1. Chapter 8 Copyright © 2012 Pearson Education, Inc. publishing as Prentice HallChapter 8 - 1 Writing Negative Messages

2. © Prentice Hall, 2007Business Communication Essentials, 3e Chapter 7 - 2 Key Writing Concepts Organization Active/passive language “You” orientation Reader benefit, alternative Respectful tone Formatting Spelling, grammar, punctuation, content Design & readability Closing with goodwill

3. Choose the Approach Choose the Approach Will the bad news come as a shock?Will the bad news come as a shock? What does the reader prefer?What does the reader prefer? How important is the news?How important is the news? What is your relationship with the reader?What is your relationship with the reader? Do you need the reader’s attention?Do you need the reader’s attention? What is your organization’s style?What is your organization’s style? Copyright © 2012 Pearson Education, Inc. publishing as Prentice HallChapter 8 - 3

4. Copyright © 2012 Pearson Education, Inc. publishing as Prentice HallChapter 8 - 4 The Direct Approach Flow of the Message Bad News Step 1 Bad News Step 1 Reasons Step 2 Reasons Step 2 Positive Close Step 3 Positive Close Step 3 Substance of the Message

5. Copyright © 2012 Pearson Education, Inc. publishing as Prentice HallChapter 8 - 5 The Indirect Approach Flow of the Message Buffer Step 1 Buffer Step 1 Reasons Step 2 Reasons Step 2 Bad News Step 3 Positive Close Step 4 Bad News Step 3 Bad News Step 3 Positive Close Step 4 Positive Close Step 4 Substance of the Message

6. Copyright © 2012 Pearson Education, Inc. publishing as Prentice HallChapter 8 - 6 Open with a Buffer ConsiderateConsiderate NeutralNeutral

7. Copyright © 2012 Pearson Education, Inc. publishing as Prentice HallChapter 8 - 7 Present the Reasons MaintainFocusDefuseEmotions Tactful Individualized Unapologetic Positive Detailed

8. Copyright © 2012 Pearson Education, Inc. publishing as Prentice HallChapter 8 - 8 State the Bad News ►Deemphasize the News ►Use a Conditional Statement ►Emphasize Positive Aspects

9. Copyright © 2012 Pearson Education, Inc. publishing as Prentice HallChapter 8 - 9 Write a Positive Close Avoid UncertaintyAvoid Uncertainty Limit CorrespondenceLimit Correspondence Express OptimismExpress Optimism Be SincereBe Sincere