chapter 8 copyright © 2012 pearson education, inc. publishing as prentice hallchapter 8 - 1 writing...
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Chapter 8
Copyright © 2012 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 1
Writing Negative Messages
Learning Objectives
1. The Three-Step Writing Process
2. The direct and indirect approaches
3. Routine negative messages
4. Negative employment messages
5. Negative organizational news
6. Negative information in social media
Copyright © 2012 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 2
Using the Three-Step Process for Negative
Messages
Copyright © 2012 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 3
Plan the Message
Copyright © 2012 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 4
Purpose
Medium
Audience
Approach
Choose the Approach
• Will the bad news come as a shock?
• What does the reader prefer?
• How important is the news?
• What is your relationship with the reader?
• Do you need the reader’s attention?
• What is your organization’s style?Copyright © 2012 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 5
Write the Message
Copyright © 2012 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 6
•Clarity
•Sensitivity
•Credibility
•Etiquette
Complete the Message
Copyright © 2012 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 7
•Revising
•Producing
•Proofreading
•Delivering
Using the Direct Approach for Negative
Messages
Copyright © 2012 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 8
Copyright © 2012 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 9
The Direct Approach
Flow of the Message
Bad News
Step 1
Bad News
Step 1
Reasons
Step 2
Reasons
Step 2
Positive Close
Step 3
Positive Close
Step 3
Substance of the Message
Using the Indirect Approach for Negative
Messages
Copyright © 2012 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 10
Copyright © 2012 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 11
The Indirect Approach
Flow of the Message
Buffer
Step 1
Buffer
Step 1
Reasons
Step 2
Reasons
Step 2
Bad News
Step 3
Positive Close
Step 4
Bad News
Step 3
Bad News
Step 3
Positive Close
Step 4
Positive Close
Step 4
Substance of the Message
Copyright © 2012 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 12
Parts of the Negative
News Message
Example
Buffer or Cushion
Thank you for your order. We appreciate your interest in our product.
Reasons or Explanation
We are writing to let you know that this product has been unexpectedly popular, with over 10,000 requests on the day you placed your order.
Negative News
This unexpected increase in demand has resulted in a temporary out-of-stock/backorder situation. We will fulfill your order, received at 11:59 p.m. on 09/09/2009, in the order it was received.
Positive Close/ Redirect
We anticipate that your product will ship next Monday. While you wait, we encourage you to consider using the enclosed $5 off coupon toward the purchase of any product in our catalog. We appreciate your business and want you to know that our highest priority is your satisfaction.
Copyright © 2012 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 13
Open with a Buffer
Considerate
Neutral
Copyright © 2012 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 14
Present the Reasons
MaintainFocus
DefuseEmotions
Tactful
Individualized
Unapologetic
Positive
Detailed
Copyright © 2012 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 15
State the Bad News
►Deemphasize the News
►Use a Conditional Statement
►Emphasize Positive Aspects
Turn negative into positive
Copyright © 2012 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 16
Copyright © 2012 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 17
Write a Positive Close
•Avoid Uncertainty
•Limit Correspondence
•Express Optimism
•Be Sincere
Sending Negative Messages on Routine
Business Matters
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Announcements
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•Find Common Ground
•State the Reasons
•Present the Change
•Close the Message
Copyright © 2012 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 20
•Manage your time carefully
•Consider the matter closed
•Offer alternatives, if possible
•Don’t imply other assistance
Routine Requests
Copyright © 2012 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 21
Status of Transactions
•Modify Expectations
•Explain Your Plan
•Repair the Relationship
Copyright © 2012 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 22
Claims or Adjustments
Things to Employ Things to Avoid
• Emotional Response
• Abusive Language
• Anger or Malice
• Negative Tone
• Understanding
• Accurate Information
• Courtesy and Respect
• Positive Tone
Sending Negative Employment Messages
Copyright © 2012 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 23
Requested by Businesses
Conciseness
Directness
Requested byIndividuals
Diplomacy
Preparation
Copyright © 2012 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 24
Recommendations
Job Applications• Personalize the message
• Express your appreciation
• Convey the negative news
• Avoid offering explanations
• Don’t imply future consideration
• Close with a positive, courteous tone
Copyright © 2012 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 25
Copyright © 2012 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 26
Performance Reviews
Coaching
Meeting
Feedback
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Negative Performance
• Document performance problems
• Evaluate employees consistently
• Write in a calm, objective voice
• Focus on improvement opportunities
• Keep job descriptions up to date
Copyright © 2012 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 28
Terminating Employment
•Present the Reasons
•Avoid Discrimination
•Follow Policies and Laws
•Avoid Personal Attacks
•Seek Objective Review
•Deliver in Person
Sending Negative Organizational News
Copyright © 2012 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 29
Copyright © 2012 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 30
Negative Announcements
•Review the Situation
•Consider Each Group
•Minimize Surprises
•Plan and Manage
Copyright © 2012 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 31
Negative Announcements
•Seek Positive Angles
•Avoid False Optimism
•Seek Expert Advice
•Employ Multimedia
Example
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Direct Delivery Direct Example Indirect Delivery
Indirect Example
Positive introduction
Thank you for your request for leave.
Negative news message as introduction
Your request for leave has been denied.
Negative news message
We regret to inform you that your request has been denied.
Conclusion
Please contact your supervisor if you need more information.
Conclusion
Please contact your supervisor if you need more information.
Copyright © 2012 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 33
Copyright © 2012 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 34
Responding to Negative Information in Social
Media
Copyright © 2012 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 35
Copyright © 2012 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 36
Online Challenges
False Rumors
UnfairCriticism
Respond Effectively
Copyright © 2012 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 37
•Engaging•Monitoring•Evaluating•Responding
Copyright © 2012 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 38
Writing Negative Messages
Practice: press release
A public relations announcement issued to the news media and other targeted
publications for the purpose of letting the public know of company developments
Topic: IKEA MEATBALLS SCANDAL
Copyright © 2012 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 39
Copyright © 2012 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 40
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