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Delivering Sensitive and Negative News

Delivering Sensitive and Negative News. Business Communications, MGT 309 University of North Carolina at Greensboro. Writing that Works (2010). Oliu, Brusaw, & Alred. Do’s. Stay in integrity Careful analysis of the situation! Adapt your medium to the message Choose the appropriate tone

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Delivering Sensitive and Negative News

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  1. Delivering Sensitive and Negative News Business Communications, MGT 309 University of North Carolina at Greensboro Writing that Works (2010). Oliu, Brusaw, & Alred

  2. Do’s • Stay in integrity • Careful analysis of the situation! • Adapt your medium to the message • Choose the appropriate tone • Take your time when writing • Stay relevant • Stay factual. Stay neutral • No “Pollyanna’ • Be fair & reasonable • Stay concise • Assertive (avoid apology) . Consult supervisor & legal advisors • End positive • Passive voice is okay.

  3. “Sandwich” Construction + - + • + Buffer - Positive words with neutral feel • - Body – 3 sentences • Sentence 1 – Positive words with a neutral feel • Sentence 2 - Negative information. • Sentence 3 - Positive words with a neutral feel – transition out. • + Goodwill close

  4. Buffer – (Introduction) • Sincere • Express appreciation • Relevant • Not misleading • Neutral • Respectful • Succinct • Assertive • Brief • On point Buffer Statements: • Thank your for participating in our competition. • It was great to see you at the conference. The keynote speaker gave a fantastic presentation. (Email hello)

  5. State the Bad • Minimize the space allocated. • Subordinate bad news in a complex or compound sentence. • Embed the bad news in the middle of a paragraph or use parenthetical expressions. • Use a condition statement (if, then) • Tell what you will do, not what you won’t do • However, don’t let the bad news get lost by overemphasizing the positive.

  6. Examples: Bad News using Positive Words

  7. Goodwill Close • Positive • Final • Optimistic • Sincere • Confident • Remember the end is a power position!

  8. Construction’s for Specific Situations

  9. Organization: Negative message to clients/customers • When you have a reason the audience will accept, give the reason before the refusal. • Then give the negative information • Present an alternative • End positive Downplay the emotion. Neutral tone.

  10. Organization: Negative to superiors • Define the problem. • Tell how it happened. • Describe the options for fixing it. • Recommend a solution & ask for action. Downplay the emotion. Neutral tone.

  11. Organization: Negative messages to peers and subordinates • Describe the problem. • Present an alternative. • As for input or action. Downplay the emotion. Neutral tone.

  12. Delivering Sensitive and Negative News Writing that Works (2010). Oliu, Brusaw, & Alred

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