1. Chapter 8 Copyright © 2014 Pearson Education, Inc.Chapter 8 - 1 Writing Negative Messages

2. Learning Objectives 1.The Three-Step Writing Process 2.The direct and indirect approaches 3.Routine negative messages 4.Negative employment messages 5.Negative organizational news 6.Negative information in social media Copyright © 2014 Pearson Education, Inc.Chapter 8 - 2

3. Using the Three-Step Process for Negative Messages Copyright © 2014 Pearson Education, Inc.Chapter 8 - 3

4. Plan the Message Copyright © 2014 Pearson Education, Inc.Chapter 8 - 4 Purpose Medium Audience Approach

5. Choose the Approach Choose the Approach Copyright © 2014 Pearson Education, Inc.Chapter 8 - 5 Get the readers immediate attention? Audiences communication preferences? How important is the news to the reader? Will the bad news come as a shock?

6. Write the Message Copyright © 2014 Pearson Education, Inc.Chapter 8 - 6 Clarity Sensitivity Credibility Etiquette

7. Complete the Message Copyright © 2014 Pearson Education, Inc.Chapter 8 - 7 Revising Producing Proofreading Delivering

8. Summary of Discussion Copyright © 2014 Pearson Education, Inc.Chapter 8 - 8

9. Using the Direct Approach for Negative Messages Copyright © 2014 Pearson Education, Inc.Chapter 8 - 9

10. The Direct Approach Copyright © 2014 Pearson Education, Inc.Chapter 8 - 10 State the Negative NewsExplain the Negative NewsClose the Message

11. State the Bad News Copyright © 2014 Pearson Education, Inc.Chapter 8 - 11 DirectDirect ProfessionalProfessional

12. Explain the Bad News Copyright © 2014 Pearson Education, Inc.Chapter 8 - 12 ReasonsReasons InformationInformation

13. Close the Message Copyright © 2014 Pearson Education, Inc.Chapter 8 - 13 RespectfulRespectful PositivePositive

14. Summary of Discussion Copyright © 2014 Pearson Education, Inc.Chapter 8 - 14

15. Using the Indirect Approach for Negative Messages Copyright © 2014 Pearson Education, Inc.Chapter 8 - 15

16. Copyright © 2014 Pearson Education, Inc.Chapter 8 - 16 The Indirect Approach 1 Open With a Buffer Statement 2 Provide Reasons and Information 3 State the Bad News 4 Close on a Respectful Note

17. Copyright © 2014 Pearson Education, Inc.Chapter 8 - 17 Open with a Buffer Respectful Relevant Neutral

18. Copyright © 2014 Pearson Education, Inc.Chapter 8 - 18 Positive or Neutral Progressively Negative The Main Idea Reasons and Information

19. Copyright © 2014 Pearson Education, Inc.Chapter 8 - 19 State the Bad News Deemphasize the News Use a Conditional Statement Emphasize Positive Aspects

20. Copyright © 2014 Pearson Education, Inc.Chapter 8 - 20 Write a Positive Close Avoid Uncertainty Limit Correspondence Express Optimism Be Sincere

21. Summary of Discussion Copyright © 2014 Pearson Education, Inc.Chapter 8 - 21

22. Sending Negative Messages on Routine Business Matters Copyright © 2014 Pearson Education, Inc.Chapter 8 - 22

23. AnnouncementsAnnouncements Copyright © 2014 Pearson Education, Inc.Chapter 8 - 23 1 Open With a Buffer Statement 2 Provide Reasons and Information 3 Make the Announcement 4 Close the Message

24. Copyright © 2014 Pearson Education, Inc.Chapter 8 - 24 Workplace Proposals Internal External Solicited Unsolicited

25. Copyright © 2014 Pearson Education, Inc.Chapter 8 - 25 Manage your time carefully If the matter is closed, say so Offer alternatives, if possible Dont imply further assistance Routine Requests

26. Copyright © 2014 Pearson Education, Inc.Chapter 8 - 26 Status of Transactions Modify Expectations Explain Your Plan Mend the Relationship

27. Copyright © 2014 Pearson Education, Inc.Chapter 8 - 27 Claims or Adjustments Things to EmployThings to Avoid Emotional Response Abusive Language Anger or Malice Negative Tone Understanding Accurate Information Courtesy and Respect Positive Tone

28. Summary of Discussion Copyright © 2014 Pearson Education, Inc.Chapter 8 - 28

29. Sending Negative Employment Messages Copyright © 2014 Pearson Education, Inc.Chapter 8 - 29

30. Requested by Businesses Requested by Businesses Conciseness Directness Requested by Individuals Requested by Individuals Diplomacy Preparation Copyright © 2014 Pearson Education, Inc.Chapter 8 - 30 RecommendationsRecommendations

31. Copyright © 2014 Pearson Education, Inc.Chapter 8 - 31 Social Network Requests Ignoring Refraining Responding

32. Job Applications Personalize the message Express your appreciation Convey the negative news Avoid offering explanations Dont imply future consideration Close with a positive, courteous tone Copyright © 2014 Pearson Education, Inc.Chapter 8 - 32

33. Copyright © 2014 Pearson Education, Inc.Chapter 8 - 33 Performance Reviews Meeting Feedback Coaching

34. Copyright © 2014 Pearson Education, Inc.Chapter 8 - 34 Documentation Consistency Objectivity Job Description Improvement Negative Performance

35. Copyright © 2014 Pearson Education, Inc.Chapter 8 - 35 Terminating Employment Present Reasons Avoid Discrimination Follow Policies & Laws Avoid Personal Attacks Seek Advice Deliver in Person

36. Summary of Discussion Copyright © 2014 Pearson Education, Inc.Chapter 8 - 36

37. Sending Negative Organizational News Copyright © 2014 Pearson Education, Inc.Chapter 8 - 37

38. Copyright © 2014 Pearson Education, Inc.Chapter 8 - 38 Negative Announcements Match the Approach to the Situation Consider the Needs of Each Group Minimize the Element of Surprise Plan and Manage a Response

39. Copyright © 2014 Pearson Education, Inc.Chapter 8 - 39 Negative Announcements Avoid False Optimism Seek the Advice of Experts Use Multiple Media to Reach Out Be Open and Transparent

40. Summary of Discussion Copyright © 2014 Pearson Education, Inc.Chapter 8 - 40

41. Responding to Negative Information in Social Media Copyright © 2014 Pearson Education, Inc.Chapter 8 - 41

42. Copyright © 2014 Pearson Education, Inc.Chapter 8 - 42 Online Challenges Online RumorsOnline Rumors False InformationFalse Information Attack ReputationsAttack Reputations

43. Respond Effectively Copyright © 2014 Pearson Education, Inc.Chapter 8 - 43 Engaging Monitoring Evaluating Responding

44. Summary of Discussion Copyright © 2014 Pearson Education, Inc.Chapter 8 - 44

45. Copyright © 2014 Pearson Education, Inc.Chapter 8 - 45 Writing Negative Messages

46. Copyright © 2014 Pearson Education, Inc.Chapter 8 - 46