© prentice hall, 2005 business communication today 8echapter 8 - 1 writing negative messages
TRANSCRIPT
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© Prentice Hall, 2005 Business Communication Today 8e Chapter 8 - 1
Writing Writing Negative MessagesNegative Messages
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© Prentice Hall, 2005 Business Communication Today 8e Chapter 8 - 2
The Three-Step ProcessThe Three-Step Process
• Planning
• Writing
• Completing
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© Prentice Hall, 2005 Business Communication Today 8e Chapter 8 - 3
Negative MessagesNegative Messages
• Convey the message
• Gain acceptance
• Maintain goodwill
• Promote a good corporate image
• Minimize future correspondence
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© Prentice Hall, 2005 Business Communication Today 8e Chapter 8 - 4
Planning the MessagePlanning the Message
• Analyze the situation
• Determine your purpose
• Profile the audience
• Gather information
• Choose a medium
• Organize the message
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© Prentice Hall, 2005 Business Communication Today 8e Chapter 8 - 5
Writing the MessageWriting the Message
• Maintain a “you” attitude
• Build credibility
• Avoid accusations
• Convey respect
• Write clearly
• Be sensitive
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© Prentice Hall, 2005 Business Communication Today 8e Chapter 8 - 6
Completing the MessageCompleting the Message
• Revise the content
• Produce a professional message
• Proofread the message
• Deliver the message
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© Prentice Hall, 2005 Business Communication Today 8e Chapter 8 - 7
Developing Negative Developing Negative MessagesMessages
• Type of approach
• Cultural variations
• Type of audience
• Ethical standards
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© Prentice Hall, 2005 Business Communication Today 8e Chapter 8 - 8
The Direct ApproachThe Direct Approach
• State the bad news
• Give reasons
• End with a positive close
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© Prentice Hall, 2005 Business Communication Today 8e Chapter 8 - 9
The Indirect ApproachThe Indirect Approach
• Begin with a buffer
• Follow with reasons
• State the bad news
• End with a positive close
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© Prentice Hall, 2005 Business Communication Today 8e Chapter 8 - 10
Begin With a BufferBegin With a Buffer
• Things to do
– Show appreciation
– Pay attention
– Compliment reader
– Be understanding
– Show sincerity
• Things to avoid
– Saying “no”
– A know-it-all tone
– Wordy phrases
– Apologies
– Lengthy buffers
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© Prentice Hall, 2005 Business Communication Today 8e Chapter 8 - 11
Provide ReasonsProvide Reasonsand Informationand Information
• Guide your readers
• Provide support
• Suggest benefits
• Minimize policy
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© Prentice Hall, 2005 Business Communication Today 8e Chapter 8 - 12
State the Bad NewsState the Bad News
• De-emphasize the bad news
• Use a conditional statement
• Focus on the positive
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© Prentice Hall, 2005 Business Communication Today 8e Chapter 8 - 13
Close With ConfidenceClose With Confidence
• Keep it positive
• Limit future correspondence
• Remain confident and optimistic
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© Prentice Hall, 2005 Business Communication Today 8e Chapter 8 - 14
Cultural DifferencesCultural Differences
• Proper tone
• Message organization
• Cultural conventions
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© Prentice Hall, 2005 Business Communication Today 8e Chapter 8 - 15
The Type of AudienceThe Type of Audience
• Internal
– Timeliness
– Completeness
• External
– Diversity
– Confidentiality
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© Prentice Hall, 2005 Business Communication Today 8e Chapter 8 - 16
Maintain High StandardsMaintain High Standards
• Communication ethics
– Timely delivery
– Clear messages
– Complete information
• Business etiquette
– Self-control
– Careful planning
– Sensitive wording
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© Prentice Hall, 2005 Business Communication Today 8e Chapter 8 - 17
Negative MessagesNegative Messages
• Routine matters
• Organizational news
• Employment information
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© Prentice Hall, 2005 Business Communication Today 8e Chapter 8 - 18
Routine MattersRoutine Matters
• Select the approach
• Manage your time
• Be polite but firm
• Propose alternatives
• Avoid empty closings
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© Prentice Hall, 2005 Business Communication Today 8e Chapter 8 - 19
The Status of The Status of TransactionsTransactions
• Customer expectations
–Modify expectations
– Solve the problem
– Repair the relationship
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© Prentice Hall, 2005 Business Communication Today 8e Chapter 8 - 20
Claims and AdjustmentsClaims and Adjustments
• Things to employ
– Courtesy and tact
– Indirect approach
– Positive attitude
– Understanding and
respect
• Things to avoid
– Accepting blame
– Accusations
– Defamation
– Negative language
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© Prentice Hall, 2005 Business Communication Today 8e Chapter 8 - 21
Organizational NewsOrganizational News
• Bad news about products
• Bad news about company operations
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© Prentice Hall, 2005 Business Communication Today 8e Chapter 8 - 22
Negative Negative AnnouncementsAnnouncements
• Match the approach to the situation
• Consider unique needs of groups
• Give each group time to respond
• Plan a sequence of announcements
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© Prentice Hall, 2005 Business Communication Today 8e Chapter 8 - 23
Negative Negative
AnnouncementsAnnouncements• Plan for and manage a response
• Stay positive, but be realistic
• Minimize the element of surprise
• Seek expert advice if you’re not sure
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© Prentice Hall, 2005 Business Communication Today 8e Chapter 8 - 24
Crisis CommunicationCrisis Communication
• Define operational procedures
• Clarify communication tasks
• Assign specific responsibilities
• Test crisis-communication plan
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© Prentice Hall, 2005 Business Communication Today 8e Chapter 8 - 25
Employment ApplicationsEmployment Applications
• Use the direct approach
• State reasons clearly
• Suggest alternatives
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© Prentice Hall, 2005 Business Communication Today 8e Chapter 8 - 26
Recommendation LettersRecommendation Letters
• Requested by businesses– Be direct– State facts
• Requested by individuals– Practice diplomacy– Recognize feelings
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© Prentice Hall, 2005 Business Communication Today 8e Chapter 8 - 27
Performance ReviewsPerformance Reviews
• Review requirements
• Provide feedback
• Develop action plans
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© Prentice Hall, 2005 Business Communication Today 8e Chapter 8 - 28
NegativeNegativePerformance ReviewsPerformance Reviews
• Confront the problem
• Plan the message
• Maintain privacy
• Focus on the problem
• Obtain commitment
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© Prentice Hall, 2005 Business Communication Today 8e Chapter 8 - 29
Termination LettersTermination Letters
• Express the decision
• Give specific justification
• Minimize negative feelings