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Writing Negative Messages

Writing Negative Messages. Learning Objectives. Apply the three-step writing process to negative messages Compare and contrast the direct and indirect approaches to negative messages, including when it’s appropriate to use each one

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Writing Negative Messages

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  1. Writing Negative Messages

  2. Learning Objectives • Apply the three-step writing process to negative messages • Compare and contrast the direct and indirect approaches to negative messages, including when it’s appropriate to use each one • Identify the risks of using the indirect approach and explain how to avoid problems

  3. Learning Objectives • Explain the importance of maintaining high standards of ethics and etiquette when delivering negative messages • Explain the role of communication in crisis management • List and discuss three guidelines for delivering negative news to job applicants

  4. Goals of Negative Messages • Convey the message • Ensure acceptance • Promote goodwill • Maintain a good corporate image • Minimize future correspondence

  5. Analyze Situation Adapt to the Audience Revise Gather Information Produce Message Compose the Message Select Medium Proofread Message Get Organized Distribute Message The Three-Step Process Planning Writing Completing

  6. Choosing the Approach • Predicting the audience’s reaction • Knowing the audience’s preferences • Judging the importance of the news • Preserving working relationships • Getting the reader’s attention • Following organizational guidelines

  7. The Direct Approach • State the bad news • Give reasons • End with a positive close

  8. The Indirect Approach • Begin with a buffer • Provide reasons and information • State the bad news • Close with confidence

  9. Open With a Buffer • Respectful • Relevant • Neutral • Transitional

  10. Reasons and Information • Explanation section • Guide readers’ responses • Provide sufficient details for support • Explain company policy

  11. Deliver the Bad News • De-emphasize the bad news • Use a conditional statement • Emphasize the positive

  12. Close on a Positive Note • Avoid a negative, uncertain conclusion • Limit future correspondence • Be optimistic about the future • Be sincere

  13. Adapting to Your Audience • Cultural differences • Internal versus external

  14. Cultural Differences • Proper tone • Organization • Cultural conventions

  15. The Type of Audience • Internal • Timeliness • Completeness • External • Diversity • Confidentiality

  16. Maintain High Standards • Ethics and etiquette • Laws and regulations • Human impact • Emotional reactions

  17. Negative Messages • Routine business matters • Employment messages • Organizational news

  18. Routine Business Requests • Select the approach • Manage your time • Be polite but firm • Propose alternatives • Don’t imply compliance

  19. Status of Transactions • Customer expectations • Have been set • Have not been set • Communication goals • Modify expectations • Resolve the situation • Repair the relationship

  20. Things to employ Courtesy and tact Indirect approach Understanding Positive attitude Things to avoid Accepting blame Making accusations Being negative Defaming others Claims and Adjustments

  21. Organizational News • Normal circumstances • Crisis communication

  22. Normal Circumstances • Match the approach to the situation • Consider unique needs of each group • Give each audience time to react • Allow time to plan/manage response

  23. Normal Circumstances • Stay positive but avoid false optimism • Minimize the element of surprise • Seek expert advice when needed • Offer leadership and encouragement

  24. Crisis Communication • Crisis management plan • Operational procedures • Tasks and responsibilities

  25. Employment Messages • Answering recommendation requests • Reviewing job applications • Reviewing performance • Terminations

  26. Recommendation Letters • Requested by businesses • Conciseness • Directness • Requested by individuals • Diplomacy • Preparation

  27. Employment Applications • Choose an approach carefully • State why applicant was not selected • Close by suggesting alternatives

  28. Performance Reviews • Improve performance • Clarify job requirements • Give employees feedback • Develop a plan of action

  29. Negative Reviews • Confront the problem • Plan the message • Respect privacy • Focus on the problem • Obtain commitment

  30. Terminating Employment • Present the reasons • Choose your words carefully • Minimize negative feelings

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