1. © Prentice Hall, 2005 Business Communication Today 8eChapter 8 - 1 Writing Negative Messages

2. © Prentice Hall, 2005 Business Communication Today 8eChapter 8 - 2 The Three-Step Process Planning Writing Completing

3. © Prentice Hall, 2005 Business Communication Today 8eChapter 8 - 3 Negative Messages Convey the message Gain acceptance Maintain goodwill Promote a good corporate image Minimize future correspondence

4. © Prentice Hall, 2005 Business Communication Today 8eChapter 8 - 4 Planning the Message Analyze the situation Determine your purpose Profile the audience Gather information Choose a medium Organize the message

5. © Prentice Hall, 2005 Business Communication Today 8eChapter 8 - 5 Writing the Message Maintain a “you” attitude Build credibility Avoid accusations Convey respect Write clearly Be sensitive

6. © Prentice Hall, 2005 Business Communication Today 8eChapter 8 - 6 Completing the Message Revise the content Produce a professional message Proofread the message Deliver the message

7. © Prentice Hall, 2005 Business Communication Today 8eChapter 8 - 7 Developing Negative Messages Type of approach Cultural variations Type of audience Ethical standards

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

9. © Prentice Hall, 2005 Business Communication Today 8eChapter 8 - 9 The Indirect Approach Begin with a buffer Follow with reasons State the bad news End with a positive close

10. © Prentice Hall, 2005 Business Communication Today 8eChapter 8 - 10 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

11. © Prentice Hall, 2005 Business Communication Today 8eChapter 8 - 11 Provide Reasons and Information Guide your readers Provide support Suggest benefits Minimize policy

12. © Prentice Hall, 2005 Business Communication Today 8eChapter 8 - 12 State the Bad News De-emphasize the bad news Use a conditional statement Focus on the positive

13. © Prentice Hall, 2005 Business Communication Today 8eChapter 8 - 13 Close With Confidence Keep it positive Limit future correspondence Remain confident and optimistic

14. © Prentice Hall, 2005 Business Communication Today 8eChapter 8 - 14 Cultural Differences Proper tone Message organization Cultural conventions

15. © Prentice Hall, 2005 Business Communication Today 8eChapter 8 - 15 The Type of Audience Internal –Timeliness –Completeness External –Diversity –Confidentiality

16. © Prentice Hall, 2005 Business Communication Today 8eChapter 8 - 16 Maintain High Standards Communication ethics –Timely delivery –Clear messages –Complete information Business etiquette –Self-control –Careful planning –Sensitive wording

17. © Prentice Hall, 2005 Business Communication Today 8eChapter 8 - 17 Negative Messages Routine matters Organizational news Employment information

18. © Prentice Hall, 2005 Business Communication Today 8eChapter 8 - 18 Routine Matters Select the approach Manage your time Be polite but firm Propose alternatives Avoid empty closings

19. © Prentice Hall, 2005 Business Communication Today 8eChapter 8 - 19 The Status of Transactions Customer expectations –Modify expectations –Solve the problem –Repair the relationship

20. © Prentice Hall, 2005 Business Communication Today 8eChapter 8 - 20 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

21. © Prentice Hall, 2005 Business Communication Today 8eChapter 8 - 21 Organizational News Bad news about products Bad news about company operations

22. © Prentice Hall, 2005 Business Communication Today 8eChapter 8 - 22 Negative Announcements Match the approach to the situation Consider unique needs of groups Give each group time to respond Plan a sequence of announcements

23. © Prentice Hall, 2005 Business Communication Today 8eChapter 8 - 23 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

24. © Prentice Hall, 2005 Business Communication Today 8eChapter 8 - 24 Crisis Communication Define operational procedures Clarify communication tasks Assign specific responsibilities Test crisis-communication plan

25. © Prentice Hall, 2005 Business Communication Today 8eChapter 8 - 25 Employment Applications Use the direct approach State reasons clearly Suggest alternatives

26. © Prentice Hall, 2005 Business Communication Today 8eChapter 8 - 26 Recommendation Letters Requested by businesses –Be direct –State facts Requested by individuals –Practice diplomacy –Recognize feelings

27. © Prentice Hall, 2005 Business Communication Today 8eChapter 8 - 27 Performance Reviews Review requirements Provide feedback Develop action plans

28. © Prentice Hall, 2005 Business Communication Today 8eChapter 8 - 28 Negative Performance Reviews Confront the problem Plan the message Maintain privacy Focus on the problem Obtain commitment

29. © Prentice Hall, 2005 Business Communication Today 8eChapter 8 - 29 Termination Letters Express the decision Give specific justification Minimize negative feelings