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Chapter 8

Chapter 8. Writing Negative Messages. Learning Objectives. The Three-Step Writing Process The direct and indirect approaches Routine negative messages Negative employment messages Negative organizational news Negative information in social media.

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Chapter 8

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Presentation Transcript

  1. Chapter 8 Writing Negative Messages

  2. Learning Objectives • The Three-Step Writing Process • The direct and indirect approaches • Routine negative messages • Negative employment messages • Negative organizational news • Negative information in social media

  3. Using the Three-Step Process for Negative Messages

  4. Plan the Message Purpose Audience Medium Approach

  5. Choose the Approach • 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?

  6. Write the Message • Clarity • Sensitivity • Credibility • Etiquette

  7. Complete the Message • Revising • Producing • Proofreading • Delivering

  8. Summary of Discussion

  9. Using the Direct Approach for Negative Messages

  10. The Direct Approach

  11. State the Bad News • Direct • Professional

  12. Explain the Bad News • Reasons • Information

  13. Close the Message • Respectful • Positive

  14. Summary of Discussion

  15. Using the Indirect Approach for Negative Messages

  16. The Indirect Approach

  17. Open with a Buffer • Respectful • Relevant • Neutral

  18. Reasons and Information

  19. State the Bad News • Deemphasize the News • Use a Conditional Statement • Emphasize Positive Aspects

  20. Write a Positive Close • Avoid Uncertainty • Limit Correspondence • Express Optimism • Be Sincere

  21. Summary of Discussion

  22. Sending Negative Messages on Routine Business Matters

  23. Announcements

  24. Workplace Proposals • Internal • External • Solicited • Unsolicited

  25. Routine Requests • Manage your time carefully • If the matter is closed, say so • Offer alternatives, if possible • Don’t imply further assistance

  26. Status of Transactions • Modify Expectations • Explain Your Plan • Mend the Relationship

  27. Claims or Adjustments Things to Employ Things to Avoid • Understanding • Emotional Response • Accurate Information • Abusive Language • Courtesy and Respect • Anger or Malice • Positive Tone • Negative Tone

  28. Summary of Discussion

  29. Sending Negative Employment Messages

  30. Recommendations Requested by Businesses Requested by Individuals Conciseness Diplomacy Directness Preparation

  31. Social Network Requests • Ignoring • Refraining • Responding

  32. 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

  33. Performance Reviews • Meeting • Feedback • Coaching

  34. Negative Performance • Documentation • Consistency • Objectivity • Job Description • Improvement

  35. Terminating Employment • Present Reasons • Avoid Discrimination • Follow Policies & Laws • Avoid Personal Attacks • Seek Advice • Deliver in Person

  36. Summary of Discussion

  37. Sending Negative Organizational News

  38. Negative Announcements

  39. Negative Announcements

  40. Summary of Discussion

  41. Responding to Negative Information in Social Media

  42. Online Challenges

  43. Respond Effectively • Engaging • Monitoring • Evaluating • Responding

  44. Summary of Discussion

  45. Writing Negative Messages

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