Writing Negative

Messages

Chapter 9 - 1
Goals of Negative Messages

1. Convey the message

2. Ensure acceptance

3. Promote goodwill

4. Maintain a good corporate image

5. Minimize future correspondence

Chapter 9 - 2
 The Three-Step Process

Planning Writing Completing

Analyze Situation Adapt to Revise

the Audience
Gather Information Produce

Select Medium Proofread

Compose
Get Organized the Message Distribute
Chapter 9 - 3
 Choosing the Approach

Audience Audience Importance

Reaction Preferences of the News

Working Getting Organizational

Relationships Attention Preferences

Chapter 9 - 4
The Direct Approach
Flow of the Message

Bad News Reasons Positive Close

Step 1 Step 2 Step 3

Substance of the Message

Chapter 9 - 5
The Indirect Approach
Flow of the Message

Buffer Reasons Bad Positive

News Close

Step 1 Step 2 Step

Step 33 Step
Step 44

Substance of the Message

Chapter 9 - 6
Open With a Buffer

Respectful Relevant

Neutral Transitional

Chapter 9 - 7
Reasons and Information

Explanation Section

Readers’ Sufficient Company

Responses Details Policy

Chapter 9 - 8
 Deliver the Bad News

Clarity Three Techniques Courtesy

De-Emphasize the Bad News

Use a Conditional Statement

Focus on the Positive

Chapter 9 - 9
 Close on a Positive Note
Look to the Future

Avoid Negativity

Limit Correspondence
Build Suggest
Goodwill Action
Remain Optimistic

Practice Sincerity

Chapter 9 - 10
Adapting to Your Audience

Cultural
Differences

Internal Versus
External Audiences

Chapter 9 - 11
Cultural Differences

Proper Tone

Organization

Cultural Conventions

Chapter 9 - 12
The Type of Audience

Internal External

Timeliness Diversity

Completeness Confidentiality

Chapter 9 - 13
Maintain High Standards

Ethics Etiquette

Laws and Regulations

Human Impact

Emotional Reactions
Chapter 9 - 14
Negative Messages

Routine Business

Employment Issues

Organizational News

Chapter 9 - 15
Routine Business Requests

Select the Manage

Approach Your Time

Be Polite Consider Do Not Imply

But Firm Alternatives Compliance

Chapter 9 - 16
 Status of Transactions

Have Have Not

Been Set Customer Expectations Been Set

Consider Avoid
Apology
Communication Goals Apology

Modify Resolve Repair the

Expectations the Situation Relationship

Chapter 9 - 17
Claims and Adjustments
Things to Employ Things to Avoid

Courtesy and Tact Accepting Blame

Indirect Approach Making Accusations

Understanding Being Negative

Positive Attitude Defaming Others

Chapter 9 - 18
Organizational News

Normal
Circumstances

Crisis
Communication
Chapter 9 - 19
Normal Circumstances

Match the Approach to the Situation

Consider Unique Needs of Each Group

Give Each Audience Time to React

Allow for Planning and Managing a Response

Chapter 9 - 20
Normal Circumstances

Stay Positive but Avoid False Optimism

Minimize the Element of Surprise

Seek Expert Advice When You’re Not Sure

Offer Leadership and Encouragement

Chapter 9 - 21
Crisis Communication
Crisis Management Plan

Operational Tasks and

Procedures Responsibilities

Speaking for Contacting Identifying

the Company Key Executives Media Outlets

Chapter 9 - 22
Employment Messages

Recommendations

Job Applications

Performance Reviews

Terminations
Chapter 9 - 23
Recommendation Letters
Requested Requested
by Businesses by Individuals

Conciseness Diplomacy

Directness Preparation

Chapter 9 - 24
Employment Applications

Choose Approach

State Reasons

Offer Alternatives
Chapter 9 - 25
 Performance Reviews
Organizational Organizational
Standards Improve Performance Values

Clarify Job Requirements

Provide Feedback

Unbiased and Guide Improvements Problem

Objective Resolution

Chapter 9 - 26
Confront Problems Negative
Plan the Message
Reviews

Respect Privacy

Stay Focused

Gain Commitment
Chapter 9 - 27
Terminating Employment

Present the Reasons

Avoid Litigious Wording

Minimize Negativity
Chapter 9 - 28
Writing Negative
Messages

Chapter 9 - 29