1. © Prentice Hall, 2007Business Communication Essentials, 3eChapter 8 - 1 Writing Negative Messages

2. © Prentice Hall, 2007Business Communication Essentials, 3eChapter 8 - 2 Goals of Negative Messages 1.Convey the message 2.Gain acceptance 3.Maintain goodwill 4.Promote a good corporate image 5.Minimize future correspondence

3. © Prentice Hall, 2007Business Communication Essentials, 3eChapter 8 - 3 Choosing the Best Approach Predicting the reader’s reaction Knowing the reader’s preferences Preserving working relationships Getting the reader’s attention Following organizational guidelines Controlling follow-up communication

4. © Prentice Hall, 2007Business Communication Essentials, 3eChapter 8 - 4 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

5. © Prentice Hall, 2007Business Communication Essentials, 3eChapter 8 - 5 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

6. © Prentice Hall, 2007Business Communication Essentials, 3eChapter 8 - 6 Begin With a Buffer Respectful Relevant Neutral Transitional

7. © Prentice Hall, 2007Business Communication Essentials, 3eChapter 8 - 7 Reasons and Information Guide the Readers ReadersProvide Sufficient Detail Provide Explain Company Policy Explain OfferExplanationsOfferExplanationsPresent the Reasons Present

8. © Prentice Hall, 2007Business Communication Essentials, 3eChapter 8 - 8 State the Bad News De-emphasize the Bad News Use a Conditional Statement Focus on the Positive Future Correspondence Corporate Image AcceptanceGoodwill

9. © Prentice Hall, 2007Business Communication Essentials, 3eChapter 8 - 9 Close on a Positive Note Remain Confident Limit Correspondence Minimize Problems Avoid clichés

10. © Prentice Hall, 2007Business Communication Essentials, 3eChapter 8 - 10 Negative Messages Routine Business Organizational News Employment Issues

11. © Prentice Hall, 2007Business Communication Essentials, 3eChapter 8 - 11 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

12. © Prentice Hall, 2007Business Communication Essentials, 3eChapter 8 - 12 Employment Applications Choose an Approach State the Reasons Propose Alternatives

13. © Prentice Hall, 2007Business Communication Essentials, 3eChapter 8 - 13 Performance Reviews Job Requirements Feedback Action Plans

14. © Prentice Hall, 2007Business Communication Essentials, 3eChapter 8 - 14 Negative Performance Reviews Confront the problem Plan the message Respect privacy Stay focused Get a commitment

15. © Prentice Hall, 2007Business Communication Essentials, 3eChapter 8 - 15 Present Specific Reasons Choose Words Carefully Minimize Negative Feelings TerminationLetters

16. © Prentice Hall, 2007Business Communication Essentials, 3eChapter 8 - 16 Key Writing Concepts Organization Active/passive language “You” orientation Reader benefit, alternative Respectful tone Formatting Spelling, grammar, punctuation, content Design & readability Closing with goodwill