© Prentice Hall, 2005 Business Communication Today 8eChapter Writing Negative Messages

© Prentice Hall, 2005 Business Communication Today 8eChapter The Three-Step Process Planning Writing Completing

© Prentice Hall, 2005 Business Communication Today 8eChapter Negative Messages Convey the message Gain acceptance Maintain goodwill Promote a good corporate image Minimize future correspondence

© Prentice Hall, 2005 Business Communication Today 8eChapter Planning the Message Analyze the situation Determine your purpose Profile the audience Gather information Choose a medium Organize the message

© Prentice Hall, 2005 Business Communication Today 8eChapter Writing the Message Maintain a “you” attitude Build credibility Avoid accusations Convey respect Write clearly Be sensitive

© Prentice Hall, 2005 Business Communication Today 8eChapter Completing the Message Revise the content Produce a professional message Proofread the message Deliver the message

© Prentice Hall, 2005 Business Communication Today 8eChapter Developing Negative Messages Type of approach Cultural variations Type of audience Ethical standards

© Prentice Hall, 2005 Business Communication Today 8eChapter The Direct Approach State the bad news Give reasons End with a positive close

© Prentice Hall, 2005 Business Communication Today 8eChapter The Indirect Approach Begin with a buffer Follow with reasons State the bad news End with a positive close

© Prentice Hall, 2005 Business Communication Today 8eChapter Begin With a Buffer Things to do –Show appreciation –Pay attention –Compliment reader –Be understanding –Show sincerity Things to avoid –Saying “no” –A know-it-all tone –Wordy phrases –Apologies –Lengthy buffers

© Prentice Hall, 2005 Business Communication Today 8eChapter Provide Reasons and Information Guide your readers Provide support Suggest benefits Minimize policy

© Prentice Hall, 2005 Business Communication Today 8eChapter State the Bad News De-emphasize the bad news Use a conditional statement Focus on the positive

© Prentice Hall, 2005 Business Communication Today 8eChapter Close With Confidence Keep it positive Limit future correspondence Remain confident and optimistic

© Prentice Hall, 2005 Business Communication Today 8eChapter Cultural Differences Proper tone Message organization Cultural conventions

© Prentice Hall, 2005 Business Communication Today 8eChapter The Type of Audience Internal –Timeliness –Completeness External –Diversity –Confidentiality

© Prentice Hall, 2005 Business Communication Today 8eChapter Maintain High Standards Communication ethics –Timely delivery –Clear messages –Complete information Business etiquette –Self-control –Careful planning –Sensitive wording

© Prentice Hall, 2005 Business Communication Today 8eChapter Negative Messages Routine matters Organizational news Employment information

© Prentice Hall, 2005 Business Communication Today 8eChapter Routine Matters Select the approach Manage your time Be polite but firm Propose alternatives Avoid empty closings

© Prentice Hall, 2005 Business Communication Today 8eChapter The Status of Transactions Customer expectations –Modify expectations –Solve the problem –Repair the relationship

© Prentice Hall, 2005 Business Communication Today 8eChapter Claims and Adjustments Things to employ –Courtesy and tact –Indirect approach –Positive attitude –Understanding and respect Things to avoid –Accepting blame –Accusations –Defamation –Negative language

© Prentice Hall, 2005 Business Communication Today 8eChapter Organizational News Bad news about products Bad news about company operations

© Prentice Hall, 2005 Business Communication Today 8eChapter Negative Announcements Match the approach to the situation Consider unique needs of groups Give each group time to respond Plan a sequence of announcements

© Prentice Hall, 2005 Business Communication Today 8eChapter Negative Announcements Plan for and manage a response Stay positive, but be realistic Minimize the element of surprise Seek expert advice if you’re not sure

© Prentice Hall, 2005 Business Communication Today 8eChapter Crisis Communication Define operational procedures Clarify communication tasks Assign specific responsibilities Test crisis-communication plan

© Prentice Hall, 2005 Business Communication Today 8eChapter Employment Applications Use the direct approach State reasons clearly Suggest alternatives

© Prentice Hall, 2005 Business Communication Today 8eChapter Recommendation Letters Requested by businesses –Be direct –State facts Requested by individuals –Practice diplomacy –Recognize feelings

© Prentice Hall, 2005 Business Communication Today 8eChapter Performance Reviews Review requirements Provide feedback Develop action plans

© Prentice Hall, 2005 Business Communication Today 8eChapter Negative Performance Reviews Confront the problem Plan the message Maintain privacy Focus on the problem Obtain commitment

© Prentice Hall, 2005 Business Communication Today 8eChapter Termination Letters Express the decision Give specific justification Minimize negative feelings