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Writing Negative Messages

Writing Negative Messages. Goals of Negative Messages. Convey the message Ensure acceptance Promote goodwill Maintain a good corporate image Minimize future correspondence. Planning. Writing. Completing. Analyze Situation. Adapt to the Audience. Revise. Gather Information. Produce.

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Writing Negative Messages

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  1. Writing Negative Messages

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

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

  4. Audience Reaction Audience Preferences Importance of the News Working Relationships Getting Attention Organizational Preferences Choosing the Approach

  5. Flow of the Message Bad News Step 1 Reasons Step 2 Positive Close Step 3 Substance of the Message The Direct Approach

  6. Flow of the Message Buffer Step 1 Reasons Step 2 Bad News Step 3 Bad News Step 3 Positive Close Step 4 Positive Close Step 4 Substance of the Message The Indirect Approach

  7. Open With a Buffer Respectful Relevant Neutral Transitional

  8. Explanation Section Readers’ Responses Sufficient Details Company Policy Reasons and Information

  9. Three Techniques Clarity Courtesy De-Emphasize the Bad News Use a Conditional Statement Focus on the Positive Deliver the Bad News

  10. Look to the Future Avoid Negativity Limit Correspondence Build Goodwill Suggest Action Remain Optimistic Practice Sincerity Close on a Positive Note

  11. Cultural Differences Internal Versus External Audiences Adapting to Your Audience

  12. Proper Tone Organization Cultural Conventions Cultural Differences

  13. Timeliness Diversity Completeness Confidentiality The Type of Audience Internal External

  14. Ethics Etiquette Laws and Regulations Human Impact Emotional Reactions Maintain High Standards

  15. Routine Business Employment Issues Organizational News Negative Messages

  16. Select the Approach Manage Your Time Be Polite But Firm Consider Alternatives Do Not Imply Compliance Routine Business Requests

  17. Customer Expectations Have Been Set Have Not Been Set Consider Apology Avoid Apology Communication Goals Modify Expectations Resolve the Situation Repair the Relationship Status of Transactions

  18. Claims and Adjustments Things to Employ Things to Avoid Courtesy and Tact Accepting Blame Indirect Approach Making Accusations Understanding Being Negative Positive Attitude Defaming Others

  19. Normal Circumstances Crisis Communication Organizational News

  20. Match the Approach to the Situation Consider Unique Needs of Each Group Give Each Audience Time to React Allow for Planning and Managing a Response Normal Circumstances

  21. Stay Positive but Avoid False Optimism Minimize the Element of Surprise Seek Expert Advice When You’re Not Sure Offer Leadership and Encouragement Normal Circumstances

  22. Crisis Management Plan Operational Procedures Tasks and Responsibilities Speaking for the Company Contacting Key Executives Identifying Media Outlets Crisis Communication

  23. Recommendations Job Applications Performance Reviews Terminations Employment Messages

  24. Requested by Businesses Requested by Individuals Conciseness Diplomacy Directness Preparation Recommendation Letters

  25. Choose Approach State Reasons Offer Alternatives Employment Applications

  26. Organizational Standards Improve Performance Organizational Values Clarify Job Requirements Provide Feedback Guide Improvements Unbiased and Objective Problem Resolution Performance Reviews

  27. Confront Problems Negative Reviews Plan the Message Respect Privacy Stay Focused Gain Commitment

  28. Present the Reasons Avoid Litigious Wording Minimize Negativity Terminating Employment

  29. Writing Negative Messages

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