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Writing Negative Messages

Writing Negative Messages. Goals of Negative Messages. Convey the message Gain acceptance Maintain goodwill Promote a good corporate image Minimize future correspondence. Analyze Situation. Revise. Analyze the Audience. Gather Information. Produce. Select Medium. Proofread. Compose

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Writing Negative Messages

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  1. Writing Negative Messages Business Communication Essentials, 3e

  2. Goals of Negative Messages • Convey the message • Gain acceptance • Maintain goodwill • Promote a good corporate image • Minimize future correspondence Business Communication Essentials, 3e

  3. Analyze Situation Revise Analyze the Audience Gather Information Produce Select Medium Proofread Compose the Message Get Organized Distribute Three-Step Writing Process Planning Writing Completing Business Communication Essentials, 3e

  4. Choosing the Best Approach • 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 Business Communication Essentials, 3e

  5. Flow of the Message Bad News Step 1 Reasons Step 2 Positive Close Step 3 Substance of the Message The Direct Approach Business Communication Essentials, 3e

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

  7. Begin With a Buffer Respectful Relevant Neutral Transitional Business Communication Essentials, 3e

  8. Reasons and Information Offer Explanations Present the Reasons Guide the Readers Provide Sufficient Detail Explain Company Policy Business Communication Essentials, 3e

  9. Corporate Image De-emphasize the Bad News Use a Conditional Statement Acceptance Goodwill Focus on the Positive Future Correspondence State the Bad News Business Communication Essentials, 3e

  10. Remain Confident Limit Correspondence Minimize Problems Avoid clichés Close on a Positive Note Business Communication Essentials, 3e

  11. Routine Business Organizational News Employment Issues Negative Messages Business Communication Essentials, 3e

  12. Refusing Routine Requests • Select the approach • Manage your time • Be polite but firm • Propose alternatives • Avoid empty closings Business Communication Essentials, 3e

  13. Status of Transactions Customer Expectations Have Been Set Have Not Been Set Consider Apology Avoid Apology Communication Goals Modify Expectations Solve the Problem Repair the Relationship Business Communication Essentials, 3e

  14. Claims and Adjustments Things to Employ Things to Avoid • Courtesy and Respect • Accepting Blame • Indirect Approach • Making Accusations • Understanding and Tact • Being Negative • Positive Attitude • Defaming Others Business Communication Essentials, 3e

  15. Organizational News Products Services Operations Business Communication Essentials, 3e

  16. Negative Announcements Consider Each Group Analyze the Situation Minimize Surprises Plan Your Response Seek Expert Advice Avoid False Optimism Business Communication Essentials, 3e

  17. Employment Messages Job Applicants Other Companies Performance Reviews Business Communication Essentials, 3e

  18. Be Direct Practice Diplomacy State Facts Recognize Feelings Recommendation Letters Requested by Businesses Requested by Individuals Business Communication Essentials, 3e

  19. Choose an Approach State the Reasons Propose Alternatives Employment Applications Business Communication Essentials, 3e

  20. Performance Reviews Job Requirements Feedback Action Plans Business Communication Essentials, 3e

  21. NegativePerformance Reviews • Confront the problem • Plan the message • Respect privacy • Stay focused • Get a commitment Business Communication Essentials, 3e

  22. Termination Letters Present Specific Reasons Choose Words Carefully Minimize Negative Feelings Business Communication Essentials, 3e

  23. Reviewing Key Points • Using the three-step process • Developing negative messages • Exploring common examples Business Communication Essentials, 3e

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