1. Chapter 11 Writing Negative Messages Copyright © 2014 Pearson Education, Inc. publishing as Prentice Hall 1Chapter 11 -

2. Plan the Message Purpose Medium Audience Approach Copyright © 2014 Pearson Education, Inc. publishing as Prentice Hall 2Chapter 11 -

3. Write the Message Copyright © 2014 Pearson Education, Inc. publishing as Prentice Hall 3Chapter 11 - Clarity Sensitivity Credibility Etiquette

4. Complete the Message Copyright © 2014 Pearson Education, Inc. publishing as Prentice Hall 4Chapter 11 - Revising Producing Proofreading Delivering

5. The Direct Approach for Negative Messages Copyright © 2014 Pearson Education, Inc. publishing as Prentice Hall 5Chapter 11 -

6. State the Bad News Copyright © 2014 Pearson Education, Inc. publishing as Prentice Hall 6Chapter 11 - Clarity Tone Reminder

7. Explain the Bad News Copyright © 2014 Pearson Education, Inc. publishing as Prentice Hall 7Chapter 11 - Reasons Information Apology ??

8. Close the Message Copyright © 2014 Pearson Education, Inc. publishing as Prentice Hall 8Chapter 11 - Respect Options Actions

9. The Indirect Approach for Negative Messages Copyright © 2014 Pearson Education, Inc. publishing as Prentice Hall 9Chapter 11 -

10. The Indirect Approach Copyright © 2014 Pearson Education, Inc. publishing as Prentice Hall 10Chapter 11 - 1 1 Open with a Buffer Statement Close on a Respectful Note 4 4 Provide Reasons and Information 2 2 Deliver the Negative News 3 3

11. Open with a Buffer Copyright © 2014 Pearson Education, Inc. publishing as Prentice Hall 11Chapter 11 - Neutral, non-controversial statement closely related to the point of the message. (Everyone would agree you have been a valuable employee in our department.) Respectful Relevant Neutral

12. Present the Reasons Copyright © 2014 Pearson Education, Inc. publishing as Prentice Hall 12Chapter 11 - Positive or Neutral Progressively Negative The Main Idea Justified, Fair, and Logical Reasons and Information

13. State the Bad News ►Deemphasize the News- minimize space and time devoted to bad news/embed in middle of paragraph. ►Use a Conditional Statement Imply audience might someday receive a favorable response. (We may be able to rehire you once the economy improves) ►Use a Conditional Statement Imply audience might someday receive a favorable response. (We may be able to rehire you once the economy improves) ►Emphasize Positive Aspects What you can do not what you cannot do ►Emphasize Positive Aspects What you can do not what you cannot do Copyright © 2014 Pearson Education, Inc. publishing as Prentice Hall 13Chapter 11 -

14. Close the Message Copyright © 2014 Pearson Education, Inc. publishing as Prentice Hall 14Chapter 11 - Avoid Uncertainty – if decision is final don’t say “I hope you find the decision satisfactory.” Limit Correspondence - Limit future communications if don’t want to discuss further Express Optimism Be Sincere