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Writing Negative Messages. Goals of Negative Messages. Convey the message Ensure acceptance Promote goodwill Maintain a good corporate image Minimize future correspondence. Planning. Writing. Completing. Analyze Situation. Adapt to the Audience. Revise. Gather Information. Produce.

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Presentation Transcript
goals of negative messages
Goals of Negative Messages
  • Convey the message
  • Ensure acceptance
  • Promote goodwill
  • Maintain a good corporate image
  • Minimize future correspondence
the three step process

Planning

Writing

Completing

Analyze Situation

Adapt to

the Audience

Revise

Gather Information

Produce

Compose

the Message

Select Medium

Proofread

Get Organized

Distribute

The Three-Step Process
choosing the approach

Audience

Reaction

Audience

Preferences

Importance

of the News

Working

Relationships

Getting

Attention

Organizational

Preferences

Choosing the Approach
the direct approach

Flow of the Message

Bad News

Step 1

Reasons

Step 2

Positive Close

Step 3

Substance of the Message

The Direct Approach
the indirect approach

Flow of the Message

Buffer

Step 1

Reasons

Step 2

Bad

News

Step 3

Bad

News

Step 3

Positive

Close

Step 4

Positive

Close

Step 4

Substance of the Message

The Indirect Approach
open with a buffer
Open With a Buffer

Respectful

Relevant

Neutral

Transitional

reasons and information

Explanation Section

Readers’

Responses

Sufficient

Details

Company

Policy

Reasons and Information
deliver the bad news

Three Techniques

Clarity

Courtesy

De-Emphasize the Bad News

Use a Conditional Statement

Focus on the Positive

Deliver the Bad News
close on a positive note

Look to the Future

Avoid Negativity

Limit Correspondence

Build

Goodwill

Suggest

Action

Remain Optimistic

Practice Sincerity

Close on a Positive Note
adapting to your audience

Cultural

Differences

Internal Versus

External Audiences

Adapting to Your Audience
cultural differences

Proper Tone

Organization

Cultural Conventions

Cultural Differences
the type of audience

Timeliness

Diversity

Completeness

Confidentiality

The Type of Audience

Internal

External

maintain high standards

Ethics

Etiquette

Laws and Regulations

Human Impact

Emotional Reactions

Maintain High Standards
negative messages

Routine Business

Employment Issues

Organizational News

Negative Messages
routine business requests

Select the

Approach

Manage

Your Time

Be Polite

But Firm

Consider

Alternatives

Do Not Imply

Compliance

Routine Business Requests
status of transactions

Customer Expectations

Have

Been Set

Have Not

Been Set

Consider

Apology

Avoid

Apology

Communication Goals

Modify

Expectations

Resolve

the Situation

Repair the

Relationship

Status of Transactions
claims and adjustments
Claims and Adjustments

Things to Employ

Things to Avoid

Courtesy and Tact

Accepting Blame

Indirect Approach

Making Accusations

Understanding

Being Negative

Positive Attitude

Defaming Others

organizational news

Normal

Circumstances

Crisis

Communication

Organizational News
normal circumstances

Match the Approach to the Situation

Consider Unique Needs of Each Group

Give Each Audience Time to React

Allow for Planning and Managing a Response

Normal Circumstances
normal circumstances1

Stay Positive but Avoid False Optimism

Minimize the Element of Surprise

Seek Expert Advice When You’re Not Sure

Offer Leadership and Encouragement

Normal Circumstances
crisis communication

Crisis Management Plan

Operational

Procedures

Tasks and

Responsibilities

Speaking for

the Company

Contacting

Key Executives

Identifying

Media Outlets

Crisis Communication
employment messages

Recommendations

Job Applications

Performance Reviews

Terminations

Employment Messages
recommendation letters

Requested

by Businesses

Requested

by Individuals

Conciseness

Diplomacy

Directness

Preparation

Recommendation Letters
employment applications

Choose Approach

State Reasons

Offer Alternatives

Employment Applications
performance reviews

Organizational

Standards

Improve Performance

Organizational

Values

Clarify Job Requirements

Provide Feedback

Guide Improvements

Unbiased and

Objective

Problem

Resolution

Performance Reviews
slide27

Confront Problems

Negative

Reviews

Plan the Message

Respect Privacy

Stay Focused

Gain Commitment

terminating employment

Present the Reasons

Avoid Litigious Wording

Minimize Negativity

Terminating Employment
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