Presentation is loading. Please wait.

Presentation is loading. Please wait.

Copyright © 2010 Pearson Education InternationalChapter 9 - 1 Writing Negative Messages.

Similar presentations


Presentation on theme: "Copyright © 2010 Pearson Education InternationalChapter 9 - 1 Writing Negative Messages."— Presentation transcript:

1 Copyright © 2010 Pearson Education InternationalChapter Writing Negative Messages

2 Copyright © 2010 Pearson Education InternationalChapter Learning Objectives Apply the three-step writing process to negative messages Compare and contrast the direct and indirect approaches to negative messages, including when its appropriate to use each one Identify the risks of using the indirect approach and explain how to avoid problems

3 Copyright © 2010 Pearson Education InternationalChapter Learning Objectives Explain the importance of maintaining high standards of ethics and etiquette when delivering negative messages Explain the role of communication in crisis management List and discuss three guidelines for delivering negative news to job applicants

4 Copyright © 2010 Pearson Education InternationalChapter Goals of Negative Messages Convey the message Ensure acceptance Promote goodwill Maintain a good corporate image Minimize future correspondence

5 Copyright © 2010 Pearson Education InternationalChapter The Three-Step Process WritingCompletingPlanning Analyze Situation Gather Information Select Medium Get Organized Revise Produce Message Proofread Message Distribute Message Adapt to the Audience Compose the Message

6 Copyright © 2010 Pearson Education InternationalChapter Choosing the Approach Predicting the audiences reaction Knowing the audiences preferences Judging the importance of the news Preserving working relationships Getting the readers attention Following organizational guidelines

7 Copyright © 2010 Pearson Education InternationalChapter The Direct Approach State the bad news Give reasons End with a positive close

8 Copyright © 2010 Pearson Education InternationalChapter The Indirect Approach Begin with a buffer Provide reasons and information State the bad news Close with confidence

9 Copyright © 2010 Pearson Education InternationalChapter Open With a Buffer Respectful Relevant Neutral Transitional

10 Copyright © 2010 Pearson Education InternationalChapter Reasons and Information Explanation section –Guide readers responses –Provide sufficient details for support –Explain company policy

11 Copyright © 2010 Pearson Education InternationalChapter Deliver the Bad News De-emphasize the bad news Use a conditional statement Emphasize the positive

12 Copyright © 2010 Pearson Education InternationalChapter Close on a Positive Note Avoid a negative, uncertain conclusion Limit future correspondence Be optimistic about the future Be sincere

13 Copyright © 2010 Pearson Education InternationalChapter Adapting to Your Audience Cultural differences Internal versus external

14 Copyright © 2010 Pearson Education InternationalChapter Cultural Differences Proper tone Organization Cultural conventions

15 Copyright © 2010 Pearson Education InternationalChapter The Type of Audience Internal –Timeliness –Completeness External –Diversity –Confidentiality

16 Copyright © 2010 Pearson Education InternationalChapter Maintain High Standards Ethics and etiquette –Laws and regulations –Human impact –Emotional reactions

17 Copyright © 2010 Pearson Education InternationalChapter Negative Messages Routine business matters Employment messages Organizational news

18 Copyright © 2010 Pearson Education InternationalChapter Routine Business Requests Select the approach Manage your time Be polite but firm Propose alternatives Dont imply compliance

19 Copyright © 2010 Pearson Education InternationalChapter Status of Transactions Customer expectations –Have been set –Have not been set Communication goals –Modify expectations –Resolve the situation –Repair the relationship

20 Copyright © 2010 Pearson Education InternationalChapter Claims and Adjustments Things to employ –Courtesy and tact –Indirect approach –Understanding –Positive attitude Things to avoid –Accepting blame –Making accusations –Being negative –Defaming others

21 Copyright © 2010 Pearson Education InternationalChapter Organizational News Normal circumstances Crisis communication

22 Copyright © 2010 Pearson Education InternationalChapter Normal Circumstances Match the approach to the situation Consider unique needs of each group Give each audience time to react Allow time to plan/manage response

23 Copyright © 2010 Pearson Education InternationalChapter Normal Circumstances Stay positive but avoid false optimism Minimize the element of surprise Seek expert advice when needed Offer leadership and encouragement

24 Copyright © 2010 Pearson Education InternationalChapter Crisis Communication Crisis management plan –Operational procedures –Tasks and responsibilities

25 Copyright © 2010 Pearson Education InternationalChapter Employment Messages Answering recommendation requests Reviewing job applications Reviewing performance Terminations

26 Copyright © 2010 Pearson Education InternationalChapter Recommendation Letters Requested by businesses –Conciseness –Directness Requested by individuals –Diplomacy –Preparation

27 Copyright © 2010 Pearson Education InternationalChapter Employment Applications Choose an approach carefully State why applicant was not selected Close by suggesting alternatives

28 Copyright © 2010 Pearson Education InternationalChapter Performance Reviews Improve performance –Clarify job requirements –Give employees feedback –Develop a plan of action

29 Copyright © 2010 Pearson Education InternationalChapter Negative Reviews Confront the problem Plan the message Respect privacy Focus on the problem Obtain commitment

30 Copyright © 2010 Pearson Education InternationalChapter Terminating Employment Present the reasons Choose your words carefully Minimize negative feelings


Download ppt "Copyright © 2010 Pearson Education InternationalChapter 9 - 1 Writing Negative Messages."

Similar presentations


Ads by Google