© Prentice Hall, 2007Business Communication Essentials, 3eChapter Writing Negative Messages

© Prentice Hall, 2007Business Communication Essentials, 3eChapter Goals of Negative Messages 1.Convey the message 2.Gain acceptance 3.Maintain goodwill 4.Promote a good corporate image 5.Minimize future correspondence

© Prentice Hall, 2007Business Communication Essentials, 3eChapter PlanningWritingCompleting Analyze Situation Gather Information Select Medium Get Organized Revise Produce Proofread Distribute Analyze the Audience Analyze the Audience Compose the Message Compose the Message Three-Step Writing Process

© Prentice Hall, 2007Business Communication Essentials, 3eChapter Choosing the Best Approach Predicting the reader’s reaction Knowing the reader’s preferences Preserving working relationships Getting the reader’s attention Following organizational guidelines Controlling follow-up communication

© Prentice Hall, 2007Business Communication Essentials, 3eChapter The Direct Approach Bad News Step 1 Bad News Step 1 Reasons Step 2 Reasons Step 2 Positive Close Step 3 Positive Close Step 3 Flow of the Message Substance of the Message

© Prentice Hall, 2007Business Communication Essentials, 3eChapter The Indirect Approach Buffer Step 1 Buffer Step 1 Reasons Step 2 Reasons Step 2 Bad News Step 3 Bad News Step 3 Positive Close Step 4 Positive Close Step 4 Flow of the Message Substance of the Message

© Prentice Hall, 2007Business Communication Essentials, 3eChapter Begin With a Buffer Respectful Relevant Neutral Transitional

© Prentice Hall, 2007Business Communication Essentials, 3eChapter Reasons and Information Guide the Readers ReadersProvide Sufficient Detail Provide Explain Company Policy Explain OfferExplanationsOfferExplanationsPresent the Reasons Present

© Prentice Hall, 2007Business Communication Essentials, 3eChapter State the Bad News De-emphasize the Bad News Use a Conditional Statement Focus on the Positive Future Correspondence Corporate Image AcceptanceGoodwill

© Prentice Hall, 2007Business Communication Essentials, 3eChapter Close on a Positive Note Remain Confident Limit Correspondence Minimize Problems Avoid clichés

© Prentice Hall, 2007Business Communication Essentials, 3eChapter Negative Messages Routine Business Organizational News Employment Issues

© Prentice Hall, 2007Business Communication Essentials, 3eChapter Refusing Routine Requests Select the approach Manage your time Be polite but firm Propose alternatives Avoid empty closings

© Prentice Hall, 2007Business Communication Essentials, 3eChapter Status of Transactions CustomerExpectationsCustomerExpectations ModifyExpectationsModifyExpectationsSolve the Problem Solve Repair the Relationship Repair Have Been Set Have Not Been Set Communication Goals ConsiderApologyAvoidApology

© Prentice Hall, 2007Business Communication Essentials, 3eChapter Claims and Adjustments Things to EmployThings to Avoid Accepting Blame Making Accusations Being Negative Defaming Others Courtesy and Respect Indirect Approach Understanding and Tact Positive Attitude

© Prentice Hall, 2007Business Communication Essentials, 3eChapter Organizational News Products Services Operations

© Prentice Hall, 2007Business Communication Essentials, 3eChapter Negative Announcements Analyze the Situation Consider Each Group Minimize Surprises Plan Your Response Avoid False Optimism Seek Expert Advice

© Prentice Hall, 2007Business Communication Essentials, 3eChapter Employment Messages Job Applicants Other Companies Performance Reviews

© Prentice Hall, 2007Business Communication Essentials, 3eChapter Recommendation Letters Requested by Businesses Requested Be Direct State Facts Requested by Individuals Requested Practice Diplomacy Practice Diplomacy Recognize Feelings Recognize Feelings

© Prentice Hall, 2007Business Communication Essentials, 3eChapter Employment Applications Choose an Approach State the Reasons Propose Alternatives

© Prentice Hall, 2007Business Communication Essentials, 3eChapter Performance Reviews Job Requirements Feedback Action Plans

© Prentice Hall, 2007Business Communication Essentials, 3eChapter Negative Performance Reviews Confront the problem Plan the message Respect privacy Stay focused Get a commitment

© Prentice Hall, 2007Business Communication Essentials, 3eChapter Present Specific Reasons Choose Words Carefully Minimize Negative Feelings TerminationLetters

© Prentice Hall, 2007Business Communication Essentials, 3eChapter Reviewing Key Points Using the three-step process Developing negative messages Exploring common examples