Writing Negatives Messages

>Negative message : -
Direct approach:
State the Advantage
sharing unexpected & unwelcoming news : -

audiences that have

that bad ↳ shorter
lot
riding a news
message
on information
requires
careful
planning &
I
↳ audience reach main iden
=

execution in less time

I
-maintain professional tone that

information keeps the focuse

communiting ive is on news not

unavoidable for business professionals ,

on
personal factore
& Ex for
:

saying no
request
issuing public apology
Resounse Explain way
news a re i ve

&
Explain & if
sharing unpleasant unwelcome or can't : -

information .

Explain why you

can't

E help maintain cordial

relationship
Goals:
Convey the bad
Writing
1 2 CSCE
news
Apologize not
-
or
:
-
:
.

for bad news -

2 Gain .

acceptance imediately express sympathy &

3 .
Maintain goodimage for
Organization Clarity Sensitivity Credibility Etiquette offer
help ,
without
guilt
4 audience
much
goodwill with -i
2 - - - Is also when someone's
plight
:
-
.

5 .
Reduce or eliminate the need for future E show sensitivity without accept
C
correspondence on the matter .
3
Completing
:
- "bar it :
S blama( )
-
Steps: Clear Complete Concise positive look for
apportunities & avoid creat false
planning : - PAMA even small flaws a re
signifiendis close hope (disrespect disregarded, diceived)
,

- as reader react to -ive news

purpose Audience Media Approach -

Attention in
completing details
discribing the action taken to avoid

Internal offer explanation

"way" Direct
-> proofread carefully to eliminate mistakes similar mistake +

Deliver it underline
promptly sencerity of apology
or or
->
,

External &
-
Indirect Delying :
Can be serious breach
of etiquette .
not
repeating the er ror .
Indirect approach: Maintaining High Standards of
I
Ethics & Etiquette
-

Buffer A neutral nuncontroversial State state it then make

,
clearly ,
smooth

statement statement that establishes bad transaction to tive news (balance) Reason of &attention
common
any give
: -

ground A
-

with the reader dictate the

& validates news >
lechniques : -
1s
variety of lows &
regulation
that
concern
prompted original request A .

Deemphasize the news : - content

delivery
&
of many business message
time devoted bad
without
promising
tive answer . -minimize
space
news with
potentially negative content

& Exrelease of financial information

Don't use it to avoid
Sayindl -ive
-present it & middle of sentence :

by
I
suggest tive outcom E point of emphasize
least
public
company
news
,
*
& middle
"

misleading -
&
of paragraph (if possible)
have
-
--
-
B Use conditional statement
.
: -
2) ive
message
can
significant -ive

Respectful relevant isn't provide -lif or when statement) to

imply that impact on the lives
of those
receiving
them ,

he could received favorable

misleading smooth a answere even if the news is
conveyed legally & carefully
transition -Avoid >
& demand that these
suggestion (may reverse decision good ethical practice
to reason C .

Emphasize +ive
aspects :
- situation be
approached with care &
L
-what you done do
Reasons before -focuse
or can
sensitivity .

lead reader to conclusion on facts-> less personal impact

Emotions often high-ive
they actually get there . -Avoide blunt/rude statement 3) run
message are involve

focuse for both sender

-> on issues +

defusing emotion withholding overemphazize

ive or +ive ,
& receiver

-> start with most tive point then ive information -> unethical & unfair & Sender :

manage
their emotion & consider

Be
put provide enough details the emotion state
-> concise
, of receiver

En Valid , will-thout-out Close- offer to

resource
opportunity emphasize your
reacher respect for your audience The
won't convince
every ·
challenge of sending &
receiving
ive

fos ters
-

Suggest alternative without solution, mess

age a
tendency to
delay ,
down
play
if you ask for decision action dis bad
or
,
make or
troy the news

what, when, how to do that ↳ e

they know
Howeverdoing
be unethic
may
sure so

Express best wishes +

avoid insurance comment

-Avoid
negative &
uncertainty
future
-
Manage correspondence
-Be optimistic about future L
 ·
Recently ,
some
company
have been sued Routine Business Matters I

by shareholder
,
consumer
,
employee government-
,
Crafting routine message responding
ive &
-manage your time carefully
for with ho information
-> :

Iding or
delaying ive
messages quickly graciously important
& skill is .
-
Consider mather closed

2 Ex : finance, environmental hazard -offer alternative of possible

company ,

&
product safety .

* Announcement :
-

-
Don't
imply other assistance .

Buffer ,
Reasons > present change ,
close

·
Effectively sharing
bad news within
organization * status of transactions :
-

requires commitment from

everyone
involved .
*
Rejecting suggestions &
proposals :
-

-always unwelcoming & unexpected

ne - 3 Goals

·
Employees : must commit to
sending ive
message
solicited Unsolicited ↳
Modify customers expectation
when
necessary
to
doing timely
so i n fashion ,
sender deserve
explanation "from external source Explain how you plan to resolve situation

E if that unpleasant difficult ↳ Repair whatever have

even or .
& Cus the news will be
response may not be
damage might been

unexpected indirect required if isn't

working done to the bussiness
relationship .

Managers
:
must commit to
maintaining open approach is better relationship with sender -
Some
message carry significant financial
Communication channels ramification
legal
& listening
information to share
when
employee
have ive *
Refusing Routine
Request :
-
if :

needs inform
& not
punishing ·
Unable to meet a
request : -
- No
promise the :

message simply to

deliver bad communication to customer with little

news
prince challenge is
give clear rive o r no
emphasize on
apologies
response without
generating ine
feeling or

Employees who observe unethical or

illegal behavior damaging the relationship -promise Attemp to reset those expectations
: &

within their companies & unable to - how the problem will be resolve
are solve
explain ,
an

through have
-

the problems normal channels D irect Approach Indirect would be part of this
may apology message
whistleb "best" est when stakes high
apology depend magnitude
but to resort to
no choice
- I lowing - scope of on

V audiance receiv
response when establish relationship of the mistake

E
Ycressing their concerns
internally through company quickly
& sender can with customer
making
⑧

S 2 this hot lines

medin or news
or
externally through
media if no other
social

options .
quickly
business
more on to other the
request
declining request
or when

that
help repair damage
repeat business :
to
relationship &
encourage

decision to "blow the whistle"

the had expected ↳ offer benefit to
on one's customer sort of unexpected
without Rebuild customer's confidence
rarely
five to
imployer is
easy
or
consequences
.

response comumer->

↳
 *
Refusing Claim &
Request for adjust : -

>Communicating in a Crisis :
-

->
Customer who make a tend to be some
of most critical instances of business

emotionally involve d .
communication occure
during crisis -

Indirect ↳ Customer,
employees, local communities will
-use
approach
:
-

to avoid for the demand information

accepting responsibility
unfortunate situation avoid ↳ Rumors 592 ? ) spread unpredictably
blaming the
can
+

customer
buy special attention to
- >
&
uncontrollably
the tome
of the letter

*
Responding to -ive information in social -
These event can't be predicted , companies
A tactful & courteous be media environment advance
message
in
can : can
prepare
-
-

build
good will ↳ Engage early often Response quickly far better
long-run
even while
denying claim .
& = much in

↳ Monitor online conversation

Evaluate successful communication

-
when
refusing claim
,
avoid
language that ive
messages -key during crisis is

maight have -ive impact on reader & ↳ Respond appropriately having" crisis
management plan"
why the request being refused
↓
explain
-

Defining operational procedures to deal with crisis

-Control emotions &

approach the situation Negative Organizational News -

Communication
clamy as possible avoid anything
as to -> under normal circumstances :

-
that the recipient might interpret as
- ↳ match your
approach to the situation

deruniqueneedeget me react
-

defamation ( 5)
↳consi
slS-5
-

-
-

&) ↳ avoid : -

↳ plan &
manage response
↳ stay fire but avoid false optimism
,

↳ seek expert advice if you need it .

M
 Negative Employment Messages ↓ ·
-ive performance reviews. -

Recipients have emotional stake in these Disadvantage :- Main purpose :

improve employee performance by

recommended
messages us
use Indirect
approach allow
everyone
to see who's been ↳
clarify job requirement
& what's been written about thim ↳ give feedback
chossing appropriate (key importanceI
- media .

find ↳) develop action plan

- make it easier to
people &

request recommendations ↓ it helps companies

to set standards & value

* References & Recommendation letters :

-
>
& more numerouse than
traditionally .

- Requested by n
-
performance problems
Document

E
mployers Applicants ·
Rejecting Job Applications :
- &>
protect from sued for unlawful termination
- - Routine communication , but -Evaluate all
challenging employees consistently
&5
Brevity Directness
Diplomacy preparation reasonse -
write in calm , objective voice

·
Recommendation
request : -
↳ Saying
Recipients
" No"

are
is never
easy
emotionally invested decision in
-Focuse

keep
on improvement opportunities
job descriptions up to date
-Fricker to address social ↳ must avoid
in
networking take care
prompting employment
environment than traditional discrimination
in
networking lowsuibe

& Cuz recommendation you

-
The safest avoid
make become
strategy sharing any
is to
:

part of your online

profile .
explanation for decision avoid
making future +

promises of future consideration .

E social
networking :

-personalize the message

Advantay in -
Express your appreciation
Allow more
flexibility when it come to
-Convey the ive news

responding to these
request -Avoid
offering explanation
Don't future decision
-

imply
-close with five tone

↳
 ·
Terminating Employment : -

-> ifemployment performance can't be

brought up to standards

-> if declining sale cause reduction in

workforce
I
terminate
Company employment
-

present resouns

-
Don't discriminate

-
Follow
policies
-Avoid personal insults
-
Seek advice
-
Deliver in
person

->
Difficult & -ive impact on both
&
employer imployee

~
Careful attention to content & tone

2 help the employee move on & minimize

misunderstanding &
unger
that

can lead to lawsuits .