© Prentice Hall, 2005 Business Communication Today 8e Chapter 8 - 1

Writing Writing Negative MessagesNegative Messages

© Prentice Hall, 2005 Business Communication Today 8e Chapter 8 - 2

The Three-Step ProcessThe Three-Step Process

• Planning

• Writing

• Completing

© Prentice Hall, 2005 Business Communication Today 8e Chapter 8 - 3

Negative MessagesNegative Messages

• Convey the message

• Gain acceptance

• Maintain goodwill

• Promote a good corporate image

• Minimize future correspondence

© Prentice Hall, 2005 Business Communication Today 8e Chapter 8 - 4

Planning the MessagePlanning 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 8e Chapter 8 - 5

Writing the MessageWriting the Message

• Maintain a “you” attitude

• Build credibility

• Avoid accusations

• Convey respect

• Write clearly

• Be sensitive

© Prentice Hall, 2005 Business Communication Today 8e Chapter 8 - 6

Completing the MessageCompleting the Message

• Revise the content

• Produce a professional message

• Proofread the message

• Deliver the message

© Prentice Hall, 2005 Business Communication Today 8e Chapter 8 - 7

Developing Negative Developing Negative MessagesMessages

• Type of approach

• Cultural variations

• Type of audience

• Ethical standards

© Prentice Hall, 2005 Business Communication Today 8e Chapter 8 - 8

The Direct ApproachThe Direct Approach

• State the bad news

• Give reasons

• End with a positive close

© Prentice Hall, 2005 Business Communication Today 8e Chapter 8 - 9

The Indirect ApproachThe Indirect Approach

• Begin with a buffer

• Follow with reasons

• State the bad news

• End with a positive close

© Prentice Hall, 2005 Business Communication Today 8e Chapter 8 - 10

Begin With a BufferBegin 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 8e Chapter 8 - 11

Provide ReasonsProvide Reasonsand Informationand Information

• Guide your readers

• Provide support

• Suggest benefits

• Minimize policy

© Prentice Hall, 2005 Business Communication Today 8e Chapter 8 - 12

State the Bad NewsState the Bad News

• De-emphasize the bad news

• Use a conditional statement

• Focus on the positive

© Prentice Hall, 2005 Business Communication Today 8e Chapter 8 - 13

Close With ConfidenceClose With Confidence

• Keep it positive

• Limit future correspondence

• Remain confident and optimistic

© Prentice Hall, 2005 Business Communication Today 8e Chapter 8 - 14

Cultural DifferencesCultural Differences

• Proper tone

• Message organization

• Cultural conventions

© Prentice Hall, 2005 Business Communication Today 8e Chapter 8 - 15

The Type of AudienceThe Type of Audience

• Internal

– Timeliness

– Completeness

• External

– Diversity

– Confidentiality

© Prentice Hall, 2005 Business Communication Today 8e Chapter 8 - 16

Maintain High StandardsMaintain High Standards

• Communication ethics

– Timely delivery

– Clear messages

– Complete information

• Business etiquette

– Self-control

– Careful planning

– Sensitive wording

© Prentice Hall, 2005 Business Communication Today 8e Chapter 8 - 17

Negative MessagesNegative Messages

• Routine matters

• Organizational news

• Employment information

© Prentice Hall, 2005 Business Communication Today 8e Chapter 8 - 18

Routine MattersRoutine Matters

• Select the approach

• Manage your time

• Be polite but firm

• Propose alternatives

• Avoid empty closings

© Prentice Hall, 2005 Business Communication Today 8e Chapter 8 - 19

The Status of The Status of TransactionsTransactions

• Customer expectations

–Modify expectations

– Solve the problem

– Repair the relationship

© Prentice Hall, 2005 Business Communication Today 8e Chapter 8 - 20

Claims and AdjustmentsClaims 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 8e Chapter 8 - 21

Organizational NewsOrganizational News

• Bad news about products

• Bad news about company operations

© Prentice Hall, 2005 Business Communication Today 8e Chapter 8 - 22

Negative Negative AnnouncementsAnnouncements

• 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 8e Chapter 8 - 23

Negative Negative

AnnouncementsAnnouncements• 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 8e Chapter 8 - 24

Crisis CommunicationCrisis Communication

• Define operational procedures

• Clarify communication tasks

• Assign specific responsibilities

• Test crisis-communication plan

© Prentice Hall, 2005 Business Communication Today 8e Chapter 8 - 25

Employment ApplicationsEmployment Applications

• Use the direct approach

• State reasons clearly

• Suggest alternatives

© Prentice Hall, 2005 Business Communication Today 8e Chapter 8 - 26

Recommendation LettersRecommendation Letters

• Requested by businesses– Be direct– State facts

• Requested by individuals– Practice diplomacy– Recognize feelings

© Prentice Hall, 2005 Business Communication Today 8e Chapter 8 - 27

Performance ReviewsPerformance Reviews

• Review requirements

• Provide feedback

• Develop action plans

© Prentice Hall, 2005 Business Communication Today 8e Chapter 8 - 28

NegativeNegativePerformance ReviewsPerformance Reviews

• Confront the problem

• Plan the message

• Maintain privacy

• Focus on the problem

• Obtain commitment

© Prentice Hall, 2005 Business Communication Today 8e Chapter 8 - 29

Termination LettersTermination Letters

• Express the decision

• Give specific justification

• Minimize negative feelings