Transcript Writing Negative Messages

Writing Negative
Messages
Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall
Chapter 9 - 1
Goals of Negative Messages
1. Convey the message
2. Ensure acceptance
3. Promote goodwill
4. Maintain a good corporate image
5. Minimize future correspondence
Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall
Chapter 9 - 2
The Three-Step Process
Planning
Writing
Completing
Analyze Situation
Adapt to
the Audience
Revise
Gather Information
Select Medium
Get Organized
Compose
the Message
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Produce
Proofread
Distribute
Chapter 9 - 3
Choosing the Approach
Audience
Reaction
Audience
Preferences
Importance
of the News
Working
Relationships
Getting
Attention
Organizational
Preferences
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Chapter 9 - 4
The Direct Approach
Flow of the Message
Bad News
Reasons
Positive Close
Step 1
Step 2
Step 3
Substance of the Message
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Chapter 9 - 5
The Indirect Approach
Flow of the Message
Buffer
Reasons
Bad
News
Positive
Close
Step 1
Step 2
Step 33
Step
Step 44
Step
Substance of the Message
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Chapter 9 - 6
Open With a Buffer
Respectful
Relevant
Neutral
Transitional
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Chapter 9 - 7
Reasons and Information
Explanation Section
Readers’
Responses
Sufficient
Details
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Company
Policy
Chapter 9 - 8
Deliver the Bad News
Clarity
Three Techniques
Courtesy
De-Emphasize the Bad News
Use a Conditional Statement
Focus on the Positive
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Chapter 9 - 9
Close on a Positive Note
Look to the Future
Avoid Negativity
Build
Goodwill
Limit Correspondence
Remain Optimistic
Suggest
Action
Practice Sincerity
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Chapter 9 - 10
Adapting to Your Audience
Cultural
Differences
Internal Versus
External Audiences
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Chapter 9 - 11
Cultural Differences
Proper Tone
Organization
Cultural Conventions
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Chapter 9 - 12
The Type of Audience
Internal
External
Timeliness
Diversity
Completeness
Confidentiality
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Chapter 9 - 13
Maintain High Standards
Ethics
Etiquette
Laws and Regulations
Human Impact
Emotional Reactions
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Chapter 9 - 14
Negative Messages
Routine Business
Employment Issues
Organizational News
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Chapter 9 - 15
Routine Business Requests
Select the
Approach
Be Polite
But Firm
Manage
Your Time
Consider
Alternatives
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Do Not Imply
Compliance
Chapter 9 - 16
Status of Transactions
Have
Been Set
Customer Expectations
Have Not
Been Set
Consider
Apology
Communication Goals
Avoid
Apology
Modify
Expectations
Resolve
the Situation
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Repair the
Relationship
Chapter 9 - 17
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
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Chapter 9 - 18
Organizational News
Normal
Circumstances
Crisis
Communication
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Chapter 9 - 19
Normal Circumstances
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
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Chapter 9 - 20
Normal Circumstances
Stay Positive but Avoid False Optimism
Minimize the Element of Surprise
Seek Expert Advice When You’re Not Sure
Offer Leadership and Encouragement
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Chapter 9 - 21
Crisis Communication
Crisis Management Plan
Operational
Procedures
Speaking for
the Company
Tasks and
Responsibilities
Contacting
Key Executives
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Identifying
Media Outlets
Chapter 9 - 22
Employment Messages
Recommendations
Job Applications
Performance Reviews
Terminations
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Chapter 9 - 23
Recommendation Letters
Requested
by Businesses
Requested
by Individuals
Conciseness
Diplomacy
Directness
Preparation
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Chapter 9 - 24
Employment Applications
Choose Approach
State Reasons
Offer Alternatives
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Chapter 9 - 25
Performance Reviews
Organizational
Standards
Improve Performance
Organizational
Values
Clarify Job Requirements
Provide Feedback
Unbiased and
Objective
Guide Improvements
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Problem
Resolution
Chapter 9 - 26
Confront Problems
Plan the Message
Negative
Reviews
Respect Privacy
Stay Focused
Gain Commitment
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Chapter 9 - 27
Terminating Employment
Present the Reasons
Avoid Litigious Wording
Minimize Negativity
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Chapter 9 - 28
Writing Negative
Messages
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Chapter 9 - 29