NEGATIVE MESSAGES

AND PERSUASIVE
MESSAGES
2022
SILABUS Pertemuan Pokok Bahasan & Sub Pokok Bahasan
Communicating in The Digital Age- Background & Theory
- Communication in concepts
- Developing Listening Skills
1-2 - Learning Nonverbal Communication Skills
- Recognizing How Culture Affects Communication
- Building Intercultural Workplace Skills
- Electronic Media.
Planning Business Messages
- Understanding the Communication Process,
3 - Analyzing and Anticipating the Audience,
- Using Expert Writing Techniques to Adapt to Your Audience,
- Developing Additional Expert Writing Techniques
Positive Messages & Routine Messages
- Developing Business Writing Techniques
- Penulisan direct request, Surat undangan, reservasi, pesanan
4
- Routine Messages: E-Mails, Memos, and Letters, Typical Request,
Response, and Instruction Messages
- Direct Claims and Complaints, Goodwill Messages
SILABUS
Negative Messages, & Persuasive Messages
- Communicating Negative News Effectively
- Analyzing Negative News Strategies
- Composing Effective Negative Messages
5-6 - Refusing Typical Requests and Claims
- Managing Bad News Within Organizations
- Planning and Writing Persuasive Requests
- Crafting Persuasive Messages in Digital-Age Organizations
- Creating Effective Sales Messages in Print and Online
Business Report: Informal Report
- Reporting in the Digital Age
- Report Formats and Heading Levels
7
- Defining the Purpose and Gathering Data
- Writing Short Informational Report
- Preparing Short Analytical Reports
8 Middle Test
SILABUS

Proposals and Formal Report

- Preparing Business Proposals,
9 - Writing and Editing Formal Business Report
- Documenting and Citing Sources in Business Reports
- Understanding Report Components
The Job Search and Résumés in the Digital Age
- Job Searching in the Digital Age
- Developing a Job-Search Strategy Focused on the Open Job Market
10-11 '- Pursuing the Hidden Job Market With Networking, Creating a
Customized Résumé
- Optimizing Your Job Search With Today’s Digital Tools
- Creating Customized Cover Messages
SILABUS

Interviewing & Business Presentation

- Purposes and Types of Employment Interviews
- Before-During-After the Interview
12-13
- Preparing Effective Business Presentations
- Preparing Engaging Multimedia Presentations
- Polishing Your Delivery and Following Up
Professionalism at Work: Business Etiquette, Ethics, Teamwork, and
Meetings
- Developing Professionalism and Business Etiquette Skills at the
14-15 Offi ce and Online,
- Communicating Face-to-Face on the Job
- Following Professional Telephone and Voice Mail Etiquette
- Planning and Participating in Face-to-Face and Virtual Meetings
16 Final Test
NEGATIVE MESSAGES
2022
7-1 Communicating Negative News Effectively.
6-1a. How to Achieve Your Goals in Communicating Negative News
As a business communicator working with bad news, you will have many goals.
Here’s how to achieve them
Explain clearly and completely. Your goal is to make your readers understand and, in the best
case, accept the bad news. Recipients should not have to call or write to clarify your message.
Project a professional image. Even when irate customers sound threatening and overstate
their claims, you should strive to stay calm, use polite language, and respond with clear
explanations of why a negative message was necessary.
Convey empathy and sensitivity. Try to use language that respects the receiver but also
attempts to reduce bad feelings. When appropriate, accept blame and apologize; however, strive
to do so without creating legal liability for your organization or yourself.
Be fair. When you can show that the decision was fair, impartial, and rational, receivers are far
more likely to accept the negative news.
Maintain friendly relations. A final goal is to demonstrate your desire to continue pleasant
relations and to regain the confidence of the reader.
7-2 Analyzing Negative News Strategies
7-3 Composing Effective Negative Messages
Explain the components of effective negative messages, including opening with a buffer,
apologizing, showing empathy, presenting the reasons, cushioning the bad news, and
closing pleasantly.
7.3a Opening Indirect Messages With a Buffer
Compliment. Praise the receiver’s accomplishments, organization, or efforts, but do so
with honesty and sincerity. I am honored that you asked me to speak Friday, November 6.
Appreciation. Convey thanks for doing business, for expressing feelings, or simply for
providing feedback. I appreciated about your qualifications in our interview last Friday.
Agreement. Make a relevant statement with which both you and the receiver can agree.
Facts. Provide objective information that introduces the bad news. During the past five
years the number of employees eating breakfast in our cafeteria has dropped from 32
percent to 12 percent.
Understanding. Show that you care about the reader.
7-3b Apologizing
The following pointers can help you apologize effectively in business messages:
Apologize promptly and sincerely.
Accept responsibility
Use good judgment.
7-3c Showing Empathy
Empathy is the ability to understand and
enter into the feelings of another

7-3d Presenting the Reasons

Explaining Clearly.
Citing Reader or Other Benefits if Plausible. Readers are more open to bad
news if in some way, even indirectly, it may help them. Readers also accept bad
news more readily if they recognize that someone or something else benefits,
such as other workers or the environment.
Explaining Company Policy
Choosing Positive Words. Because the words you use can affect a reader’s
response, choose carefully.
Showing Fairness and Serious Intent. In explaining reasons, show the reader
that you take the matter seriously, have investigated carefully, and are making an
unbiased decision. Receivers are more accepting of disappointing news when
they feel that their requests have been heard and that they have been treated
fairly
7-3e Cushioning the Bad News
Positioning the Bad News Strategically. Instead of spotlighting
it, sandwich the bad news between other sentences, perhaps
among your reasons.
Using the Passive Voice. Passive-voice verbs enable you to
depersonalize an action.
Highlighting the Positive
Implying the Refusal
Suggesting a Compromise or an Alternative 7-3f Closing Pleasantly
Alternative Follow-Up.
Freebies. When customers complain companies
often send coupons, samples, or gifts to restore
confidence and promote future business.
Good Wishes.
Forward Look.
Resale or Sales Promotion.
7.4 Managing Bad News Within Organizations

Generally, bad news is better received when reasons are given first.

Organizational bad news might involve declining profits, lost

contracts, harmful lawsuits, public relations controversies, and
policy changes. Within organizations, you may find yourself giving
bad news in person or in writing.

Delivering Bad News in Person

Explain: past, present, future. If you are
telling the boss about a problem such as the
computer crash, explain what caused the
crash, the current situation, and how and when
you plan to fix it.
Think about timing. Don’t deliver bad news when
someone is already stressed or grumpy. Experts
also advise against giving bad news on Friday
afternoon when people have the weekend to dwell
on it.
 Announcing Bad News to Employees and the Public

Many of the techniques used to communicate bad news in person are useful
when organizations face a crisis or must deliver negative news to their workers.
PERSUASIVE
MESSAGES
2022
Persuasive skills are
becoming ever more
important at work as
teams and managers
abandon the
traditional command
structure and focus
instead on influencing
others. However,
getting others to do
what we want isn’t
easy. Persuasion is
needed when we are
making more than
routine demands and
facing skeptical
audiences.
 Writing Effective Persuasive Claims and Complaints

An effective claim message makes a reasonable and valid request, presents a

logical case with clear facts, and has a moderate tone. Anger and emotion are
not effective persuaders.
 Persuasive Sales Techniques in the Digital Age
Your primary goal in writing a sales message is to get someone to devote
a few moments of attention to it. You may be promoting a product, a
service, an idea, or yourself.
Gaining A ttention in Sales Messages. Give offer , promises, quotation, fitur, ex : Now you
can raise your sales income by 50 percent or even more
with the proven techniques found in. . . .
I
Building nterest With Rational and Emotional Appeals. Rational appeals are associated with
reason and intellect. Call as selling points into references to making or saving money, increasing
efficiency, or making the best use of resources. Emotional appeals relate to status, ego, and
sensual feelings.
Reducing Resistance and Building Desire. Techniques : Testimonials, money back
guarantee, free trial or sample, Performance tests, polls, or awards.
Motivating Action at the Conclusion of a Sales Message. Because readers often need an extra
push, consider including additional motivators, such as :
▪▪ Offer a gift: You will receive a free iPad mini with the purchase of any new car.
▪▪ Promise an incentive: With every new, paid subscription, we will plant a tree in one of
America’s Heritage Forests.
▪▪ Limit the offer: Only the first 100 customers receive free travel mugs.
▪▪ Set a deadline: You must act before June 1 to take advantage of these low
prices.
 Thank You!
dewi@stiebalikpapan.ac.id
 TUGAS
SESUAI KELOMPOK TERAKHIR, BUATLAH SURAT MEWAKILI PERUSAHAAN UNTUK MENYAMPAIKAN
BERITA BURUK SEBAGAI BERIKUT :

1. RENCANA PEMBERHENTIAN KARYAWAN SHOPEE

2. HACKER YANG MENCURI IDENTIAS NASABAH BANK NUSANTARA

3. PENYITAAN ASET NASABAH BANK NUSANTARA

4. PENAWARAN BUKU RESEP DENGAN BAHASA PERSUASIF

5. SURAT PERMOHONAN PINDAH GEDUNG BARU DARI CABANG PERUSAHAAN