Negative Messages: Chapter 11

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

3. Key points • 2 Goals • 3x3 writing process • Reasoning • Strategy • Sandwich effect

4. Key points • 4 receivers • Legal problems • Communication patterns • Apologies • 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 • Analysis, anticipation and adaptation (pre-writing) • Research, organization and composition (writing) • Revision, proofreading and evaluation (revising)

11. Avoiding legal problems • Abusive language (profanity) • Careless language (statements shouldn’t be misinterpreted or damaging) • 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 can’t 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/

17. References • GUFFEY, M.E. (2010) Business Communication: Process and Product (3rd Ed). Toronto, Ontario • Images: • What is a negative message?: http://www.ereleases.com/prfuel/wp-content/uploads/2010/05/bad-news.jpg • Key Points: http://www.lestraceursdetout.com/wp-content/uploads/2011/07/Services-business.jpg • 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.jpg

18. References • Indirect pattern: http://usafamilymedicine.files.wordpress.com/2008/08/att21.jpg?w=450&h=338 • Direct pattern: http://hrpeople.monster.com/nfs/hrpeople/attachment_images/0000/0013/badnews_crop380w.jpg?1212551967 • 3x3 writing process: http://hrpeople.monster.com/nfs/hrpeople/attachment_images/0000/0013/badnews_crop380w.jpg?1212551967 • Conclusion: http://img.ehowcdn.com/article-page-main/ehow/images/a02/61/n4/deliver-bad-news-business-setting-800x800.jpg • Link to our website: http://www.visualcomgroup.com/fingerpoint.jpg

19. Zenome • Zenome.com > Business + Work > Business Communication: Process and Products > 11 • Descritption: the zenome subcategory will help you gather the most relevant information on “How to deliver Negative Messages”.