chapter 8 copyright © 2012 pearson education, inc. publishing as prentice hallchapter 8 - 1 writing...

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


Using the Three-Step Process for Negative

Messages


Plan the Message


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


•Clarity

•Sensitivity

•Credibility

•Etiquette

Complete the Message


•Revising

•Producing

•Proofreading

•Delivering

Using the Direct Approach for Negative

Messages



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



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


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.


Open with a Buffer

Considerate

Neutral


Present the Reasons

MaintainFocus

DefuseEmotions

Tactful

Individualized

Unapologetic

Positive

Detailed


State the Bad News

►Deemphasize the News

►Use a Conditional Statement

►Emphasize Positive Aspects

Turn negative into positive



Write a Positive Close

•Avoid Uncertainty

•Limit Correspondence

•Express Optimism

•Be Sincere

Sending Negative Messages on Routine

Business Matters


Announcements


•Find Common Ground

•State the Reasons

•Present the Change

•Close the Message


•Manage your time carefully

•Consider the matter closed

•Offer alternatives, if possible

•Don’t imply other assistance

Routine Requests


Status of Transactions

•Modify Expectations

•Explain Your Plan

•Repair the Relationship


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


Requested by Businesses

Conciseness

Directness

Requested byIndividuals

Diplomacy

Preparation


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



Performance Reviews

Coaching

Meeting

Feedback


Negative Performance

• Document performance problems

• Evaluate employees consistently

• Write in a calm, objective voice

• Focus on improvement opportunities

• Keep job descriptions up to date


Terminating Employment

•Present the Reasons

•Avoid Discrimination

•Follow Policies and Laws

•Avoid Personal Attacks

•Seek Objective Review

•Deliver in Person

Sending Negative Organizational News



Negative Announcements

•Review the Situation

•Consider Each Group

•Minimize Surprises

•Plan and Manage


Negative Announcements

•Seek Positive Angles

•Avoid False Optimism

•Seek Expert Advice

•Employ Multimedia

Example


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.

Responding to Negative Information in Social

Media



Online Challenges

False Rumors

UnfairCriticism

Respond Effectively


•Engaging•Monitoring•Evaluating•Responding


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


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