiences
4. maintaining high standards of ethics and
etiquette

Exploring common examples of
negative message
a. Sending negative messages on routine
business matters
- refusing routine requests
- handling bad news about transactions
- refusing claims and request for
adjustment
b. Sending negative organizational news
- communicating under normal
circumstances
- communicating in a crisis
c. Sending negative employment messages
- refusing requests for recommendation
letters
- rejecting job applications
- giving negative performance reviews
- terminating employment