© Prentice Hall, 2007 Business Communication Essentials, 3e Chapter 8 - 1

Writing Negative Writing Negative MessagesMessages

Writing Negative Writing Negative MessagesMessages

© Prentice Hall, 2007 Business Communication Essentials, 3e Chapter 8 - 2

Goals of Negative Goals of Negative MessagesMessages

1. Convey the message

2. Gain acceptance

3. Maintain goodwill

4. Promote a good corporate image

5. Minimize future correspondence

© Prentice Hall, 2007 Business Communication Essentials, 3e Chapter 8 - 3

Planning Writing Completing

Analyze SituationAnalyze Situation

Gather InformationGather Information

Select MediumSelect Medium

Get OrganizedGet Organized

ReviseRevise

ProduceProduce

ProofreadProofread

DistributeDistribute

Analyze the Audience

Analyze the Audience

Composethe MessageCompose

the Message

Three-Step Writing Three-Step Writing ProcessProcess

© Prentice Hall, 2007 Business Communication Essentials, 3e Chapter 8 - 4

Choosing the Best Choosing the Best ApproachApproach

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

© Prentice Hall, 2007 Business Communication Essentials, 3e Chapter 8 - 5

The Direct ApproachThe 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

© Prentice Hall, 2007 Business Communication Essentials, 3e Chapter 8 - 6

The Indirect The Indirect ApproachApproach

Buffer

Step 1

Buffer

Step 1

Reasons

Step 2

Reasons

Step 2

BadNews

Step 3

BadNews

Step 3

PositiveClose

Step 4

PositiveClose

Step 4

Flow of the Message

Substance of the Message

© Prentice Hall, 2007 Business Communication Essentials, 3e Chapter 8 - 7

Begin With a BufferBegin With a Buffer

RespectfulRespectful

Relevant Relevant

Neutral Neutral

Transitional Transitional

© Prentice Hall, 2007 Business Communication Essentials, 3e Chapter 8 - 8

Reasons and Reasons and InformationInformation

Guide theGuide theReadersReaders

Guide theGuide theReadersReaders

ProvideProvideSufficient DetailSufficient Detail

ProvideProvideSufficient DetailSufficient Detail

ExplainExplainCompany PolicyCompany Policy

ExplainExplainCompany PolicyCompany Policy

OfferOfferExplanationsExplanations

OfferOfferExplanationsExplanations

PresentPresentthe Reasonsthe Reasons

PresentPresentthe Reasonsthe Reasons

© Prentice Hall, 2007 Business Communication Essentials, 3e Chapter 8 - 9

State the Bad NewsState the Bad News

De-emphasize the Bad NewsDe-emphasize the Bad News

Use a Conditional StatementUse a Conditional Statement

Focus on the PositiveFocus on the Positive

Future CorrespondenceFuture Correspondence

Corporate ImageCorporate Image

AcceptanceAcceptance GoodwillGoodwill

© Prentice Hall, 2007 Business Communication Essentials, 3e Chapter 8 - 10

Close on a Positive Close on a Positive NoteNote

Remain Confident

Limit Correspondence

Minimize Problems

Avoid clichés

© Prentice Hall, 2007 Business Communication Essentials, 3e Chapter 8 - 11

Negative MessagesNegative Messages

Routine Business

Organizational News

Employment Issues

© Prentice Hall, 2007 Business Communication Essentials, 3e Chapter 8 - 12

Refusing Routine Refusing Routine RequestsRequests

• Select the approach

• Manage your time

• Be polite but firm

• Propose alternatives

• Avoid empty closings

© Prentice Hall, 2007 Business Communication Essentials, 3e Chapter 8 - 13

Status of TransactionsStatus of Transactions

Customer Customer ExpectationsExpectations

Customer Customer ExpectationsExpectations

Modify Modify ExpectationsExpectations

Modify Modify ExpectationsExpectations

SolveSolvethe Problemthe Problem

SolveSolvethe Problemthe Problem

Repair Repair the Relationshipthe Relationship

Repair Repair the Relationshipthe Relationship

Have Have Been SetBeen Set

Have NotHave NotBeen SetBeen Set

Communication GoalsCommunication Goals

ConsiderConsiderApologyApology

Avoid Avoid ApologyApology

© Prentice Hall, 2007 Business Communication Essentials, 3e Chapter 8 - 14

Claims and Claims and AdjustmentsAdjustments

Things to Employ Things to Avoid

Accepting Blame

Making Accusations

Being Negative

Defaming Others

Courtesy and Respect

Indirect Approach

Understanding and Tact

Positive Attitude

© Prentice Hall, 2007 Business Communication Essentials, 3e Chapter 8 - 15

Organizational NewsOrganizational News

ProductsProducts

ServicesServices

OperationsOperations

© Prentice Hall, 2007 Business Communication Essentials, 3e Chapter 8 - 16

Negative Negative AnnouncementsAnnouncements

Analyze the SituationAnalyze the SituationAnalyze the SituationAnalyze the Situation Consider Each GroupConsider Each GroupConsider Each GroupConsider Each Group

Minimize SurprisesMinimize SurprisesMinimize SurprisesMinimize Surprises Plan Your ResponsePlan Your ResponsePlan Your ResponsePlan Your Response

Avoid False OptimismAvoid False OptimismAvoid False OptimismAvoid False Optimism Seek Expert AdviceSeek Expert AdviceSeek Expert AdviceSeek Expert Advice

© Prentice Hall, 2007 Business Communication Essentials, 3e Chapter 8 - 17

Employment MessagesEmployment Messages

Job ApplicantsJob Applicants

Other CompaniesOther Companies

Performance ReviewsPerformance Reviews

© Prentice Hall, 2007 Business Communication Essentials, 3e Chapter 8 - 18

Recommendation LettersRecommendation Letters

RequestedRequestedby Businessesby Businesses

RequestedRequestedby Businessesby Businesses

Be DirectBe Direct State FactsState Facts

RequestedRequestedby Individualsby IndividualsRequestedRequested

by Individualsby Individuals

PracticeDiplomacyPractice

DiplomacyRecognizeFeelings

RecognizeFeelings

© Prentice Hall, 2007 Business Communication Essentials, 3e Chapter 8 - 19

Employment ApplicationsEmployment Applications

Choose an Approach

State the Reasons

Propose Alternatives

© Prentice Hall, 2007 Business Communication Essentials, 3e Chapter 8 - 20

Performance ReviewsPerformance Reviews

Job RequirementsJob Requirements

FeedbackFeedback

Action PlansAction Plans

© Prentice Hall, 2007 Business Communication Essentials, 3e Chapter 8 - 21

NegativeNegativePerformance ReviewsPerformance Reviews

Confront the problem

Plan the message

Respect privacy

Stay focused

Get a commitment

© Prentice Hall, 2007 Business Communication Essentials, 3e Chapter 8 - 22

PresentPresentSpecific ReasonsSpecific Reasons

Choose Choose Words CarefullyWords Carefully

MinimizeMinimizeNegative FeelingsNegative Feelings

TerminationTerminationLettersLetters

© Prentice Hall, 2007 Business Communication Essentials, 3e Chapter 8 - 23

Reviewing Key PointsReviewing Key Points

• Using the three-step process

• Developing negative messages

• Exploring common examples