1. Negative Messages: Chapter 11

2. What is a negative message? In the business world, delivery and calculation errors, product malfunctions, or refusal of routine requests and job applications are inevitable. Negative messages. In Wikipedia. Retrieved from http://en.wikipedia.org/wiki/Negative_Messages http://en.wikipedia.org/wiki/Negative_Messages

3. Key points 1. 2 Goals 2. 3x3 writing process 3. Reasoning 4. Strategy 5. Sandwich effect

4. Key points 6. 4 receivers 7. Legal problems 8. Communication patterns 9. Apologies 10. Honesty

5. Strategies To downgrade and/or avoid disappointment: provide the cause and explanation of the rejection reveal the news sensitively demonstrate that the matter was treated seriously push them to believe the decision was fair

6. Strategies Primary goals: Make the reader understand the bad news Have the reader accept the bad news Maintain a positive image of yourself and the organization

7. Strategies Secondary goals: Reduce bad feelings Convey fairness Avoid future correspondence Avoid creating legal liability or responsibility for yourself or the organization

8. Indirect pattern When explanations are given first the impact of the bad news is softened.

9. Direct pattern It may be more effective when: The receiver overlooks bad news Organization policy requires directness The receiver prefers directness Firmness is necessary Bad news is not damaging. o

10. 3x3 writing process 1. Analysis, anticipation and adaptation (pre-writing) 2. Research, organization and composition (writing) 3. Revision, proofreading and evaluation (revising)

11. Avoiding legal problems 1. Abusive language (profanity) 2. Careless language (statements shouldnt be misinterpreted or damaging) 3. The Good-Guy syndrome (Avoid statements that make you feel good but may be inaccurate)

12. Delivering bad news sensitively Buffer the message by converting the negative object into: An appreciation or a compliment An agreement or an understanding Facts Apology

13. Delivering bad news sensitively Start by presenting the causes. Explain clearly Show that someone else will benefit from the decision Explain company policy Use optimistic and positive words Treat the matter with seriousness and respect

14. Presenting the bad news Disappointment cant be prevented whereas shock reduction is possible position the bad news strategically use of a passive voice focus on the positive implying the refusal suggest an alternative

15. Conclusion Finish with a pleasant conclusion Forward look (anticipate future relations) Alternative Good wishes Freebies (send gifts etc) Sales promotion

16. Link to our website http://negativemessages.wordpress.com / http://negativemessages.wordpress.com

17. References 1. GUFFEY, M.E. (2010) Business Communication: Process and Product (3rd Ed). Toronto, Ontario 2. Images: i) What is a negative message?: http://www.ereleases.com/prfuel/wp- content/uploads/2010/05/bad-news.jpg http://www.ereleases.com/prfuel/wp- content/uploads/2010/05/bad-news.jpg ii) Key Points: http://www.lestraceursdetout.com/wp- content/uploads/2011/07/Services-business.jpghttp://www.lestraceursdetout.com/wp- content/uploads/2011/07/Services-business.jpg iii) Strategies: http://img.ehowcdn.co.uk/article-page- main/ehow/images/a07/qm/dq/write-bad-news-letter-clients- 800x800.jpg and http://smallbiztrends.com/wp- content/uploads/2011/01/iStock_000004996421XSmall.jpghttp://img.ehowcdn.co.uk/article-page- main/ehow/images/a07/qm/dq/write-bad-news-letter-clients- 800x800.jpghttp://smallbiztrends.com/wp- content/uploads/2011/01/iStock_000004996421XSmall.jpg

18. References iv. Indirect pattern: http://usafamilymedicine.files.wordpress.com/2008/08/att21.jpg? w=450&h=338 http://usafamilymedicine.files.wordpress.com/2008/08/att21.jpg? w=450&h=338 v. Direct pattern: http://hrpeople.monster.com/nfs/hrpeople/attachment_images/00 00/0013/badnews_crop380w.jpg?1212551967 http://hrpeople.monster.com/nfs/hrpeople/attachment_images/00 00/0013/badnews_crop380w.jpg?1212551967 vi. 3x3 writing process: http://hrpeople.monster.com/nfs/hrpeople/attachment_images/00 00/0013/badnews_crop380w.jpg?1212551967 http://hrpeople.monster.com/nfs/hrpeople/attachment_images/00 00/0013/badnews_crop380w.jpg?1212551967 vii. Conclusion: http://img.ehowcdn.com/article-page- main/ehow/images/a02/61/n4/deliver-bad-news-business- setting-800x800.jpghttp://img.ehowcdn.com/article-page- main/ehow/images/a02/61/n4/deliver-bad-news-business- setting-800x800.jpg viii. Link to our website: http://www.visualcomgroup.com/fingerpoint.jpg http://www.visualcomgroup.com/fingerpoint.jpg

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