Upload
gordon-gardner
View
259
Download
2
Tags:
Embed Size (px)
Citation preview
Chapter 11
Writing Negative Messages
Copyright © 2014 Pearson Education, Inc. publishing as Prentice Hall 1Chapter 11 -
Plan the Message
Purpose
Medium
Audience
Approach
Copyright © 2014 Pearson Education, Inc. publishing as Prentice Hall 2Chapter 11 -
Write the Message
Copyright © 2014 Pearson Education, Inc. publishing as Prentice Hall 3Chapter 11 -
•Clarity
•Sensitivity
•Credibility
•Etiquette
Complete the Message
Copyright © 2014 Pearson Education, Inc. publishing as Prentice Hall 4Chapter 11 -
•Revising
•Producing
•Proofreading
•Delivering
The Direct Approach for Negative Messages
Copyright © 2014 Pearson Education, Inc. publishing as Prentice Hall 5Chapter 11 -
State the Bad News
Copyright © 2014 Pearson Education, Inc. publishing as Prentice Hall 6Chapter 11 -
•Clarity•Tone•Reminder
Explain the Bad News
Copyright © 2014 Pearson Education, Inc. publishing as Prentice Hall 7Chapter 11 -
•Reasons•Information•Apology ??
Close the Message
Copyright © 2014 Pearson Education, Inc. publishing as Prentice Hall 8Chapter 11 -
•Respect•Options•Actions
The Indirect Approach for Negative Messages
Copyright © 2014 Pearson Education, Inc. publishing as Prentice Hall 9Chapter 11 -
The Indirect Approach
Copyright © 2014 Pearson Education, Inc. publishing as Prentice Hall 10Chapter 11 -
1 Open with a Buffer Statement
Close on a Respectful Note4
Provide Reasons and Information2
Deliver the Negative News3
Open with a Buffer
Copyright © 2014 Pearson Education, Inc. publishing as Prentice Hall 11Chapter 11 -
• Neutral, non-controversial
statement closely related to
the point of the message.
(Everyone would agree you
have been a valuable
employee in our department.)
• Respectful
• Relevant
• Neutral
Present the Reasons
Copyright © 2014 Pearson Education, Inc. publishing as Prentice Hall 12Chapter 11 -
Positive or Neutral
Progressively Negative
The Main Idea
Justified, Fair, and Logical
Reasons and Information
State the Bad News
►Deemphasize the News- minimize space and time devoted to bad news/embed in middle of paragraph.
►Use a Conditional StatementImply audience might someday receive a favorable response. (We may be able to rehire you once the economy improves)
►Emphasize Positive AspectsWhat you can do not what you cannot do
Copyright © 2014 Pearson Education, Inc. publishing as Prentice Hall 13Chapter 11 -
Close the Message
Copyright © 2014 Pearson Education, Inc. publishing as Prentice Hall 14Chapter 11 -
• Avoid Uncertainty – if decision is final don’t say “I hope you find the decision satisfactory.”
• Limit Correspondence - Limit future communications if don’t want to discuss further
• Express Optimism
• Be Sincere