1. © Prentice Hall, 2008 Business Communication Today, 9eChapter 9 - 1 Writing Negative Messages

2. © Prentice Hall, 2008 Business Communication Today, 9eChapter 9 - 2 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

3. © Prentice Hall, 2008 Business Communication Today, 9eChapter 9 - 3 NegativeMessages Convey the Message Gain Acceptance Maintain Goodwill Build Corporate Image Minimize Future Correspondence

4. © Prentice Hall, 2008 Business Communication Today, 9eChapter 9 - 4 Planning the Message GatherInformation Select a Medium Define Your Main Idea Analyze the SituationDetermine Your Purpose Profile the Audience

5. © Prentice Hall, 2008 Business Communication Today, 9eChapter 9 - 5 Writing the Message Use the “You” Attitude Build Credibility Protect Your Company Avoid Accusations Write Clearly Be Sensitive

6. © Prentice Hall, 2008 Business Communication Today, 9eChapter 9 - 6 Completing the Message Revising Producing Proofreading Delivering

7. © Prentice Hall, 2008 Business Communication Today, 9eChapter 9 - 7 Developing Negative Messages Type of Approach Cultural Variations Ethical Standards

8. © Prentice Hall, 2008 Business Communication Today, 9eChapter 9 - 8 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

9. © Prentice Hall, 2008 Business Communication Today, 9eChapter 9 - 9 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

10. © Prentice Hall, 2008 Business Communication Today, 9eChapter 9 - 10 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

11. © Prentice Hall, 2008 Business Communication Today, 9eChapter 9 - 11 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

12. © Prentice Hall, 2008 Business Communication Today, 9eChapter 9 - 12 Provide Reasons and Information Guide Your Readers Provide Support Suggest Benefits Minimize Policy

13. © Prentice Hall, 2008 Business Communication Today, 9eChapter 9 - 13 State the Bad News De-emphasize the Bad News Use a Conditional Statement Focus on the Positive Future Correspondence Corporate Image AcceptanceGoodwill

14. © Prentice Hall, 2008 Business Communication Today, 9eChapter 9 - 14 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

15. © Prentice Hall, 2008 Business Communication Today, 9eChapter 9 - 15 Adapting to Your Audience CulturalDifferencesCulturalDifferences Internal and External Audience Internal and External Audience

16. © Prentice Hall, 2008 Business Communication Today, 9eChapter 9 - 16 Proper Tone Cultural Conventions Message Organization Cultural Differences Communication Diversity

17. © Prentice Hall, 2008 Business Communication Today, 9eChapter 9 - 17 The Type of Audience Internal Timeliness Completeness External Diversity Confidentiality

18. © Prentice Hall, 2008 Business Communication Today, 9eChapter 9 - 18 Maintain High Standards of Ethics and Etiquette Laws and Regulations Human Impact EmotionsEmotions

19. © Prentice Hall, 2008 Business Communication Today, 9eChapter 9 - 19 Types of Negative Messages Routine Matters Organizational News Employment Issues

20. © Prentice Hall, 2008 Business Communication Today, 9eChapter 9 - 20 Routine Matters Be Polite But Firm Be Polite But Firm ProposeAlternativesProposeAlternatives Avoid Trite Closings Closings Select the Approach ApproachManage Your Time Manage

21. © Prentice Hall, 2008 Business Communication Today, 9eChapter 9 - 21 Status of Transactions CustomerExpectationsCustomerExpectations ModifyExpectationsModifyExpectationsSolve the Problem Solve Repair the Relationship Repair Have Been Set Have Not Been Set Communication Goals ConsiderApologyAvoidApology

22. © Prentice Hall, 2008 Business Communication Today, 9eChapter 9 - 22 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

23. © Prentice Hall, 2008 Business Communication Today, 9eChapter 9 - 23 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

24. © Prentice Hall, 2008 Business Communication Today, 9eChapter 9 - 24 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

25. © Prentice Hall, 2008 Business Communication Today, 9eChapter 9 - 25 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

26. © Prentice Hall, 2008 Business Communication Today, 9eChapter 9 - 26 Recommendation Letters Requested by Businesses Requested Be Direct State Facts Requested by Individuals Requested Practice Diplomacy Practice Diplomacy Recognize Feelings Recognize Feelings

27. © Prentice Hall, 2008 Business Communication Today, 9eChapter 9 - 27 Employment Applications Be Clear and Direct State the Reasons Suggest Alternatives

28. © Prentice Hall, 2008 Business Communication Today, 9eChapter 9 - 28 Performance Reviews Job Requirements Feedback Action Plans

29. © Prentice Hall, 2008 Business Communication Today, 9eChapter 9 - 29 Negative Performance Reviews Confront the problem Plan the message Respect privacy Stay focused Get a commitment

30. © Prentice Hall, 2008 Business Communication Today, 9eChapter 9 - 30 Termination Letters Express the Decision Avoid Litigious Statements Minimize Negative Feelings