Chapter 8 Copyright © 2014 Pearson Education, Inc.Chapter 8 - 1 Writing Negative Messages.
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Transcript of Chapter 8 Copyright © 2014 Pearson Education, Inc.Chapter 8 - 1 Writing Negative Messages.
![Page 1: Chapter 8 Copyright © 2014 Pearson Education, Inc.Chapter 8 - 1 Writing Negative Messages.](https://reader035.fdocuments.us/reader035/viewer/2022081420/5517005a550346fe558b4f99/html5/thumbnails/1.jpg)
Chapter 8
Copyright © 2014 Pearson Education, Inc. Chapter 8 - 1
Writing Negative Messages
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Learning Objectives
1. The Three-Step Writing Process
2. The direct and indirect approaches
3. Routine negative messages
4. Negative employment messages
5. Negative organizational news
6. Negative information in social media
Copyright © 2014 Pearson Education, Inc. Chapter 8 - 2
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Using the Three-Step Process for Negative
Messages
Copyright © 2014 Pearson Education, Inc. Chapter 8 - 3
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Plan the Message
Copyright © 2014 Pearson Education, Inc. Chapter 8 - 4
Purpose
Medium
Audience
Approach
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Choose the Approach
Copyright © 2014 Pearson Education, Inc. Chapter 8 - 5
• Get the reader’s immediate attention?
• Audience’s communication preferences?
• How important is the news to the reader?
• Will the bad news come as a shock?
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Write the Message
Copyright © 2014 Pearson Education, Inc. Chapter 8 - 6
•Clarity
•Sensitivity
•Credibility
•Etiquette
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Complete the Message
Copyright © 2014 Pearson Education, Inc. Chapter 8 - 7
•Revising
•Producing
•Proofreading
•Delivering
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Summary of Discussion
Copyright © 2014 Pearson Education, Inc. Chapter 8 - 8
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Using the Direct Approach for Negative
Messages
Copyright © 2014 Pearson Education, Inc. Chapter 8 - 9
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The Direct Approach
Copyright © 2014 Pearson Education, Inc. Chapter 8 - 10
State the Negative News
Explain the Negative News
Close the Message
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State the Bad News
Copyright © 2014 Pearson Education, Inc. Chapter 8 - 11
•Direct
•Professional
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Explain the Bad News
Copyright © 2014 Pearson Education, Inc. Chapter 8 - 12
•Reasons
•Information
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Close the Message
Copyright © 2014 Pearson Education, Inc. Chapter 8 - 13
•Respectful
•Positive
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Summary of Discussion
Copyright © 2014 Pearson Education, Inc. Chapter 8 - 14
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Using the Indirect Approach for Negative
Messages
Copyright © 2014 Pearson Education, Inc. Chapter 8 - 15
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Copyright © 2014 Pearson Education, Inc. Chapter 8 - 16
The Indirect Approach
1• Open With a Buffer
Statement
2• Provide Reasons and
Information
3 • State the Bad News
4• Close on a Respectful
Note
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Copyright © 2014 Pearson Education, Inc. Chapter 8 - 17
Open with a Buffer
•Respectful
•Relevant
•Neutral
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Copyright © 2014 Pearson Education, Inc. Chapter 8 - 18
Positive or Neutral
Progressively Negative
The Main Idea
Reasons and Information
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Copyright © 2014 Pearson Education, Inc. Chapter 8 - 19
State the Bad News
►Deemphasize the News
►Use a Conditional Statement
►Emphasize Positive Aspects
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Copyright © 2014 Pearson Education, Inc. Chapter 8 - 20
Write a Positive Close
•Avoid Uncertainty
•Limit Correspondence
•Express Optimism
•Be Sincere
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Summary of Discussion
Copyright © 2014 Pearson Education, Inc. Chapter 8 - 21
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Sending Negative Messages on Routine
Business Matters
Copyright © 2014 Pearson Education, Inc. Chapter 8 - 22
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Announcements
Copyright © 2014 Pearson Education, Inc. Chapter 8 - 23
1• Open With a Buffer
Statement
2• Provide Reasons and
Information
3• Make the
Announcement
4 • Close the Message
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Copyright © 2014 Pearson Education, Inc. Chapter 8 - 24
Workplace Proposals
Internal
External
Solicited
Unsolicited
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Copyright © 2014 Pearson Education, Inc. Chapter 8 - 25
•Manage your time carefully
• If the matter is closed, say so
•Offer alternatives, if possible
•Don’t imply further assistance
Routine Requests
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Copyright © 2014 Pearson Education, Inc. Chapter 8 - 26
Status of Transactions
• Modify Expectations
• Explain Your Plan
• Mend the Relationship
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Copyright © 2014 Pearson Education, Inc. Chapter 8 - 27
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
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Summary of Discussion
Copyright © 2014 Pearson Education, Inc. Chapter 8 - 28
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Sending Negative Employment Messages
Copyright © 2014 Pearson Education, Inc. Chapter 8 - 29
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Requested by Businesses
Conciseness
Directness
Requested byIndividuals
Diplomacy
Preparation
Copyright © 2014 Pearson Education, Inc. Chapter 8 - 30
Recommendations
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Copyright © 2014 Pearson Education, Inc. Chapter 8 - 31
Social Network Requests
•Ignoring
•Refraining
•Responding
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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
Copyright © 2014 Pearson Education, Inc. Chapter 8 - 32
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Copyright © 2014 Pearson Education, Inc. Chapter 8 - 33
Performance Reviews
•Meeting
•Feedback
•Coaching
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Copyright © 2014 Pearson Education, Inc. Chapter 8 - 34
•Documentation
•Consistency
•Objectivity
•Job Description
• Improvement
Negative Performance
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Copyright © 2014 Pearson Education, Inc. Chapter 8 - 35
Terminating Employment
•Present Reasons•Avoid Discrimination•Follow Policies & Laws•Avoid Personal Attacks•Seek Advice•Deliver in Person
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Summary of Discussion
Copyright © 2014 Pearson Education, Inc. Chapter 8 - 36
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Sending Negative Organizational News
Copyright © 2014 Pearson Education, Inc. Chapter 8 - 37
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Copyright © 2014 Pearson Education, Inc. Chapter 8 - 38
Negative Announcements
Match the Approach to the Situation
Consider the Needs of Each Group
Minimize the Element of Surprise
Plan and Manage a Response
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Copyright © 2014 Pearson Education, Inc. Chapter 8 - 39
Negative Announcements
Avoid False Optimism
Seek the Advice of Experts
Use Multiple Media to Reach Out
Be Open and Transparent
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Summary of Discussion
Copyright © 2014 Pearson Education, Inc. Chapter 8 - 40
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Responding to Negative Information in Social
Media
Copyright © 2014 Pearson Education, Inc. Chapter 8 - 41
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Copyright © 2014 Pearson Education, Inc. Chapter 8 - 42
Online Challenges
●Online Rumors
●False Information
●Attack Reputations
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Respond Effectively
Copyright © 2014 Pearson Education, Inc. Chapter 8 - 43
•Engaging
•Monitoring
•Evaluating
•Responding
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Summary of Discussion
Copyright © 2014 Pearson Education, Inc. Chapter 8 - 44
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Copyright © 2014 Pearson Education, Inc. Chapter 8 - 45
Writing Negative Messages
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Copyright © 2014 Pearson Education, Inc. Chapter 8 - 46