Writing Negative Messages

1. Writing Negative Messages Excellence in Business Communication, 8e

2. The Three-Step Process • Planning • Writing • Completing Excellence in Business Communication, 8e

3. Negative Messages • Convey the message • Gain acceptance • Maintain goodwill • Promote a good corporate image • Minimize future correspondence Excellence in Business Communication, 8e

4. Planning the Message • Analyze the situation • Determine your purpose • Profile the audience • Gather information • Choose a medium Excellence in Business Communication, 8e

5. Writing the Message • Maintain a “you” attitude • Build credibility • Protect company image • Avoid accusations • Write clearly • Be sensitive Excellence in Business Communication, 8e

6. Completing the Message • Revise the content • Produce a professional message • Proofread the message • Deliver the message Excellence in Business Communication, 8e

7. Developing Negative Messages • Choose the best approach • Adapt to the audience • Maintain high standards of ethics and etiquette Excellence in Business Communication, 8e

8. Choosing the Best Approach • Will the bad news come as a shock? • Does the reader prefer short messages that get right to the point? • How important is this news to the reader? • Do you need to maintain a close working relationship with the audience? • Do you need to get the reader's attention? • What is your organization's preferred style? • How much follow-up communication do you want? Excellence in Business Communication, 8e

9. The Direct Approach • State the bad news • Give reasons • End with a positive close Excellence in Business Communication, 8e

10. The Indirect Approach • Begin with a buffer • Follow with reasons • State the bad news • End with a positive close Excellence in Business Communication, 8e

11. 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 Begin With a Buffer Excellence in Business Communication, 8e

12. Provide Reasonsand Information • Guide your readers • Provide support • Suggest benefits • Minimize policy Excellence in Business Communication, 8e

13. State the Bad News • De-emphasize the bad news • Use a conditional statement • Focus on the positive Excellence in Business Communication, 8e

14. Close on a Positive Note • Avoid negativity or uncertainty • Limit future correspondence • Be optimistic about the future • Be sincere • Remain confident Excellence in Business Communication, 8e

15. Adapting to Your Audience • Cultural differences • Internal and external audience Excellence in Business Communication, 8e

16. Cultural Differences • Proper tone • Message organization • Cultural conventions Excellence in Business Communication, 8e

17. The Type of Audience • Internal • Timeliness • Completeness • External • Diversity • Confidentiality Excellence in Business Communication, 8e

18. Maintain High Standards of Ethics and Etiquette • Laws and regulations • Content • Delivery • Human impact • Legality and conscientiousness • Care and sensitivity • Emotions • Senders • Receivers Excellence in Business Communication, 8e

19. Types of Negative Messages • Routine matters • Organizational news • Employment information Excellence in Business Communication, 8e

20. Routine Matters • Select the approach • Manage your time • If the matter is closed, don’t imply that it’s still open • Offer alternatives if you can • Don’t imply that other assistance or information may be available if it isn’t Excellence in Business Communication, 8e

21. The Status of Transactions • Customer expectations • Modify expectations • Solve the problem • Repair the relationship Excellence in Business Communication, 8e

22. Things to employ Courtesy and tact Indirect approach Positive attitude Understanding and respect Things to avoid Accepting blame Accusations Defamation Negative language Claims and Adjustments Excellence in Business Communication, 8e

23. Negative Organizational News • Match the approach to the situation • Consider unique needs of groups • Give each group time to respond • Plan a sequence of announcements Excellence in Business Communication, 8e

24. Negative Organizational News • Plan for and manage a response • Stay positive, but be realistic • Minimize the element of surprise • Seek expert advice if you’re not sure Excellence in Business Communication, 8e

25. Crisis Communication • Crisis communication plan • Define operational procedures • Outline tasks and responsibilities • Speaking for the company • Contacting key executives • Identifying media outlets Excellence in Business Communication, 8e

26. Recommendation Letters • Requested by businesses • Be direct • State facts • Requested by individuals • Practice diplomacy • Recognize feelings Excellence in Business Communication, 8e

27. Employment Applications • Choose the approach carefully • Clearly state why applicant was not selected • Close by suggesting alternatives Excellence in Business Communication, 8e

28. Performance Reviews • Emphasize and clarify job requirements • Give employees feedback • Develop action plans Excellence in Business Communication, 8e

29. NegativePerformance Reviews • Confront the problem • Plan the message • Deliver message in private • Focus on the problem • Ask for employee commitment Excellence in Business Communication, 8e

30. Termination Letters • Present reasons for this action • Avoid statements that could lead to a wrongful termination lawsuit • Leave situation between terminated employee and firm as favorable as possible Excellence in Business Communication, 8e