Transcript Writing Negative Messages

Writing Negative
Messages
© Prentice Hall, 2007
Business Communication Essentials, 3e
Chapter 8 - 1
Goals of Negative Messages
• Convey the message
• Gain acceptance
• Maintain goodwill
• Promote a good corporate image
• Minimize future correspondence
© Prentice Hall, 2007
Business Communication Essentials, 3e
Chapter 8 - 2
The Three-Step Process
• Planning
• Writing
• Completing
© Prentice Hall, 2007
Business Communication Essentials, 3e
Chapter 8 - 3
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
© Prentice Hall, 2007
Business Communication Essentials, 3e
Chapter 8 - 4
The Direct Approach
• State the bad news
• Give reasons
• End with a positive close
© Prentice Hall, 2007
Business Communication Essentials, 3e
Chapter 8 - 5
The Indirect Approach
• Begin with a buffer
• Provide reasons/information
• State the bad news
• Close with confidence
© Prentice Hall, 2007
Business Communication Essentials, 3e
Chapter 8 - 6
Begin With a Buffer
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Respectful
Relevant
Neutral
Transitional
© Prentice Hall, 2007
Business Communication Essentials, 3e
Chapter 8 - 7
Reasons and Information
• Offer explanations
• Lay out your reasons
• Guide your readers
• Provide sufficient detail
• Explain company policy
© Prentice Hall, 2007
Business Communication Essentials, 3e
Chapter 8 - 8
State the Bad News
• De-emphasize the bad news
• Use a conditional statement
• Emphasize the positive
© Prentice Hall, 2007
Business Communication Essentials, 3e
Chapter 8 - 9
Close on a Positive Note
• Remain positive
• Limit future correspondence
• Don’t anticipate problems
• Avoid clichés
© Prentice Hall, 2007
Business Communication Essentials, 3e
Chapter 8 - 10
Common Negative Messages
• Routine business matters
• Organizational news
• Employment messages
© Prentice Hall, 2007
Business Communication Essentials, 3e
Chapter 8 - 11
Refusing Routine Requests
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Select the approach
Manage your time
Be polite but firm
Propose alternatives
Avoid empty closings
© Prentice Hall, 2007
Business Communication Essentials, 3e
Chapter 8 - 12
The Status of Transactions
• Customer expectations
– Modify expectations
– Solve the problem
– Repair the relationship
© Prentice Hall, 2007
Business Communication Essentials, 3e
Chapter 8 - 13
Claims and Adjustments
• Things to employ
• Things to avoid
– Courtesy and tact
– Accepting blame
– Indirect approach
– Accusations
– Positive attitude
– Defamation
– Understanding and
respect
– Negative language
© Prentice Hall, 2007
Business Communication Essentials, 3e
Chapter 8 - 14
Negative Organizational News
• Products
• Services
• Operations
© Prentice Hall, 2007
Business Communication Essentials, 3e
Chapter 8 - 15
Negative Announcements
• Match the approach to the situation
• Consider unique needs of groups
• Minimize element of surprise
• Plan and manage your response
• Avoid false optimism
• Seek expert advice
© Prentice Hall, 2007
Business Communication Essentials, 3e
Chapter 8 - 16
Negative Employment
Messages
• Writing to job applicants
• Communicating with other firms
• Reviewing performance
© Prentice Hall, 2007
Business Communication Essentials, 3e
Chapter 8 - 17
Recommendation Letters
• Requested by businesses
– Be direct
– State facts
• Requested by individuals
– Practice diplomacy
– Consider feelings
© Prentice Hall, 2007
Business Communication Essentials, 3e
Chapter 8 - 18
Employment Applications
• Choose an approach carefully
• State why applicant was not selected
• Close by suggesting alternatives
© Prentice Hall, 2007
Business Communication Essentials, 3e
Chapter 8 - 19
Performance Reviews
• Review job requirements
• Give employees feedback
• Develop a plan of action
© Prentice Hall, 2007
Business Communication Essentials, 3e
Chapter 8 - 20
Negative
Performance Reviews
• Confront the problem
• Plan the message
• Maintain privacy
• Focus on the problem
• Obtain commitment
© Prentice Hall, 2007
Business Communication Essentials, 3e
Chapter 8 - 21
Termination Letters
• Present the reasons
• Choose your words carefully
• Minimize negative feelings
© Prentice Hall, 2007
Business Communication Essentials, 3e
Chapter 8 - 22
Reviewing Key Points
• Using the three-step plan
• Developing negative messages
• Using the indirect approach
• Writing common negative messages
© Prentice Hall, 2007
Business Communication Essentials, 3e
Chapter 8 - 23