1. © Prentice Hall, 2007Business Communication Essentials, 3eChapter 8 - 1 Writing Negative Messages

2. © Prentice Hall, 2007Business Communication Essentials, 3eChapter 8 - 2 Goals of Negative Messages 1.Convey the message 2.Gain acceptance 3.Maintain goodwill 4.Promote a good corporate image 5.Minimize future correspondence

3. © Prentice Hall, 2007Business Communication Essentials, 3eChapter 8 - 3 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

4. © Prentice Hall, 2007Business Communication Essentials, 3eChapter 8 - 4 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

5. © Prentice Hall, 2007Business Communication Essentials, 3eChapter 8 - 5 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

6. © Prentice Hall, 2007Business Communication Essentials, 3eChapter 8 - 6 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

7. © Prentice Hall, 2007Business Communication Essentials, 3eChapter 8 - 7 Begin With a Buffer Respectful Relevant Neutral Transitional

8. © Prentice Hall, 2007Business Communication Essentials, 3eChapter 8 - 8 Reasons and Information Guide the Readers ReadersProvide Sufficient Detail Provide Explain Company Policy Explain OfferExplanationsOfferExplanationsPresent the Reasons Present

9. © Prentice Hall, 2007Business Communication Essentials, 3eChapter 8 - 9 State the Bad News De-emphasize the Bad News Use a Conditional Statement Focus on the Positive Future Correspondence Corporate Image AcceptanceGoodwill

10. © Prentice Hall, 2007Business Communication Essentials, 3eChapter 8 - 10 Close on a Positive Note Remain Confident Limit Correspondence Minimize Problems Avoid clichés

11. © Prentice Hall, 2007Business Communication Essentials, 3eChapter 8 - 11 Negative Messages Routine Business Organizational News Employment Issues

12. © Prentice Hall, 2007Business Communication Essentials, 3eChapter 8 - 12 Refusing Routine Requests Select the approach Manage your time Be polite but firm Propose alternatives Avoid empty closings

13. © Prentice Hall, 2007Business Communication Essentials, 3eChapter 8 - 13 Status of Transactions CustomerExpectationsCustomerExpectations ModifyExpectationsModifyExpectationsSolve the Problem Solve Repair the Relationship Repair Have Been Set Have Not Been Set Communication Goals ConsiderApologyAvoidApology

14. © Prentice Hall, 2007Business Communication Essentials, 3eChapter 8 - 14 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

15. © Prentice Hall, 2007Business Communication Essentials, 3eChapter 8 - 15 Organizational News Products Services Operations

16. © Prentice Hall, 2007Business Communication Essentials, 3eChapter 8 - 16 Negative Announcements Analyze the Situation Consider Each Group Minimize Surprises Plan Your Response Avoid False Optimism Seek Expert Advice

17. © Prentice Hall, 2007Business Communication Essentials, 3eChapter 8 - 17 Employment Messages Job Applicants Other Companies Performance Reviews

18. © Prentice Hall, 2007Business Communication Essentials, 3eChapter 8 - 18 Recommendation Letters Requested by Businesses Requested Be Direct State Facts Requested by Individuals Requested Practice Diplomacy Practice Diplomacy Recognize Feelings Recognize Feelings

19. © Prentice Hall, 2007Business Communication Essentials, 3eChapter 8 - 19 Employment Applications Choose an Approach State the Reasons Propose Alternatives

20. © Prentice Hall, 2007Business Communication Essentials, 3eChapter 8 - 20 Performance Reviews Job Requirements Feedback Action Plans

21. © Prentice Hall, 2007Business Communication Essentials, 3eChapter 8 - 21 Negative Performance Reviews Confront the problem Plan the message Respect privacy Stay focused Get a commitment

22. © Prentice Hall, 2007Business Communication Essentials, 3eChapter 8 - 22 Present Specific Reasons Choose Words Carefully Minimize Negative Feelings TerminationLetters

23. © Prentice Hall, 2007Business Communication Essentials, 3eChapter 8 - 23 Reviewing Key Points Using the three-step process Developing negative messages Exploring common examples