© Prentice Hall, 2008 Business Communication Today, 9eChapter Writing Negative Messages

© Prentice Hall, 2008 Business Communication Today, 9eChapter PlanningWritingCompleting Analyze Situation Gather Information Select Medium Get Organized Revise Produce Proofread Distribute Adapt to the Audience Adapt to the Audience Compose the Message Compose the Message Three-Step Writing Process

© Prentice Hall, 2008 Business Communication Today, 9eChapter NegativeMessages Convey the Message Gain Acceptance Maintain Goodwill Build Corporate Image Minimize Future Correspondence

© Prentice Hall, 2008 Business Communication Today, 9eChapter Planning the Message GatherInformation Select a Medium Define Your Main Idea Analyze the SituationDetermine Your Purpose Profile the Audience

© Prentice Hall, 2008 Business Communication Today, 9eChapter Writing the Message Use the “You” Attitude Build Credibility Protect Your Company Avoid Accusations Write Clearly Be Sensitive

© Prentice Hall, 2008 Business Communication Today, 9eChapter Completing the Message Revising Producing Proofreading Delivering

© Prentice Hall, 2008 Business Communication Today, 9eChapter Developing Negative Messages Type of Approach Cultural Variations Ethical Standards

© Prentice Hall, 2008 Business Communication Today, 9eChapter Choosing the Best Approach Relationship with Audience Relationship with Audience Need for Attention Need for Attention Preferred Style Preferred Style Follow-Up Communication Follow-Up Communication Nature of the News Nature of the News Audience Preferences Audience Preferences Importance of the News Importance of the News

© Prentice Hall, 2008 Business Communication Today, 9eChapter The Direct Approach Bad News Step 1 Bad News Step 1 Reasons Step 2 Reasons Step 2 Positive Close Step 3 Positive Close Step 3 Flow of the Message Substance of the Message

© Prentice Hall, 2008 Business Communication Today, 9eChapter The Indirect Approach Buffer Step 1 Buffer Step 1 Reasons Step 2 Reasons Step 2 Bad News Step 3 Bad News Step 3 Positive Close Step 4 Positive Close Step 4 Flow of the Message Substance of the Message

© Prentice Hall, 2008 Business Communication Today, 9eChapter Begin With a Buffer Show appreciation Pay attention Compliment reader Be understanding Show sincerity Saying “no” A know-it-all tone Wordy phrases Apologies Lengthy buffers Things to DoThings to Avoid

© Prentice Hall, 2008 Business Communication Today, 9eChapter Provide Reasons and Information Guide Your Readers Provide Support Suggest Benefits Minimize Policy

© Prentice Hall, 2008 Business Communication Today, 9eChapter State the Bad News De-emphasize the Bad News Use a Conditional Statement Focus on the Positive Future Correspondence Corporate Image AcceptanceGoodwill

© Prentice Hall, 2008 Business Communication Today, 9eChapter Close on a Positive Note Avoid negativity or uncertainty Limit future correspondence Be optimistic about the future Be sincere and avoid clichés Conclude with confidence

© Prentice Hall, 2008 Business Communication Today, 9eChapter Adapting to Your Audience CulturalDifferencesCulturalDifferences Internal and External Audience Internal and External Audience

© Prentice Hall, 2008 Business Communication Today, 9eChapter Proper Tone Cultural Conventions Message Organization Cultural Differences Communication Diversity

© Prentice Hall, 2008 Business Communication Today, 9eChapter The Type of Audience Internal Timeliness Completeness External Diversity Confidentiality

© Prentice Hall, 2008 Business Communication Today, 9eChapter Maintain High Standards of Ethics and Etiquette Laws and Regulations Human Impact EmotionsEmotions

© Prentice Hall, 2008 Business Communication Today, 9eChapter Types of Negative Messages Routine Matters Organizational News Employment Issues

© Prentice Hall, 2008 Business Communication Today, 9eChapter Routine Matters Be Polite But Firm Be Polite But Firm ProposeAlternativesProposeAlternatives Avoid Trite Closings Closings Select the Approach ApproachManage Your Time Manage

© Prentice Hall, 2008 Business Communication Today, 9eChapter Status of Transactions CustomerExpectationsCustomerExpectations ModifyExpectationsModifyExpectationsSolve the Problem Solve Repair the Relationship Repair Have Been Set Have Not Been Set Communication Goals ConsiderApologyAvoidApology

© Prentice Hall, 2008 Business Communication Today, 9eChapter Claims and Adjustments Things to EmployThings to Avoid Accepting Blame Making Accusations Being Negative Defaming Others Courtesy and Respect Indirect Approach Understanding and Tact Positive Attitude

© Prentice Hall, 2008 Business Communication Today, 9eChapter Negative Organizational News Plan a Sequence of Announcements Match the Approach to the Situation Consider Unique Needs of Each Group Give Each Group Time to Respond

© Prentice Hall, 2008 Business Communication Today, 9eChapter Negative Organizational News Seek Expert Advise If You’re Not Sure Plan for and Manage a Response Stay Positive, But Also Be Realistic Minimize the Element of Surprise

© Prentice Hall, 2008 Business Communication Today, 9eChapter Crisis Communication Crisis Management Plan Speaking for the Company Speaking for the Company Contacting Key Executives Contacting Identifying Media Outlets Identifying Define Operational Procedures Procedures Outline Tasks and Responsibilities Outline Tasks and Responsibilities

© Prentice Hall, 2008 Business Communication Today, 9eChapter Recommendation Letters Requested by Businesses Requested Be Direct State Facts Requested by Individuals Requested Practice Diplomacy Practice Diplomacy Recognize Feelings Recognize Feelings

© Prentice Hall, 2008 Business Communication Today, 9eChapter Employment Applications Be Clear and Direct State the Reasons Suggest Alternatives

© Prentice Hall, 2008 Business Communication Today, 9eChapter Performance Reviews Job Requirements Feedback Action Plans

© Prentice Hall, 2008 Business Communication Today, 9eChapter Negative Performance Reviews Confront the problem Plan the message Respect privacy Stay focused Get a commitment

© Prentice Hall, 2008 Business Communication Today, 9eChapter Termination Letters Express the Decision Avoid Litigious Statements Minimize Negative Feelings