Chapter 8 - 1

Writing Negative Messages

Plan the Message

Chapter 8 - 2

Purpose

Medium

Audience

Approach

Choose the Approach

• Will the bad news come as a shock?

• What does the reader prefer?

• How important is the news?

• What is your relationship with the reader?

• Do you need the reader’s attention?

• What is your organization’s style?Chapter 8 - 3

Write the Message

Chapter 8 - 4

•Clarity

•Sensitivity

•Credibility

•Etiquette

Complete the Message

Chapter 8 - 5

•Revising

•Producing

•Proofreading

•Delivering

Using the Direct Approach for Negative

Messages

Chapter 8 - 6

Chapter 8 - 7

The Direct Approach

Flow of the Message

Bad News

Step 1

Bad News

Step 1

Reasons

Step 2

Reasons

Step 2

Positive Close

Step 3

Positive Close

Step 3

Substance of the Message

Using the Indirect Approach for Negative

Messages

Chapter 8 - 8

Chapter 8 - 9

The Indirect Approach

Flow of the Message

Buffer

Step 1

Buffer

Step 1

Reasons

Step 2

Reasons

Step 2

Bad News

Step 3

Positive Close

Step 4

Bad News

Step 3

Bad News

Step 3

Positive Close

Step 4

Positive Close

Step 4

Substance of the Message

Chapter 8 - 10

Open with a Buffer

Considerate

Neutral

Chapter 8 - 11

Present the Reasons

MaintainFocus

DefuseEmotions

Tactful

Individualized

Unapologetic

Positive

Detailed

Chapter 8 - 12

State the Bad News

►Deemphasize the News

►Use a Conditional Statement

►Emphasize Positive Aspects

Chapter 8 - 13

Write a Positive Close

•Avoid Uncertainty

•Limit Correspondence

•Express Optimism

•Be Sincere

Sending Negative Messages on Routine

Business Matters

Chapter 8 - 14

Announcements

Chapter 8 - 15

•Find Common Ground

•State the Reasons

•Present the Change

•Close the Message

Chapter 8 - 16

•Manage your time carefully

•Consider the matter closed

•Offer alternatives, if possible

•Don’t imply other assistance

Routine Requests

Chapter 8 - 17

Status of Transactions

•Modify Expectations

•Explain Your Plan

•Repair the Relationship

Chapter 8 - 18

Claims or Adjustments

Things to Employ Things to Avoid

• Emotional Response

• Abusive Language

• Anger or Malice

• Negative Tone

• Understanding

• Accurate Information

• Courtesy and Respect

• Positive Tone

Sending Negative Employment Messages

Chapter 8 - 19

Requested by Businesses

Conciseness

Directness

Requested byIndividuals

Diplomacy

Preparation

Chapter 8 - 20

Recommendations

Job Applications• Personalize the message

• Express your appreciation

• Convey the negative news

• Avoid offering explanations

• Don’t imply future consideration

• Close with a positive, courteous tone

Chapter 8 - 21

Chapter 8 - 22

Performance Reviews

Coaching

Meeting

Feedback

Chapter 8 - 23

Negative Performance

• Document performance problems

• Evaluate employees consistently

• Write in a calm, objective voice

• Focus on improvement opportunities

• Keep job descriptions up to date

Chapter 8 - 24

Terminating Employment

•Present the Reasons

•Avoid Discrimination

•Follow Policies and Laws

•Avoid Personal Attacks

•Seek Objective Review

•Deliver in Person

Sending Negative Organizational News

Chapter 8 - 25

Chapter 8 - 26

Negative Announcements

•Review the Situation

•Consider Each Group

•Minimize Surprises

•Plan and Manage

Chapter 8 - 27

Negative Announcements

•Seek Positive Angles

•Avoid False Optimism

•Seek Expert Advice

•Employ Multimedia

Responding to Negative Information in Social

Media

Chapter 8 - 28

Chapter 8 - 29

Online Challenges

False Rumors

UnfairCriticism

Respond Effectively

Chapter 8 - 30

•Engaging•Monitoring•Evaluating•Responding