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Chapter 8 Copyright © 2014 Pearson Education, Inc.Chapter 8 - 1 Writing Negative Messages.

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Presentation on theme: "Chapter 8 Copyright © 2014 Pearson Education, Inc.Chapter 8 - 1 Writing Negative Messages."— Presentation transcript:

1 Chapter 8 Copyright © 2014 Pearson Education, Inc.Chapter Writing Negative Messages

2 Learning Objectives 1.The Three-Step Writing Process 2.The direct and indirect approaches 3.Routine negative messages 4.Negative employment messages 5.Negative organizational news 6.Negative information in social media Copyright © 2014 Pearson Education, Inc.Chapter 8 - 2

3 Using the Three-Step Process for Negative Messages Copyright © 2014 Pearson Education, Inc.Chapter 8 - 3

4 Plan the Message Copyright © 2014 Pearson Education, Inc.Chapter Purpose Medium Audience Approach

5 Choose the Approach Choose the Approach Copyright © 2014 Pearson Education, Inc.Chapter Get the readers immediate attention? Audiences communication preferences? How important is the news to the reader? Will the bad news come as a shock?

6 Write the Message Copyright © 2014 Pearson Education, Inc.Chapter Clarity Sensitivity Credibility Etiquette

7 Complete the Message Copyright © 2014 Pearson Education, Inc.Chapter Revising Producing Proofreading Delivering

8 Summary of Discussion Copyright © 2014 Pearson Education, Inc.Chapter 8 - 8

9 Using the Direct Approach for Negative Messages Copyright © 2014 Pearson Education, Inc.Chapter 8 - 9

10 The Direct Approach Copyright © 2014 Pearson Education, Inc.Chapter State the Negative NewsExplain the Negative NewsClose the Message

11 State the Bad News Copyright © 2014 Pearson Education, Inc.Chapter DirectDirect ProfessionalProfessional

12 Explain the Bad News Copyright © 2014 Pearson Education, Inc.Chapter ReasonsReasons InformationInformation

13 Close the Message Copyright © 2014 Pearson Education, Inc.Chapter RespectfulRespectful PositivePositive

14 Summary of Discussion Copyright © 2014 Pearson Education, Inc.Chapter

15 Using the Indirect Approach for Negative Messages Copyright © 2014 Pearson Education, Inc.Chapter

16 Copyright © 2014 Pearson Education, Inc.Chapter The Indirect Approach 1 Open With a Buffer Statement 2 Provide Reasons and Information 3 State the Bad News 4 Close on a Respectful Note

17 Copyright © 2014 Pearson Education, Inc.Chapter Open with a Buffer Respectful Relevant Neutral

18 Copyright © 2014 Pearson Education, Inc.Chapter Positive or Neutral Progressively Negative The Main Idea Reasons and Information

19 Copyright © 2014 Pearson Education, Inc.Chapter State the Bad News Deemphasize the News Use a Conditional Statement Emphasize Positive Aspects

20 Copyright © 2014 Pearson Education, Inc.Chapter Write a Positive Close Avoid Uncertainty Limit Correspondence Express Optimism Be Sincere

21 Summary of Discussion Copyright © 2014 Pearson Education, Inc.Chapter

22 Sending Negative Messages on Routine Business Matters Copyright © 2014 Pearson Education, Inc.Chapter

23 AnnouncementsAnnouncements Copyright © 2014 Pearson Education, Inc.Chapter Open With a Buffer Statement 2 Provide Reasons and Information 3 Make the Announcement 4 Close the Message

24 Copyright © 2014 Pearson Education, Inc.Chapter Workplace Proposals Internal External Solicited Unsolicited

25 Copyright © 2014 Pearson Education, Inc.Chapter Manage your time carefully If the matter is closed, say so Offer alternatives, if possible Dont imply further assistance Routine Requests

26 Copyright © 2014 Pearson Education, Inc.Chapter Status of Transactions Modify Expectations Explain Your Plan Mend the Relationship

27 Copyright © 2014 Pearson Education, Inc.Chapter Claims or Adjustments Things to EmployThings to Avoid Emotional Response Abusive Language Anger or Malice Negative Tone Understanding Accurate Information Courtesy and Respect Positive Tone

28 Summary of Discussion Copyright © 2014 Pearson Education, Inc.Chapter

29 Sending Negative Employment Messages Copyright © 2014 Pearson Education, Inc.Chapter

30 Requested by Businesses Requested by Businesses Conciseness Directness Requested by Individuals Requested by Individuals Diplomacy Preparation Copyright © 2014 Pearson Education, Inc.Chapter RecommendationsRecommendations

31 Copyright © 2014 Pearson Education, Inc.Chapter Social Network Requests Ignoring Refraining Responding

32 Job Applications Personalize the message Express your appreciation Convey the negative news Avoid offering explanations Dont imply future consideration Close with a positive, courteous tone Copyright © 2014 Pearson Education, Inc.Chapter

33 Copyright © 2014 Pearson Education, Inc.Chapter Performance Reviews Meeting Feedback Coaching

34 Copyright © 2014 Pearson Education, Inc.Chapter Documentation Consistency Objectivity Job Description Improvement Negative Performance

35 Copyright © 2014 Pearson Education, Inc.Chapter Terminating Employment Present Reasons Avoid Discrimination Follow Policies & Laws Avoid Personal Attacks Seek Advice Deliver in Person

36 Summary of Discussion Copyright © 2014 Pearson Education, Inc.Chapter

37 Sending Negative Organizational News Copyright © 2014 Pearson Education, Inc.Chapter

38 Copyright © 2014 Pearson Education, Inc.Chapter Negative Announcements Match the Approach to the Situation Consider the Needs of Each Group Minimize the Element of Surprise Plan and Manage a Response

39 Copyright © 2014 Pearson Education, Inc.Chapter Negative Announcements Avoid False Optimism Seek the Advice of Experts Use Multiple Media to Reach Out Be Open and Transparent

40 Summary of Discussion Copyright © 2014 Pearson Education, Inc.Chapter

41 Responding to Negative Information in Social Media Copyright © 2014 Pearson Education, Inc.Chapter

42 Copyright © 2014 Pearson Education, Inc.Chapter Online Challenges Online RumorsOnline Rumors False InformationFalse Information Attack ReputationsAttack Reputations

43 Respond Effectively Copyright © 2014 Pearson Education, Inc.Chapter Engaging Monitoring Evaluating Responding

44 Summary of Discussion Copyright © 2014 Pearson Education, Inc.Chapter

45 Copyright © 2014 Pearson Education, Inc.Chapter Writing Negative Messages

46 Copyright © 2014 Pearson Education, Inc.Chapter


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