1. 8-1 Chapter 8 Writing Negative Messages

2. 8-2 After studying this chapter, you will be able to: Apply the three-step writing process to negative messages Explain how to use the direct approach effectively when conveying negative news Explain how to use the indirect approach effectively when conveying negative news and explain how to avoid ethical problems when using this approach Describe successful strategies for sending negative messages on routine business matters Describe successful strategies for sending negative employment-related messages Describe an effective strategy for responding to negative information in a social media environment Learning Objectives

3. 8-3 Planning Negative Message Writing Negative Message Completing Negative Message

4. 8-4 Using the Three-Step Writing Process for Negative Messages FIVE GOALS Convey bad news Gain acceptance for it Maintain goodwill with audience Maintain good image for organization Reduce/eliminate need for future correspondence (if appropriate) Sending Negative Messages on Routine Business Matters

5. 8-5 Using the Direct Approach for Negative Messages Opening with a Clear Statement of the Bad News

6. 8-6 Providing Reasons and Additional Information Closing on a Respectful Note

7. 8-7 Using the Indirect Approach for Negative Messages Open with a buffer Provide reasons/additional information Continue with clear statement of bad news Close on a respectful note

8. 8-8 Opening with a Buffer Neutral, non-controversial statement closely related to point – but that doesn’t convey the bad news Good buffer: Needs to be sincere and relevant Can express appreciation Establish common ground Bad buffer: Might trivialize the reader’s concerns Divert attention with insincere flattery Mislead reader to thinking message has good news

9. 8-9 Providing Reasons and Additional Information Continuing with a Clear Statement of the Bad News

10. 8-10 Closing on a Respectful Note GUIDELINES Avoid an uncertain conclusion Manage future correspondence Express optimism, if appropriate Be sincere

11. 8-11 Making Negative Announcements on Routine Business Matters Open with a buffer Advance your reasoning Announce the change Close with positive information and/or sentiment

12. 8-12 Rejecting Suggestions and Proposals For a proposal from someone with whom you work, your response needs to be more thoughtful and complete.

13. 8-13 Refusing Routine Requests Direct Approach or Indirect Approach?

14. 8-14 Handling Bad News About Transactions

15. 8-15 Refusing Claims and Requests for Adjustment Avoid accepting responsibility for the unfortunate situation and also avoid blaming or accusing the customer

16. 8-16 Sending Negative Employment Messages Choose your medium carefully E-mail lets you control the message and avoid personal confrontation One-on-one conversations are more sensitive and give both sides the opportunity to ask questions

17. 8-17 Refusing Social Networking Recommendation Requests Endorsements become part of your online profile Your recommendations become part of your personal brand You may get more requests for endorsements – and maybe from people you don’t know well You can ignore or delete requests from people you don’t know You can refrain from making any endorsements – let people know it is your policy

18. 8-18 Rejecting Job Applicants Avoid sharing any detailed explanations for the company’s decision Avoid making or implying any promises of future consideration

19. 8-19 Terminating Employment Present reasons clearly Avoid reasons that can be considered unfair or discriminatory Follow company policy, contractual requirements and applicable laws Avoid personal attacks of any kind Ask another manager to review the letter before sending it – they might spot troublesome wording or faulty reasoning Deliver the termination letter in person if possible

20. 8-20 Responding to Negative Information in a Social Media Environment Engage early, engage often Monitor the conversation Evaluate negative messages Respond appropriately

21. 8-21 Learning Objectives: Check Your Progress Apply the three-step writing process to negative messages Explain how to use the direct approach effectively when conveying negative news Explain how to use the indirect approach effectively when conveying negative news and explain how to avoid ethical problems when using this approach Describe successful strategies for sending negative messages on routine business matters Describe successful strategies for sending negative employment-related messages Describe an effective strategy for responding to negative information in a social media environment