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Transcript of Negative message
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Chapter 8 - 1
Writing Negative Messages
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Plan the Message
Chapter 8 - 2
Purpose
Medium
Audience
Approach
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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
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Write the Message
Chapter 8 - 4
•Clarity
•Sensitivity
•Credibility
•Etiquette
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Complete the Message
Chapter 8 - 5
•Revising
•Producing
•Proofreading
•Delivering
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Using the Direct Approach for Negative
Messages
Chapter 8 - 6
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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
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Using the Indirect Approach for Negative
Messages
Chapter 8 - 8
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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
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Chapter 8 - 10
Open with a Buffer
Considerate
Neutral
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Chapter 8 - 11
Present the Reasons
MaintainFocus
DefuseEmotions
Tactful
Individualized
Unapologetic
Positive
Detailed
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Chapter 8 - 12
State the Bad News
►Deemphasize the News
►Use a Conditional Statement
►Emphasize Positive Aspects
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Chapter 8 - 13
Write a Positive Close
•Avoid Uncertainty
•Limit Correspondence
•Express Optimism
•Be Sincere
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Sending Negative Messages on Routine
Business Matters
Chapter 8 - 14
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Announcements
Chapter 8 - 15
•Find Common Ground
•State the Reasons
•Present the Change
•Close the Message
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Chapter 8 - 16
•Manage your time carefully
•Consider the matter closed
•Offer alternatives, if possible
•Don’t imply other assistance
Routine Requests
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Chapter 8 - 17
Status of Transactions
•Modify Expectations
•Explain Your Plan
•Repair the Relationship
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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
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Sending Negative Employment Messages
Chapter 8 - 19
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Requested by Businesses
Conciseness
Directness
Requested byIndividuals
Diplomacy
Preparation
Chapter 8 - 20
Recommendations
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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
Chapter 8 - 21
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Chapter 8 - 22
Performance Reviews
Coaching
Meeting
Feedback
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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
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Chapter 8 - 24
Terminating Employment
•Present the Reasons
•Avoid Discrimination
•Follow Policies and Laws
•Avoid Personal Attacks
•Seek Objective Review
•Deliver in Person
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Sending Negative Organizational News
Chapter 8 - 25
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Chapter 8 - 26
Negative Announcements
•Review the Situation
•Consider Each Group
•Minimize Surprises
•Plan and Manage
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Chapter 8 - 27
Negative Announcements
•Seek Positive Angles
•Avoid False Optimism
•Seek Expert Advice
•Employ Multimedia
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Responding to Negative Information in Social
Media
Chapter 8 - 28
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Chapter 8 - 29
Online Challenges
False Rumors
UnfairCriticism
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Respond Effectively
Chapter 8 - 30
•Engaging•Monitoring•Evaluating•Responding