1. Writing Negative Messages
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2. Learning Objectives
Apply the three-step writing process to negative messages
Compare and contrast the direct and indirect approaches to negative messages, including when it’s appropriate to use each one
Identify the risks of using the indirect approach and explain how to avoid problems
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3. Learning Objectives
Explain the importance of maintaining high standards of ethics and etiquette when delivering negative messages
Explain the role of communication in crisis management
List and discuss three guidelines for delivering negative news to job applicants
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4. Goals of Negative Messages
Convey the message
Ensure acceptance
Promote goodwill
Maintain a good corporate image
Minimize future correspondence
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5. The Three-Step Process
Planning
Writing
Completing
Analyze Situation
Gather Information
Select Medium
Get Organized
Revise
Produce Message
Proofread Message
Distribute Message
Adapt to
the Audience
Compose
the Message
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6. Choosing the Approach Predicting the audience’s reaction
Knowing the audience’s preferences
Judging the importance of the news
Preserving working relationships
Getting the reader’s attention
Following organizational guidelines
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7. The Direct Approach State the bad news Give reasons
End with a positive close
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8. The Indirect Approach Begin with a buffer
Provide reasons and information
State the bad news
Close with confidence
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9. Open With a Buffer Respectful Relevant Neutral Transitional
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10. Reasons and Information
Explanation section
Guide readers’ responses
Provide sufficient details for support
Explain company policy
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11. Deliver the Bad News De-emphasize the bad news
Use a conditional statement
Emphasize the positive
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12. Close on a Positive Note
Avoid a negative, uncertain conclusion
Limit future correspondence
Be optimistic about the future
Be sincere
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13. Adapting to Your Audience
Cultural differences
Internal versus external
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14. Cultural Differences Proper tone Organization Cultural conventions
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15. The Type of Audience Internal External Timeliness Completeness
Diversity
Confidentiality
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16. Maintain High Standards
Ethics and etiquette
Laws and regulations
Human impact
Emotional reactions
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17. Negative Messages Routine business matters Employment messages
Organizational news
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18. Routine Business Requests
Select the approach
Manage your time
Be polite but firm
Propose alternatives
Don’t imply compliance
Saying no is a routine part of business and shouldn't reflect negatively on you. If you said yes to every request that crossed your desk, you'd never get any work done. Consider the following points as you develop your routine negative messages:
Select the approach (direct or indirect)
Manage your time carefully.
If the matter is closed, don't imply that it's still open.
Offer alternative ideas if you can.
Don't imply that other assistance or information might be available if it isn't.
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19. Status of Transactions
Customer expectations
Have been set
Have not been set
Communication goals
Modify expectations
Resolve the situation
Repair the relationship
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20. Claims and Adjustments
Things to employ
Courtesy and tact
Indirect approach
Understanding
Positive attitude
Things to avoid
Accepting blame
Making accusations
Being negative
Defaming others
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21. Organizational News Normal circumstances Crisis communication
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22. Normal Circumstances Match the approach to the situation
Consider unique needs of each group
Give each audience time to react
Allow time to plan/manage response
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23. Normal Circumstances Stay positive but avoid false optimism
Minimize the element of surprise
Seek expert advice when needed
Offer leadership and encouragement
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24. Crisis Communication Crisis management plan Operational procedures
Tasks and responsibilities
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25. Employment Messages Answering recommendation requests
Reviewing job applications
Reviewing performance
Terminations
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26. Recommendation Letters
Requested by businesses
Conciseness
Directness
Requested by individuals
Diplomacy
Preparation
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27. Employment Applications
Choose an approach carefully
State why applicant was not selected
Close by suggesting alternatives
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28. Performance Reviews Improve performance Clarify job requirements
Give employees feedback
Develop a plan of action
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29. Negative Reviews Confront the problem Plan the message Respect privacy
Focus on the problem
Obtain commitment
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30. Terminating Employment
Present the reasons
Choose your words carefully
Minimize negative feelings
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