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Writing Negative Messages

Writing Negative Messages. The Three-Step Process. Planning Writing Completing. Goals of Negative Messages. Convey the message Gain acceptance Maintain goodwill Promote a good corporate image Minimize future correspondence. Planning the Message. Analyze the situation

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Writing Negative Messages

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  1. Writing Negative Messages Excellence in Business Communication, 7e

  2. The Three-Step Process • Planning • Writing • Completing Excellence in Business Communication, 7e

  3. Goals of Negative Messages • Convey the message • Gain acceptance • Maintain goodwill • Promote a good corporate image • Minimize future correspondence Excellence in Business Communication, 7e

  4. Planning the Message • Analyze the situation • Determine your purpose • Profile the audience • Gather information • Choose a medium • Organize the message Excellence in Business Communication, 7e

  5. Writing the Message • Maintain a “you” attitude • Build credibility • Avoid accusations • Convey respect • Write clearly • Be sensitive Excellence in Business Communication, 7e

  6. Completing the Message • Revise the content • Produce a professional message • Proofread the message • Deliver the message Excellence in Business Communication, 7e

  7. Developing Negative Messages • Type of approach • Cultural variations • Type of audience • Ethical standards Excellence in Business Communication, 7e

  8. Choosing the Best Approach • Predicting the reader’s reaction • Knowing the reader’s preferences • Preserving working relationships • Getting the reader’s attention • Following organizational guidelines • Controlling follow-up communication Excellence in Business Communication, 7e

  9. The Direct Approach • State the bad news • Give reasons • End with a positive close Excellence in Business Communication, 7e

  10. The Indirect Approach • Begin with a buffer • Follow with reasons • State the bad news • End with a positive close Excellence in Business Communication, 7e

  11. 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 Begin With a Buffer Excellence in Business Communication, 7e

  12. Provide Reasonsand Information • Guide your readers • Provide support • Suggest benefits • Minimize policy Excellence in Business Communication, 7e

  13. State the Bad News • De-emphasize the bad news • Use a conditional statement • Focus on the positive Excellence in Business Communication, 7e

  14. Close With Confidence • Keep it positive • Limit future correspondence • Remain confident • Stay optimistic • Be sincere Excellence in Business Communication, 7e

  15. Cultural Differences • Proper tone • Message organization • Cultural conventions Excellence in Business Communication, 7e

  16. The Type of Audience • Internal • Timeliness • Completeness • External • Diversity • Confidentiality Excellence in Business Communication, 7e

  17. Maintain High Standards • Communication ethics • Timely delivery • Clear messages • Complete information • Business etiquette • Self-control • Careful planning • Sensitive wording Excellence in Business Communication, 7e

  18. Negative Messages • Routine requests • Organizational news • Employment information Excellence in Business Communication, 7e

  19. Routine Requests • Select the approach • Manage your time • Be polite but firm • Propose alternatives • Avoid empty closings Excellence in Business Communication, 7e

  20. The Status of Transactions • Customer expectations • Modify expectations • Solve the problem • Repair the relationship Excellence in Business Communication, 7e

  21. Things to employ Courtesy and tact Indirect approach Positive attitude Understanding and respect Things to avoid Accepting blame Accusations Defamation Negative language Claims and Adjustments Excellence in Business Communication, 7e

  22. Organizational News • Bad news about products • Bad news about company operations Excellence in Business Communication, 7e

  23. Negative Announcements • Match the approach to the situation • Consider unique needs of groups • Give each group time to respond • Plan a sequence of announcements Excellence in Business Communication, 7e

  24. Negative Announcements • Plan for and manage a response • Stay positive, but be realistic • Minimize the element of surprise • Seek expert advice if you’re not sure Excellence in Business Communication, 7e

  25. Crisis Communication • Define operational procedures • Clarify communication tasks • Assign specific responsibilities • Test crisis-communication plan Excellence in Business Communication, 7e

  26. Negative Employment Messages • Refusing recommendation requests • Rejecting job applications • Giving negative performance reviews • Terminating employment Excellence in Business Communication, 7e

  27. Employment Applications • Use the direct approach • State reasons clearly • Suggest alternatives Excellence in Business Communication, 7e

  28. Recommendation Letters • Requested by businesses • Be direct • State facts • Requested by individuals • Practice diplomacy • Recognize feelings Excellence in Business Communication, 7e

  29. Performance Reviews • Review requirements • Provide feedback • Develop action plans Excellence in Business Communication, 7e

  30. Employment Applications • Choose the approach • State the reasons • Suggest alternatives Excellence in Business Communication, 7e

  31. NegativePerformance Reviews • Confront the problem • Plan the message • Maintain privacy • Focus on the problem • Obtain commitment Excellence in Business Communication, 7e

  32. Termination Letters • Express the decision • Give specific justification • Minimize negative feelings Excellence in Business Communication, 7e

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