Writing Negative Messages Chapter 9 Writing Negative Messages Copyright © 2015 Pearson Education, Inc. publishing as Prentice Hall Chapter 9 - 2 2

Learning Objectives Apply the three-step writing process to negative messages Explain how to use the direct approach effectively when conveying negative news Explain how to use the indirect approach effectively when conveying negative news Explain the importance of maintaining high standards of ethics and etiquette when delivering negative messages LEARNING OBJECTIVES After studying this chapter, you will be able to do the following: Apply the three-step writing process to negative messages Explain how to use the direct approach effectively when conveying negative news Explain how to use the indirect approach effectively when conveying negative news Explain the importance of maintaining high standards of ethics and etiquette when delivering negative messages Copyright © 2015 Pearson Education, Inc. publishing as Prentice Hall

Learning Objectives Describe successful strategies for sending negative messages on routine business matters List the important points to consider when conveying negative organizational news Describe successful strategies for sending negative employment-related messages LEARNING OBJECTIVES After studying this chapter, you will be able to do the following: 5. Describe successful strategies for sending negative messages on routine business matters 6. List the important points to consider when conveying negative organizational news 7. Describe successful strategies for sending negative employment-related messages Copyright © 2015 Pearson Education, Inc. publishing as Prentice Hall

Using the Three-Step Process for Negative Messages When planning negative messages, you cannot avoid the fact that your audience does not want to hear what you have to say. To minimize the damage to business relationships and to encourage the acceptance of your message, plan carefully. With a clear purpose and your audience’s needs in mind, gather the information your audience will need in order to understand and accept your message. Selecting the right medium is critical. Experts advise that bad news for employees should be delivered in person whenever possible. However, an increasing number of managers appear to be using electronic media to convey negative messages. Finally, the organization of your message requires particular care. This chapter presents in-depth advice on using both direct and indirect approaches to organization. By writing with clarity and sensitivity, you can help your reader to accept the decision and move on. Using language that conveys respect and avoids an accusing tone protects your audience’s pride. This kind of communication etiquette is always important, but it demands special care with negative messages. Moreover, you can ease the sense of disappointment by using positive words rather than negative words. The need for careful attention to detail continues as you are completing your message. Revise your content to make sure everything is clear, complete, and concise. Produce clean, professional documents and proofread carefully to eliminate mistakes. Finally, don’t delay conveying your negative message to avoid a serious breach of etiquette. Copyright © 2015 Pearson Education, Inc. publishing as Prentice Hall

Choosing the Approach: Planning Considerations In your business writing, you will need to choose the direct or indirect approach whenever you deliver bad news; however, there are no clear guidelines to help you choose in every case. You will have to choose one approach or the other, so ask yourself the following questions: Will the bad news come as a shock? Does the reader prefer short messages that get right to the point? How important is this news to the reader? Do you need to maintain a close working relationship with the reader? Do you need to get the reader’s attention? What is your organization’s preferred style? Copyright © 2015 Pearson Education, Inc. publishing as Prentice Hall

Negative Messages: Writing Considerations As you apply the three-step process to negative messages, keep these important aspects in mind. First, before you organize the message, determine whether it would be better to use the direct or the indirect approach. Second, before composing the message, be sensitive to variations between internal and external audiences. Third, lay out your qualifications for making the decision in question to facilitate acceptance of your message. Fourth, to fulfill the spirit of audience focus, be sure to respect your audience and avoid an accusatory tone. Copyright © 2015 Pearson Education, Inc. publishing as Prentice Hall

Opening With a Buffer The first step in using the indirect approach is to write a buffer, a neutral, non-controversial statement that is closely related to the point of the message. A buffer establishes common ground with your reader, and if you are responding to a request, a buffer validates that request. Given the damage that a poorly composed buffer can do, consider every buffer carefully before you send it. Is it respectful? Is it relevant? Is it neutral, implying neither yes nor no? Does it provide a smooth transition to the reasons that follow? If you can answer “yes” to every question, you can proceed with confidence to the next section of your message. Copyright © 2015 Pearson Education, Inc. publishing as Prentice Hall

Types Of Buffers Buffer Type Strategy Example Agreement Find a point on which you and the reader share similar views. We both know how hard it is to make a profit in this industry. Appreciation Express sincere thanks for receiving something. Your check for $127.17 arrived yesterday. Thank you. Good news Start with the part of your message that is favorable. We have credited your account in the amount of $14.95 to cover the cost of return shipping. The first step in using the indirect approach is to write a buffer, a neutral, non-controversial statement that is closely related to the point of the message. A buffer establishes common ground with your reader, and if you are responding to a request, a buffer validates that request. Given the damage that a poorly composed buffer can do, consider every buffer carefully before you send it. Is it respectful? Is it relevant? Is it neutral, implying neither yes nor no? Does it provide a smooth transition to the reasons that follow? If you can answer “yes” to every question, you can proceed with confidence to the next section of your message. Copyright © 2015 Pearson Education, Inc. publishing as Prentice Hall

Effective Buffer Statements Our department shares your goal of processing orders quickly and efficiently. (Establishes common ground with the reader and validates the concerns that prompted the original request without promising a positive answer) As a result of the last downsizing, every department in the company is running shorthanded. (Establishes common ground, but in a negative way that downplays the recipient’s concerns) The first step in using the indirect approach is to write a buffer, a neutral, non-controversial statement that is closely related to the point of the message. A buffer establishes common ground with your reader, and if you are responding to a request, a buffer validates that request. Given the damage that a poorly composed buffer can do, consider every buffer carefully before you send it. Is it respectful? Is it relevant? Is it neutral, implying neither yes nor no? Does it provide a smooth transition to the reasons that follow? If you can answer “yes” to every question, you can proceed with confidence to the next section of your message. Copyright © 2015 Pearson Education, Inc. publishing as Prentice Hall

Clearly State Bad News ● Minimize the space or time devoted to the bad news—without trivializing it or withholding any important information. ● Subordinate bad news in a complex or compound sentence (“My department is already shorthanded, so I’ll need all my staff for at least the next two months”). This construction presents the bad news in the middle of the sentence, the point of least emphasis. ● Embed bad news in the middle of a paragraph or use parenthetical expressions (“Our profits, which are down, are only part of the picture”). The first step in using the indirect approach is to write a buffer, a neutral, non-controversial statement that is closely related to the point of the message. A buffer establishes common ground with your reader, and if you are responding to a request, a buffer validates that request. Given the damage that a poorly composed buffer can do, consider every buffer carefully before you send it. Is it respectful? Is it relevant? Is it neutral, implying neither yes nor no? Does it provide a smooth transition to the reasons that follow? If you can answer “yes” to every question, you can proceed with confidence to the next section of your message. Copyright © 2015 Pearson Education, Inc. publishing as Prentice Hall

Clearly State Bad News Instead of This Write This I must refuse your request. We must deny your application. We cannot afford to continue the program. I will be out of town on the day you need me. The position has been filled. The program will conclude on May 1. The first step in using the indirect approach is to write a buffer, a neutral, non-controversial statement that is closely related to the point of the message. A buffer establishes common ground with your reader, and if you are responding to a request, a buffer validates that request. Given the damage that a poorly composed buffer can do, consider every buffer carefully before you send it. Is it respectful? Is it relevant? Is it neutral, implying neither yes nor no? Does it provide a smooth transition to the reasons that follow? If you can answer “yes” to every question, you can proceed with confidence to the next section of your message. Copyright © 2015 Pearson Education, Inc. publishing as Prentice Hall

Direct Approach: Low Emotional Involvement Specific purpose: To inform employees that the free coffee stations on each floor are being removed to save money I. Announce that the coffee stations are being removed ( Bad News = Main Idea) II. Explain that the change is part of an effort to help the company avoid temporary salary reductions during the slow economy (Reasoning) ) III. Explain that coffee and fruit will be available for purchase throughout the day in the employee cafeteria on the first floor (Additional Info) Figure 9.1 Comparing the Direct and Indirect Approaches for Negative Messages The direct and indirect approaches differ in two important ways: the position of the bad news within the sequence of message points and the use of a buffer in the indirect approach. (“Using the Indirect Approach for Negative Messages” on page 256 explains the use of a buffer.) Both these messages deal with changes made in response to negative financial developments, but the second example represents a much higher emotional impact for readers, so the indirect approach is called for in that case. Figure 9.2 explains how to choose the right approach for each situation. Copyright © 2015 Pearson Education, Inc. publishing as Prentice Hall

Direct Approach: Low Emotional Involvement IV. Mention—in an upbeat way—that the walk up and down the stairs will help employees re-energize when they need a break (Positive Angle) V. Explain that the management team will review profit levels quarter by quarter to see if the coffee stations can be put back (Additional Info) VI. Thank everyone for their continued efforts to boost sales and cut costs; with our combined efforts we will get through this slow period and return to solid growth as soon as possible (Respectful close) Figure 9.1 Comparing the Direct and Indirect Approaches for Negative Messages The direct and indirect approaches differ in two important ways: the position of the bad news within the sequence of message points and the use of a buffer in the indirect approach. (“Using the Indirect Approach for Negative Messages” on page 256 explains the use of a buffer.) Both these messages deal with changes made in response to negative financial developments, but the second example represents a much higher emotional impact for readers, so the indirect approach is called for in that case. Figure 9.2 explains how to choose the right approach for each situation. Copyright © 2015 Pearson Education, Inc. publishing as Prentice Hall

Direct Approach: Toyota Voluntary Recall Following the direct approach, the main idea is conveyed in the headline and in the opening paragraph. The second paragraph offers a concise but complete explanation of the situation, including the assurance that no injuries or accidents have been involved. Figure 9.3 Meeting Audience Needs in a Direct-Approach Message Toyota uses the direct approach in this message regarding a voluntary safety recall involving a small number of vehicles. The message opens with the announcement and then continues with a concise explanation of the situation and information about what the company is going to do next and what the affected customers need to do next. The close assures readers that no other Toyota products are involved. Source: Image courtesy of Toyota Motor Sales, U.S.A., Inc. Used by permission. Following the direct approach, the main idea is conveyed in the headline and in the opening paragraph. The second paragraph offers a concise but complete explanation of the situation, including the assurance that no injuries or accidents have been involved. The next two paragraphs outline the action Toyota is taking and provides information for owners about the repair (they will receive more detailed information in the notification mentioned above). The close respects reader concerns by verifying that no other Toyota or Lexus vehicles are involved with the voluntary recall. Copyright © 2015 Pearson Education, Inc. publishing as Prentice Hall

Indirect Approach: High Emotional Involvement Specific purpose: To inform employees that the Triton project, one of the new products currently in development, is being canceled I. Remind employees of the company’s strategy of periodically reviewing cost and revenue projections for every new product under development (Buffer) II. Describe recent increases in material costs that will affect the manufacturing costs of all the company’s products (Reasoning) III. Describe the recent entry into the market of a new competitor whose prices significantly undercut the projected retail price of the Triton product (Reasoning) Figure 9.1 Comparing the Direct and Indirect Approaches for Negative Messages The direct and indirect approaches differ in two important ways: the position of the bad news within the sequence of message points and the use of a buffer in the indirect approach. (“Using the Indirect Approach for Negative Messages” on page 256 explains the use of a buffer.) Both these messages deal with changes made in response to negative financial developments, but the second example represents a much higher emotional impact for readers, so the indirect approach is called for in that case. Figure 9.2 explains how to choose the right approach for each situation. Copyright © 2015 Pearson Education, Inc. publishing as Prentice Hall

Indirect Approach: High Emotional Involvement IV. Explain that between these forces, the Triton project no longer looks like a profitable product for the company to pursue (Bad news = Main Idea) V. Announce that the project is being cancelled, effective immediately (Positive angle) VI. Explain that management is currently deciding where to redeploy the Triton staff; their jobs are safe (Respectful close) VII. Thank all the employees on the Triton team for their commitment and effort; emphasize the strong prospects for the company’s other new products Figure 9.1 Comparing the Direct and Indirect Approaches for Negative Messages The direct and indirect approaches differ in two important ways: the position of the bad news within the sequence of message points and the use of a buffer in the indirect approach. (“Using the Indirect Approach for Negative Messages” on page 256 explains the use of a buffer.) Both these messages deal with changes made in response to negative financial developments, but the second example represents a much higher emotional impact for readers, so the indirect approach is called for in that case. Figure 9.2 explains how to choose the right approach for each situation. Copyright © 2015 Pearson Education, Inc. publishing as Prentice Hall

Reasons & Additional Information Because these management positions are quite challenging, the human resource department has researched the qualifications needed to succeed in them. The findings show that the two most important qualifications are a bachelor’s degree in business administration and two years’ supervisory experience. Shows the reader that the decision is based on a methodical analysis of the company’s needs and not on some arbitrary guideline Establishes the criteria behind the decision and lets the reader know what to expect This paragraph does a good job of stating reasons for the refusal: ● It provides enough detail to logically support the refusal. ● It implies that the applicant is better off avoiding a program in which he or she might fail. ● It shows that the company’s policy is based on experience and careful analysis. ● It doesn’t offer an apology for the decision because no one is at fault. ● It avoids negative personal expressions (such as “You do not meet our requirements”). Well-written reasons are ● Detailed ● Tactful ● Individualized ● Unapologetic if no one is at fault ● Positive Copyright © 2015 Pearson Education, Inc. publishing as Prentice Hall

Completing: Choosing Positive Words Positive Alternatives Examples of Negative Phrasings Your request doesn’t make any sense. The damage won’t be fixed for a week. You are clearly dissatisfied. I was shocked to learn that you’re unhappy. Please clarify your request. The item will be repaired next week. I recognize that the product did not live up to your expectations Thank you for sharing your concerns about your shopping experience. Figure 9.1 Comparing the Direct and Indirect Approaches for Negative Messages The direct and indirect approaches differ in two important ways: the position of the bad news within the sequence of message points and the use of a buffer in the indirect approach. (“Using the Indirect Approach for Negative Messages” on page 256 explains the use of a buffer.) Both these messages deal with changes made in response to negative financial developments, but the second example represents a much higher emotional impact for readers, so the indirect approach is called for in that case. Figure 9.2 explains how to choose the right approach for each situation. Copyright © 2015 Pearson Education, Inc. publishing as Prentice Hall

Closing on a Respectful Note The conclusion is your opportunity to emphasize your respect for your audience, even though you have just delivered unpleasant news. A positive close builds goodwill, suggests action, and looks to the future. The following guidelines will help you compose effective conclusions: Avoid a negative or uncertain conclusion. Do not refer to, repeat, or apologize for the bad news, and refrain from expressing any doubt that your reasons will be accepted. Manage future correspondence. Encourage additional communication only if you are willing to discuss your decision further. Be optimistic about the future. Do not anticipate problems (avoid statements such as “Should you have further problems, please let us know”). Be sincere. Steer clear of clichés that are insincere in view of the bad news (if you cannot help, do not say, “If we can be of any help, please contact us”). Copyright © 2015 Pearson Education, Inc. publishing as Prentice Hall

Maintaining High Standards of Ethics and Etiquette Laws and Regulations Human Impact Emotional Reactions First, a variety of laws and regulations dictate the content and delivery of many business messages with potentially negative content, such as the release of financial information by a public company. Second, negative messages can have a significant negative impact on the lives of those receiving them. Even if the news is conveyed legally and conscientiously, good ethical practice demands that these situations be approached with care and sensitivity. Third, emotions often run high when negative messages are involved, for both the sender and the receiver. Senders not only need to manage their own emotions but also need to consider the emotional state of their audiences. Copyright © 2015 Pearson Education, Inc. publishing as Prentice Hall

Challenges of Negative Business Messages The challenges of sending and receiving negative messages fosters a tendency to delay, downplay, or distort the bad news. However, doing so may be unethical, if not illegal. Employees who observe unethical or illegal behavior within their companies and are unable to resolve the problems through normal channels may have no choice but to resort to whistleblowing. They will express their concerns through company ethics hotlines or even going to the news media if they perceive no other options. The decision to “blow the whistle” on one’s own employer is rarely easy or without consequences. Recognizing the value of this feedback, however, many companies have formal reporting mechanisms that give employees a way to voice ethical and legal concerns to management. Some negative news scenarios will test your self-control and tempt you to respond with a personal attack. As a communicator, you have a responsibility to minimize the negative impact of your negative messages. In order to accomplish this, learn to focus on the actions or conditions that led to the negative news, not on personal shortcomings or character issues. Copyright © 2015 Pearson Education, Inc. publishing as Prentice Hall

Negative Organizational Messages Routine Business Social Media Crisis Communications Routine Business Businesses must at times send a range of negative messages regarding their ongoing operations. As you plan such messages, take extra care to consider all your audiences and their unique needs. Keep in mind that a significant negative event such as a plant closing can affect hundreds or thousands of people in multiple stakeholder groups. Social Media For all the benefits they bring to business, social media and other communication technologies have created a major new challenge: responding to online rumors, false information, and attacks on a company’s reputation. Consumers and other stakeholders can now communicate through blogs, Twitter, YouTube, social networking sites, advocacy sites such as http:// makingchangeatwalmart.org, general complaint and feedback websites such as www.yelp.com and www.epinions.com, sites that target specific companies, community Q&A sites such as Get Satisfaction, and numerous e-commerce shopping sites that encourage product reviews. Crisis Communication Some of the most critical instances of business communication occur during crises, which can include industrial accidents, crimes or scandals involving company employees, on-site hostage situations, terrorist attacks, information theft, product tampering incidents, and financial calamities. During a crisis, customers, employees, local communities, and others will demand information. In addition, rumors can spread unpredictably and uncontrollably. You can also expect the news media to descend quickly, asking questions of anyone they can find. Copyright © 2015 Pearson Education, Inc. publishing as Prentice Hall

Refusing Routine Requests When you are unable to meet a request, your primary communication challenge is to give a clear negative response without generating negative feelings or damaging either your personal reputation or the company’s reputation. Therefore, consider the following points as you develop routine negative messages: Choose the approach. The direct approach will work best for most routine negative responses. Your audience gets the answer quickly, and it saves you time. The indirect approach works best if the stakes are high, if you or your company has an established relationship with the person making the request, or you are forced to deny a request that you may have granted in the past. Manage your time carefully. Focus your limited time on the most important relationships and requests; craft quick, standard responses for less important situations. If the matter is closed, do not imply that it is still open. If your answer is truly no, avoid phrases such as, “Let me think about it and get back to you” as a way to delay saying no. Offer alternative ideas if you can. Remember to use your time wisely in such matters. Unless the relationship is vital to your company, you probably should not spend time researching alternatives for the other person. Do not imply that other assistance or information might be available if it is not. An empty attempt to soothe hostile feelings could simply lead to another request you will have to refuse Copyright © 2015 Pearson Education, Inc. publishing as Prentice Hall

Handling Bad News About Transactions Bad news about transactions is always unwelcome and usually unexpected. These messages have three goals: to modify the customer’s expectations regarding the transaction, to explain how you plan to resolve the situation, and to repair whatever damage might have been done to the business relationship. If you have not done anything specific to set the customer’s expectations—such as promising delivery within 24 hours—the message simply needs to inform the customer, with little or no emphasis on apologies. If you did set the customer’s expectations and now find you cannot meet them, your task is more complicated. In addition to resetting the customer’s expectations and explaining how you will resolve the problem, some messages need to include an element of apology. Copyright © 2015 Pearson Education, Inc. publishing as Prentice Hall

Refusing Claims and Requests for Adjustment Almost every customer who makes a claim is emotionally involved; therefore, the indirect approach is usually the best approach for a refusal. Your job as a writer is to avoid accepting responsibility for the unfortunate situation and yet avoid blaming or accusing the customer. To steer clear of these pitfalls, pay special attention to the tone of your message. Keep in mind that tact and courtesy can build goodwill, even while denying the claim. Avoid language that might have a negative impact on the reader. Instead, demonstrate that you understand and have considered the complaint. Then, even if the claim is unreasonable, rationally explain why you are refusing the request. Remember, do not apologize and do not rely on company policy. End the message on a respectful and action-oriented note. If you deal with enough customers over a long enough period, chances are you will get a request that is particularly outrageous. You need to control your emotions and approach the situation as calmly as possible to avoid saying or writing anything that the recipient might interpret as defamation. Copyright © 2015 Pearson Education, Inc. publishing as Prentice Hall

Sending Negative Organizational News Normal Circumstances Crisis Communication As a manager, you may need to issue negative announcements regarding some aspect of your products, services, or operations. Most of these scenarios have unique challenges that must be addressed on a case-by-case basis, but the general advice offered here applies to all of them. One key difference among all these messages is whether you have time to plan the announcement. The following slides address the two types of negative organizational news: communicating under normal circumstances and communicating during emergencies. Copyright © 2015 Pearson Education, Inc. publishing as Prentice Hall

Communicating in a Crisis Some of the most critical instances of business communication occur during crises. In such situations, customers, employees, local communities, and others will demand information. In addition, rumors can spread quickly and uncontrollably. The key to successful communication efforts during a crisis is having a crisis management plan. In addition to defining operational procedures to deal with the crisis itself, the plan also outlines communication tasks and responsibilities, which can include everything from media contacts to news release templates. The plan should clearly specify which people are authorized to speak for the company, contact information for all key executives, and a list of the media outlets and technologies that will be used to disseminate information. Many companies now go one step further by regularly testing crisis communications in realistic practice drills. Copyright © 2015 Pearson Education, Inc. publishing as Prentice Hall

Types of Negative Employment Messages The following slides will present the most common of these messages: refusing requests for references or recommendations, rejecting job applications, giving negative performance reviews, and terminating employment. Copyright © 2015 Pearson Education, Inc. publishing as Prentice Hall

Refusing Requests for Employee References and Recommendation Letters “Thank you for letting me know about your job opportunity with Coca-Cola. Your internship there and the MBA you’ve worked so hard to earn should place you in an excellent position to land the marketing job”. (Indirect Approach) Although we do not send out formal recommendations here at PepsiCo, I can certainly send Coca-Cola a confirmation of your employment dates. (Main Idea) And if you haven’t considered this already, be sure to ask several of your professors to write evaluations of your marketing skills. (Alternative Considerations) Best of luck to you in your career. (Positive Note) Refusing an applicant’s direct request for a recommendation letter is another matter. Any refusal to cooperate may seem to be a personal slight and a threat to the applicant’s future. Diplomacy and preparation help readers accept your refusal: Copyright © 2015 Pearson Education, Inc. publishing as Prentice Hall

Refusing Social Network Recommendation Requests Social Networking Traditional Requests Informal Requests Choose Response Brief Statement Okay Greater Quantity Increase in Views Formal Complete Letter Expected Reduced Quantity Limited Recipients One of the greatest values offered by business social networks is the opportunity for members to make introductions and recommendations. However, the situation with recommendations in a social networking environment is more complicated than with a traditional recommendation letter because the recommendations you make become part of your online profile. With a traditional request a limited number of people will view your message. Due to the ease with which requests can be made online you may experience a greater quantity of requests through online sources, such as Linked In. Since social networking requests are typically more informal take your time in choosing how you will respond. If you don’t know someone very well you might decide not to respond to a recommendation request. Finally, keep in mind that a brief recommendation statement is sufficient when replying to social networking requests online. Copyright © 2015 Pearson Education, Inc. publishing as Prentice Hall

Rejecting Job Applications Personalize the message Open with appreciation Coney the negative news politely Avoid explaining the rejection Don’t make promises you won’t keep Express sincere wishes Application rejection messages are routine communications, but saying no is never easy, and recipients are emotionally invested in the decision. Moreover, companies must be aware of the possibility of employment discrimination lawsuits, which have been on the rise in recent years. Dawn Wolf, “Job Applicant Rejection Letter Do’s and Don’ts—Writing an Appropriate ‘Dear John’ Letter to an Unsuccessful Applicant,” 31 May 2009, Employment Blawg .com [accessed 14 July 2010] www.employmentblawg.com. Of course, having fair and nondiscriminatory hiring practices is essential, but rejections must also be written in a way that doesn’t inadvertently suggest any hint of discrimination. Expert opinions differ on the level of information to include in a rejection message, but the safest strategy is to avoid sharing any explanations for the company’s decision and to avoid making or implying any promises of future consideration. Wolf, “Job Applicant Rejection Letter Do’s and Don’ts— Writing an Appropriate ‘Dear John’ Letter to an Unsuccessful Applicant”; “Prohibited Employment Policies/Practices,” U.S. Equal Employment Opportunity Commission [accessed 14 July 2010] www.eeoc.gov; Susan M. Heathfield, “Candidate Rejection Letter,” about.com [accessed 14 July 2010] http:// humanresources.about.com; “Rejection Letters Under Scrutiny: 7 Do’s & Don’ts,” Business Management Daily, 1 April 2009 [Accessed 14 July 2010] www.businessmanagementdaily.com. ●Personalize the email message or letter by using the recipient’s name. For example, mail merge makes it easy to insert each recipient’s name into a form letter. ●  Open with a courteous expression of appreciation for having applied. In a sense, this is like the buffer in an indirect message because it gives you an opportunity to begin the conversation without immediately and bluntly telling the reader that his or her application has been rejected. ●  Convey the negative news politely and concisely. The passive voice is helpful in this situation because it shifts focus away from the people involved and thereby depersonalizes the response. For example, “Your application was not among those selected for an interview,” is less blunt than the active phrase “We have rejected your application.” ●Avoid explaining why an applicant was rejected or why other applicants were chosen instead. Although it was once more common to offer such explanations, and some experts still advocate this approach, the simplest strategy from a legal standpoint is to avoid offering reasons for the decision. Avoiding explanations lowers the possibility that an applicant will perceive discrimination in the hiring decision or be tempted to challenge the reasons given. ●  Don’t state or imply that the application will be reviewed at a later date. Saying that “we will keep your résumé on file for future consideration” can create false hopes for the recipient and leave the company vulnerable to legal complaints if a future hiring decision is made without actually reviewing this candidate’s application again. If the candidate might be a good fit for another position in the company in the future, you can suggest he or she reapply if a new job opening is posted. ●  Close with positive wishes for the applicant’s career success. A brief statement such as “We wish you success in your career” is sufficient. Copyright © 2015 Pearson Education, Inc. publishing as Prentice Hall

Giving Negative Performance Reviews The main purpose of performance reviews is to improve employee performance by (1) emphasizing and clarifying job requirements, (2) giving employees feedback on their efforts toward fulfilling those requirements, and (3) guiding continued efforts by developing a plan of action, along with its rewards and opportunities. In addition to improving performance, these reviews help companies set organizational standards and communicate organizational values. Furthermore, documentation of performance problems can protect a company from being sued for unlawful termination. Copyright © 2015 Pearson Education, Inc. publishing as Prentice Hall

Summary of Objectives This concludes the PowerPoint presentation on Chapter 9, “Writing Negative Messages.” During this presentation, we have accomplished the following learning objectives: Applied the three-step writing process to negative messages Explained how to use the direct approach effectively when conveying negative news Explained how to use the indirect approach effectively when conveying negative news Explained the importance of maintaining high standards of ethics and etiquette when delivering negative messages Described successful strategies for sending negative messages on routine business matters Listed the important points to consider when conveying negative organizational news Described successful strategies for sending negative employment-related messages For more information about these topics, refer to Chapter 9 in Excellence in Business Communication. Copyright © 2015 Pearson Education, Inc. publishing as Prentice Hall

Copyright © 2015 Pearson Education, Inc. publishing as Prentice Hall