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Copyright © 2010 Pearson Education International Chapter 9 - 1
Writing Negative Writing Negative MessagesMessages
Copyright © 2010 Pearson Education International Chapter 9 - 2
Learning ObjectivesLearning Objectives• Apply the three-step writing process to
negative messages• Compare and contrast the direct and indirect
approaches to negative messages, including when it’s appropriate to use each one
• Identify the risks of using the indirect approach and explain how to avoid problems
Copyright © 2010 Pearson Education International Chapter 9 - 3
Learning ObjectivesLearning Objectives• Explain the importance of maintaining high
standards of ethics and etiquette when delivering negative messages
• Explain the role of communication in crisis management
• List and discuss three guidelines for delivering negative news to job applicants
Copyright © 2010 Pearson Education International Chapter 9 - 4
Goals of Negative Goals of Negative MessagesMessages
• Convey the message• Ensure acceptance• Promote goodwill• Maintain a good corporate image• Minimize future correspondence
Copyright © 2010 Pearson Education International Chapter 9 - 5
The Three-Step ProcessThe Three-Step ProcessWriting CompletingPlanning
Analyze Situation
Gather Information
Select Medium
Get Organized
Revise
Produce Message
Proofread Message
Distribute Message
Adapt to the Audience
Composethe Message
Copyright © 2010 Pearson Education International Chapter 9 - 6
Choosing the ApproachChoosing the Approach
• Predicting the audience’s reaction• Knowing the audience’s preferences• Judging the importance of the news• Preserving working relationships• Getting the reader’s attention• Following organizational guidelines
Copyright © 2010 Pearson Education International Chapter 9 - 7
The Direct ApproachThe Direct Approach
• State the bad news• Give reasons• End with a positive close
Copyright © 2010 Pearson Education International Chapter 9 - 8
The Indirect ApproachThe Indirect Approach
• Begin with a buffer• Provide reasons and information• State the bad news• Close with confidence
Copyright © 2010 Pearson Education International Chapter 9 - 9
Open With a BufferOpen With a Buffer• Respectful• Relevant• Neutral• Transitional
Copyright © 2010 Pearson Education International Chapter 9 - 10
Reasons and InformationReasons and Information
• Explanation section– Guide readers’ responses– Provide sufficient details for support– Explain company policy
Copyright © 2010 Pearson Education International Chapter 9 - 11
Deliver the Bad NewsDeliver the Bad News
• De-emphasize the bad news• Use a conditional statement• Emphasize the positive
Copyright © 2010 Pearson Education International Chapter 9 - 12
Close on a Positive NoteClose on a Positive Note
• Avoid a negative, uncertain conclusion• Limit future correspondence• Be optimistic about the future• Be sincere
Copyright © 2010 Pearson Education International Chapter 9 - 13
Adapting to Your Adapting to Your AudienceAudience
• Cultural differences• Internal versus external
Copyright © 2010 Pearson Education International Chapter 9 - 14
Cultural DifferencesCultural Differences
• Proper tone• Organization• Cultural conventions
Copyright © 2010 Pearson Education International Chapter 9 - 15
The Type of AudienceThe Type of Audience
• Internal– Timeliness– Completeness
• External– Diversity– Confidentiality
Copyright © 2010 Pearson Education International Chapter 9 - 16
Maintain High StandardsMaintain High Standards
• Ethics and etiquette– Laws and regulations– Human impact– Emotional reactions
Copyright © 2010 Pearson Education International Chapter 9 - 17
Negative MessagesNegative Messages
• Routine business matters• Employment messages• Organizational news
Copyright © 2010 Pearson Education International Chapter 9 - 18
Routine Business Routine Business RequestsRequests
• Select the approach• Manage your time• Be polite but firm• Propose alternatives• Don’t imply compliance
Copyright © 2010 Pearson Education International Chapter 9 - 19
Status of TransactionsStatus of Transactions• Customer expectations– Have been set– Have not been set
• Communication goals–Modify expectations– Resolve the situation– Repair the relationship
Copyright © 2010 Pearson Education International Chapter 9 - 20
Claims and AdjustmentsClaims and Adjustments
• Things to employ– Courtesy and tact– Indirect approach– Understanding – Positive attitude
• Things to avoid– Accepting blame– Making accusations– Being negative– Defaming others
Copyright © 2010 Pearson Education International Chapter 9 - 21
Organizational NewsOrganizational News
• Normal circumstances• Crisis communication
Copyright © 2010 Pearson Education International Chapter 9 - 22
Normal CircumstancesNormal Circumstances
• Match the approach to the situation• Consider unique needs of each group• Give each audience time to react• Allow time to plan/manage response
Copyright © 2010 Pearson Education International Chapter 9 - 23
Normal CircumstancesNormal Circumstances
• Stay positive but avoid false optimism• Minimize the element of surprise• Seek expert advice when needed• Offer leadership and encouragement
Copyright © 2010 Pearson Education International Chapter 9 - 24
Crisis CommunicationCrisis Communication
• Crisis management plan– Operational procedures– Tasks and responsibilities
Copyright © 2010 Pearson Education International Chapter 9 - 25
Employment MessagesEmployment Messages
• Answering recommendation requests• Reviewing job applications• Reviewing performance• Terminations
Copyright © 2010 Pearson Education International Chapter 9 - 26
Recommendation LettersRecommendation Letters
• Requested by businesses– Conciseness– Directness
• Requested by individuals– Diplomacy– Preparation
Copyright © 2010 Pearson Education International Chapter 9 - 27
Employment ApplicationsEmployment Applications
• Choose an approach carefully• State why applicant was not selected• Close by suggesting alternatives
Copyright © 2010 Pearson Education International Chapter 9 - 28
Performance ReviewsPerformance Reviews
• Improve performance– Clarify job requirements– Give employees feedback– Develop a plan of action
Copyright © 2010 Pearson Education International Chapter 9 - 29
Negative ReviewsNegative Reviews
• Confront the problem• Plan the message• Respect privacy• Focus on the problem• Obtain commitment
Copyright © 2010 Pearson Education International Chapter 9 - 30
Terminating EmploymentTerminating Employment
• Present the reasons• Choose your words carefully• Minimize negative feelings