Chapter 11

Writing Negative
Messages

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 Learning Objectives
1. The Three-Step Writing Process
2. The direct and indirect approaches
3. Ethics and etiquette in messages
4. Routine negative messages
5. Negative organizational news
6. Negative employment messages
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 Three-Step Process for
Negative Messages

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 Plan the Message

Purpose Audience

Medium Approach

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 Write the Message
•Clarity
•Sensitivity
•Credibility
•Etiquette
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 Complete the Message
•Revising
•Producing
•Proofreading
•Delivering
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 Summary of Discussion

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 The Direct Approach for
Negative Messages

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 State the Bad News
•Clarity
•Tone
•Reminder

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 Explain the Bad News
•Reasons
•Information
•Apology

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 Close the Message
•Respect
•Options
•Actions

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 Summary of Discussion

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 The Indirect Approach for
Negative Messages

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 The Indirect Approach
1 Open with a Buffer Statement

2 Provide Reasons and Information

3 Deliver the Negative News

4 Close on a Respectful Note

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 Open with a Buffer
•Respectful
•Relevant
•Neutral

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 Present the Reasons
Reasons and Information

Positive or Progressively The Main

Neutral Negative Idea

Justified, Fair, and Logical

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 State the Bad News

►Deemphasize the News

►Use a Conditional Statement

►Emphasize Positive Aspects

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 Close the Message
•Avoid Uncertainty
•Limit Correspondence
•Express Optimism
•Be Sincere

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 Summary of Discussion

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 High Standards of Ethics
and Etiquette

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 Legal Challenges
Corporate Finances

Environmental Hazards

Product Safety Issues

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 Corporate Effects

Employers Employees

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 Manage the Message

•Planning
•Objectivity

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 Summary of Discussion

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 Negative Messages for
Routine Business Matters

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 Announcements
Find Common Ground

Advance Your Reasoning

Announce the Change

Close the Message

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 Internal External

Solicited Unsolicited

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 Routine Requests
Manage Your Time Carefully

If The Matter’s Closed, Say So

Offer Alternatives, If Possible

Don’t Imply Further Assistance

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 Transaction Status
•Expectations
•Your Action Plan
•The Relationship

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 Claims or Adjustments
Employ These Avoid These
•Positive Tone •Negative Tone
•Understanding •Accusations
•Accuracy and Facts •Verbal Abuse
•Courtesy and Tact •Anger or Malice

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 Summary of Discussion

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 Sending Negative
Organizational News

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 Normal Circumstances
• Base the approach on the situation
• Consider each group’s needs
• Give each audience time to react
• Plan and manage a response
• Be positive, but no false optimism
• Seek expert advice, as needed
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 Social Media Challenges

●Online Rumors

●False Information

●Reputation Attacks

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 Respond Effectively
•Engaging
•Monitoring
•Evaluating
•Responding

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 Crisis Communication
Planning Procedures

Crisis
Management

Accountability Responsibility
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 Summary of Discussion

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 Sending Negative
Employment Messages

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 Recommendations
Requested by Requested by
Employers Applicants

Conciseness Diplomacy

Directness Preparation
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 Social Network Requests

•Ignoring
•Refraining
•Responding

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 Job Applications
• Personalize the message
• Express your appreciation
• Convey the negative news
• Avoid offering explanations
• Don’t imply future consideration
• Close on a positive, courteous note
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 Performance Reviews

Requirements Feedback

Action Plans Standards

Values Documentation
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 Negative Performance
•Documentation
•Consistency
•Objectivity
•Improvement
•Job Description
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 Terminating Employment

Present Reasons Avoid Insults

Don’t Discriminate Seek Advice

Obey Policy & Law Deliver in Person

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 Summary of Discussion

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 Chapter 11

Writing Negative
Messages

Copyright © 2014 Pearson Education, Inc. publishing as Prentice Hall Chapter 11 -46
Copyright © 2014 Pearson Education, Inc. publishing as Prentice Hall Chapter 11 -47