chapter 8 copyright © 2014 pearson education, inc.chapter 8 - 1 writing negative messages
Post on 29-Mar-2015
237 Views
Preview:
TRANSCRIPT
Chapter 8
Copyright © 2014 Pearson Education, Inc. 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 © 2014 Pearson Education, Inc. Chapter 8 - 2
Using the Three-Step Process for Negative
Messages
Copyright © 2014 Pearson Education, Inc. Chapter 8 - 3
Plan the Message
Copyright © 2014 Pearson Education, Inc. Chapter 8 - 4
Purpose
Medium
Audience
Approach
Choose the Approach
Copyright © 2014 Pearson Education, Inc. Chapter 8 - 5
• Get the reader’s immediate attention?
• Audience’s communication preferences?
• How important is the news to the reader?
• Will the bad news come as a shock?
Write the Message
Copyright © 2014 Pearson Education, Inc. Chapter 8 - 6
•Clarity
•Sensitivity
•Credibility
•Etiquette
Complete the Message
Copyright © 2014 Pearson Education, Inc. Chapter 8 - 7
•Revising
•Producing
•Proofreading
•Delivering
Summary of Discussion
Copyright © 2014 Pearson Education, Inc. Chapter 8 - 8
Using the Direct Approach for Negative
Messages
Copyright © 2014 Pearson Education, Inc. Chapter 8 - 9
The Direct Approach
Copyright © 2014 Pearson Education, Inc. Chapter 8 - 10
State the Negative News
Explain the Negative News
Close the Message
State the Bad News
Copyright © 2014 Pearson Education, Inc. Chapter 8 - 11
•Direct
•Professional
Explain the Bad News
Copyright © 2014 Pearson Education, Inc. Chapter 8 - 12
•Reasons
•Information
Close the Message
Copyright © 2014 Pearson Education, Inc. Chapter 8 - 13
•Respectful
•Positive
Summary of Discussion
Copyright © 2014 Pearson Education, Inc. Chapter 8 - 14
Using the Indirect Approach for Negative
Messages
Copyright © 2014 Pearson Education, Inc. Chapter 8 - 15
Copyright © 2014 Pearson Education, Inc. Chapter 8 - 16
The Indirect Approach
1• Open With a Buffer
Statement
2• Provide Reasons and
Information
3 • State the Bad News
4• Close on a Respectful
Note
Copyright © 2014 Pearson Education, Inc. Chapter 8 - 17
Open with a Buffer
•Respectful
•Relevant
•Neutral
Copyright © 2014 Pearson Education, Inc. Chapter 8 - 18
Positive or Neutral
Progressively Negative
The Main Idea
Reasons and Information
Copyright © 2014 Pearson Education, Inc. Chapter 8 - 19
State the Bad News
►Deemphasize the News
►Use a Conditional Statement
►Emphasize Positive Aspects
Copyright © 2014 Pearson Education, Inc. Chapter 8 - 20
Write a Positive Close
•Avoid Uncertainty
•Limit Correspondence
•Express Optimism
•Be Sincere
Summary of Discussion
Copyright © 2014 Pearson Education, Inc. Chapter 8 - 21
Sending Negative Messages on Routine
Business Matters
Copyright © 2014 Pearson Education, Inc. Chapter 8 - 22
Announcements
Copyright © 2014 Pearson Education, Inc. Chapter 8 - 23
1• Open With a Buffer
Statement
2• Provide Reasons and
Information
3• Make the
Announcement
4 • Close the Message
Copyright © 2014 Pearson Education, Inc. Chapter 8 - 24
Workplace Proposals
Internal
External
Solicited
Unsolicited
Copyright © 2014 Pearson Education, Inc. Chapter 8 - 25
•Manage your time carefully
• If the matter is closed, say so
•Offer alternatives, if possible
•Don’t imply further assistance
Routine Requests
Copyright © 2014 Pearson Education, Inc. Chapter 8 - 26
Status of Transactions
• Modify Expectations
• Explain Your Plan
• Mend the Relationship
Copyright © 2014 Pearson Education, Inc. Chapter 8 - 27
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
Summary of Discussion
Copyright © 2014 Pearson Education, Inc. Chapter 8 - 28
Sending Negative Employment Messages
Copyright © 2014 Pearson Education, Inc. Chapter 8 - 29
Requested by Businesses
Conciseness
Directness
Requested byIndividuals
Diplomacy
Preparation
Copyright © 2014 Pearson Education, Inc. Chapter 8 - 30
Recommendations
Copyright © 2014 Pearson Education, Inc. Chapter 8 - 31
Social Network Requests
•Ignoring
•Refraining
•Responding
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 © 2014 Pearson Education, Inc. Chapter 8 - 32
Copyright © 2014 Pearson Education, Inc. Chapter 8 - 33
Performance Reviews
•Meeting
•Feedback
•Coaching
Copyright © 2014 Pearson Education, Inc. Chapter 8 - 34
•Documentation
•Consistency
•Objectivity
•Job Description
• Improvement
Negative Performance
Copyright © 2014 Pearson Education, Inc. Chapter 8 - 35
Terminating Employment
•Present Reasons•Avoid Discrimination•Follow Policies & Laws•Avoid Personal Attacks•Seek Advice•Deliver in Person
Summary of Discussion
Copyright © 2014 Pearson Education, Inc. Chapter 8 - 36
Sending Negative Organizational News
Copyright © 2014 Pearson Education, Inc. Chapter 8 - 37
Copyright © 2014 Pearson Education, Inc. Chapter 8 - 38
Negative Announcements
Match the Approach to the Situation
Consider the Needs of Each Group
Minimize the Element of Surprise
Plan and Manage a Response
Copyright © 2014 Pearson Education, Inc. Chapter 8 - 39
Negative Announcements
Avoid False Optimism
Seek the Advice of Experts
Use Multiple Media to Reach Out
Be Open and Transparent
Summary of Discussion
Copyright © 2014 Pearson Education, Inc. Chapter 8 - 40
Responding to Negative Information in Social
Media
Copyright © 2014 Pearson Education, Inc. Chapter 8 - 41
Copyright © 2014 Pearson Education, Inc. Chapter 8 - 42
Online Challenges
●Online Rumors
●False Information
●Attack Reputations
Respond Effectively
Copyright © 2014 Pearson Education, Inc. Chapter 8 - 43
•Engaging
•Monitoring
•Evaluating
•Responding
Summary of Discussion
Copyright © 2014 Pearson Education, Inc. Chapter 8 - 44
Copyright © 2014 Pearson Education, Inc. Chapter 8 - 45
Writing Negative Messages
Copyright © 2014 Pearson Education, Inc. Chapter 8 - 46
top related