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Negative Messages

Negative Messages

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Negative Messages

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  1. Negative Messages Chapter 11 By Daniel Guerriero, CoralieMundwiller, Zachary Ross, and Amélie Lemelin

  2. Goals in delivering bad news Strategies for delivering bad news When to use the direct or indirect pattern Buffer, reasons, cushioning and closing 3X3 process writing Avoiding legal problems Refusing Routine requests Delivering bad news to customers Problems with orders Denying claims Refusing credit Delivering bad news within the organization Giving bad news personally Delivering workplace bad news Saying no to job applicants Presenting bad news in other cultures Table of Contents

  3. Deliver the bad news in a way they will understand and accept it. Make sure to keep a good company image. Make the message clear and to the point so that there are no misunderstandings and there is no further communication Avoid Legal Problems Goals in Delivering Bad News

  4. Give the reason why. Be sensitive. Treat the issue seriously. Make all decisions with care. Strategies for Delivering Bad News Indirect Pattern USE Direct Pattern

  5. When to Use Direct or Indirect Patterns Indirect pattern Direct Pattern When the reader might look at the bad news briefly. When you need to be direct When firmness is necessary When the news is perturbing. • When the bad news might affect the reader. • To keep the reader aware throughout the message.

  6. Buffer Reasons Bad News Closing Indirect Pattern

  7. Bad News Reasons Closing • Putting the bad news first can be more effective in certain cases, such as • A small increase in price at a fast food restaurant • A small increase in the price of gas. Direct Pattern

  8. A buffer is an indirect, neutral statement that is meant to keep the reader interested. Different kinds of buffers include: The Best News Compliments Appreciation Agreement Facts Understanding Apology Buffers

  9. Reasons

  10. Cushioning the Bad NewsUsed to reduce the impact of the bad news • Positioning the Bad News Strategically • Using the passive voice (focus on the action) • Accentuate the positive • Implying the refusal (indirectly but clearly) • Suggest a compromise or alternative

  11. Closing Pleasantly

  12. Analyze the bad news and the impact it will have. Research, organization, and composition Revision, proof-reading, and evaluation 3x3 Writing Process

  13. Consider the following: • Abusive language (defamation) • Careless language (avoid misinterpretations) • Incriminating documents • Good Guy Syndrome • Speak on behalf of yourself • and not the organization. Avoiding Legal Problems

  14. Refusing Routine Requests

  15. Delivering Bad News to Customers

  16. Problems with Orders

  17. Denying Claims

  18. Refusing Credit

  19. Delivering Bad News Within Organizations

  20. Giving Bad News Personally

  21. Delivering Workplace Bad News

  22. . Saying No to Job Applicants Remember to extendyour best wishesafterrefusing the job

  23. Presenting Bad News in Other Cultures

  24. Samples

  25. Zenome Subcategory Here is the link to our Zenome sub-category. The category will help you find additional information on chapter 11: Negative Messages. http://www.zenome.com/directory/index.php?parentID=007.063.011.999

  26. Bibliography • Mary Ellen Guffey, Kathleen Rhodes, Patricia. Business Communication: Process and Product. Toronto: Thompson South-Western, 2006. • Bowman, Joel P. "Credit Refusal." 22 August 2002. Homepages at WMU. 10 February 2010 <http://homepages.wmich.edu/~bowman/sample21.html>. • —. "Delayed Order with a Long Delay." 21 August 2002. Homepages at WMU. 2010 10 February <http://homepages.wmich.edu/~bowman/sample17.html>. • —. "Letter of Reprimand." 21 August 2002. Homepages at WMU. 10 February 2010 <http://homepages.wmich.edu/~bowman/sample24.html>. • —. "Negative Announcement Including an Apology." 21 August 2002. Homepages at WMU. 9 February 2010 <http://homepages.wmich.edu/~bowman/sample19.html>. • —. "Sample Claim Refusal." 21 August 2002. Homepages at WMU. 2010 10 February <http://homepages.wmich.edu/~bowman/sample19.html>.

  27. Bibliography • Bowman, Joel P. "Writing Negative Messages." 21 August 2002. Business Communication: Managing Information and Relationships. 5 February 2010 <http://homepages.wmich.edu/~bowman/badnews.html>. • Dickson, Carl. "How to Deliver Bad News in Writing." Capture Planning. 5 February 2010 <http://www.captureplanning.com/articles/81875.cfm?>. • SripriyaRajagopalan, Greg Smith. "Negative Messages are not bad after all." Exforsys Inc. 5 February 2010 <http://www.exforsys.com/career-center/business-communication/negative-messages-are-not-bad-after-all.html>. • Thill, John and Courtland Bovee. Excellence in Business Communication. New Jersey: Upper Saddle River, 2005.