Business Communication Unit 11

Business Communication Today
Thirteenth Edition
Chapter 11
Writing Negative
Messages
Copyright © 2016, 2014, 2012 Pearson Education, Inc. All Rights Reserved.
Learning Objectives (1 of 3)
11.1 Apply the three-step writing process to negative
messages.
11.2 Explain how to use the direct approach effectively
when conveying negative news.
11.3 Explain how to use the indirect approach effectively
11.4 Explain the importance of maintaining high standards
of ethics and etiquette when delivering negative
messages.
11.5 Describe successful strategies for sending negative
messages on routine business matters.
11.6 List the important points to consider when conveying
negative organizational news.
11.7 Describe successful strategies for sending negative
employment-related messages.
Using the Three-Step Writing Process
for Negative Messages
LO 11.1 Apply the three-step writing process to negative
messages.
Step 1: Planning a Negative Message
Planning Elements
• Consider Your Audience and Purpose
• Gather the Information You Need
• Choose the Right Media and Channel
• Choose the Best Approach
Choosing the Direct or Indirect
Approach
Step 2: Writing a Negative Message
Writing Elements
• Write with Clarity and Sensitivity
• Clarify Your Qualifications
• Observe Communication Etiquette
• Choose Positive, Productive Words
Step 3: Completing a Negative
Message
Completing Elements
• Revise Your Content
• Produce Professional Documents
• Proofread Your Work Carefully
• Deliver Messages Promptly
Summary of Discussion (1 of 8)
• In this section, we discussed the following:
– Step 1: Planning a Negative Message
– Choosing the Direct or Indirect Approach
– Step 2: Writing a Negative Message
– Step 3: Completing a Negative Message
• The next section will cover Using the Direct Approach
for Negative Messages.
Using the Direct Approach for
Negative Messages
LO 11.2 Explain how to use the direct approach effectively
Opening with a Clear Statement of
the Bad News
Use the Introductory Paragraph
• State the Bad News Up Front
• Maintain a Calm, Professional Tone
• State Why You’re Writing, If Needed
Providing Reasons and Additional
Information (1 of 2)
Explain Why the News Is Negative
• Consider the Nature of the News
• Assess Your Relationship with Readers
• Determine Whether to Apologize
Closing on a Respectful Note (1 of 2)
Show Respect for the Recipient
• Consider Alternative Solutions
• Try to Include Positive Statements
• Take Steps to Avoid Future Mistakes
– Opening With a Clear Statement of the Bad News
– Providing Reasons and Additional Information
– Closing on a Respectful Note
• The next section will cover Using the Indirect Approach
for Negative Messages.
Using the Indirect Approach for
Negative Messages
LO 11.3 Explain how to use the indirect approach effectively
Opening With a Buffer
• Establish Common Ground
• Express Your Appreciation
• Show Your Attention to the Request
• Show You Understand Readers’ Needs
Providing Reasons and Additional
Information (2 of 2)
• Introduce Negative Points Gradually
• Provide Concise, Sufficient Details
• Don’t Hide Behind Company Policy
Continuing with a Clear Statement
of the Bad News
• Deemphasize the Bad News
• Use a Conditional Statement
• Stress What You Can Do or Have Done
Closing on a Respectful Note (2 of 2)
• Avoid an Uncertain Conclusion
• Limit Future Correspondence
• Express Optimism, if Appropriate
• Be Sincere and Avoid Clichés
– Opening With a Buffer
– Providing Reasons and Additional Information
– Continuing With a Clear Statement of the Bad News
– Closing on a Respectful Note
• The next section will cover Maintaining High Standards
of Ethics and Etiquette.
Maintaining High Standards of Ethics
and Etiquette
LO 11.4 Explain the importance of maintaining high
standards of ethics and etiquette when delivering negative
messages.
Challenges of Sending and Receiving
Negative Messages
• Corporate Finances
• Environmental Hazards
• Product Safety Issues
Sharing Bad News in Organizations
• Employees
– Sending Negative News
– Timely Communication
• Managers
– Open Communication
– Active Listening
• Whistleblowers
– Reporting Mechanisms
– Respect and Protection
– Challenges of Sending and Receiving Negative
Messages
– Sharing Bad News in Organizations
• The next section will cover Sending Negative Messages
on Routine Business Matters.
Sending Negative Messages on
Routine Business Matters
LO 11.5 Describe successful strategies for sending negative
messages on routine business matters.
Negative Announcements on Routine
Business Matters
1. Open with a Buffer
2. Provide Reasons and Information
3. Deliver the Announcement
4. Close the Message Appropriately
Rejecting Suggestions and Proposals
• Solicited
• Unsolicited
• Internal
• External
Refusing Routine Requests
• Manage Your Time Carefully
• If The Matter’s Closed, Say So
• Offer Alternatives, If Possible
• Don’t Imply Further Assistance
Handling Bad News About
Transactions
These Messages Have Three Goals:
• Modify the Customer’s Expectations
• Explain Your Plan of Action
• Repair The Business Relationship
Refusing Claims and Requests for
Adjustments
Employ These Avoid These
• Positive Tone • Negative Tone
• Understanding • Accusations
• Explanations, Facts • Abusive Language
• Appropriate Close • Anger or Malice
– Negative Announcements on Routine Business Matters
– Rejecting Suggestions and Proposals
– Refusing Routine Requests
– Handling Bad News About Transactions
– Refusing Claims and Requests for Adjustment
• The next section will cover Sending Negative
Organizational Messages.
Sending Negative Organizational
Messages
LO 11.6 List the important points to consider when
conveying negative organizational news.
Communicating Under Normal
Circumstances
• Match the approach to the situation.
• Consider each group’s unique needs.
• Give each audience time to react.
• Plan and manage a response.
• Be positive without false optimism.
• Seek expert advice, as needed.
Responding to Negative Information
in Social Media
• Responding to Rumors
• Refuting False Information
• Defending Against Attacks
Responding to Rumors and
Countering Negative Information
1. Engage Early and Engage Often
2. Monitor Online Conversations
3. Evaluate Negative Messages
4. Make the Appropriate Response
Communicating in a Crisis
Developing a Crisis Management Plan
• Define Operational Procedures
• Outline Communication Tasks
• State Communication Responsibilities
– Communicating Under Normal Circumstances
– Responding to Negative Information in Social Media
– Responding to Rumors and Countering Negative
Information
– Communicating in a Crisis
• The next section will cover Sending Negative
Employment Messages.
Sending Negative Employment
Messages
LO 11.7 Describe successful strategies for sending negative
employment-related messages.
Refusing Requests for Employee
References and Recommendations
Requested by Employers Requested by Applicants

Conciseness Diplomacy
Directness Preparation
Refusing Social Network
Recommendation Requests
• Three Basic Approaches
– Ignoring
– Refraining
– Responding
Rejecting Job Applications (1 of 2)
• Personalize the Message
• Express Your Appreciation
• Convey the Negative News
Rejecting Job Applications (2 of 2)
• Avoid Offering Explanations
• Don’t Imply Future Consideration
• Close on a Positive, Courteous Note
Giving Negative Performance
Reviews
• Document performance problems.
• Evaluate all employees consistently.
• Write in a calm, objective voice.
• Focus on opportunities for improvement.
• Keep job descriptions up to date.
Terminating Employment
• Present Reasons
• Don’t Discriminate
• Obey Policy & Law
• Avoid Insults
• Seek Advice
• Deliver in Person
– Refusing Requests for Employee References and
Recommendations
– Refusing Social Network Recommendation Requests
– Rejecting Job Applications
– Giving Negative Performance Reviews
– Terminating Employment
• This concludes our discussion of Chapter 11: Writing
Negative Messages.
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