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Writing Negative Messages - PowerPoint PPT Presentation

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Writing Negative Messages

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Presentation Transcript

  1. Writing Negative Messages

  2. Goals of Negative Messages • Convey the message • Ensure acceptance • Promote goodwill • Maintain a good corporate image • Minimize future correspondence

  3. 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

  4. Choosing the Approach Audience Reaction Audience Preferences Importance of the News Working Relationships Getting Attention Organizational Guidelines

  5. The Direct Approach Flow of the Message Bad News Step 1 Reasons Step 2 Positive Close Step 3 Substance of the Message

  6. 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

  7. Open with a Buffer Respectful Relevant Neutral Transitional

  8. Reasons and Information Explanation Section Guide Readers’ Responses Provide Enough Details Explain Company Policy

  9. De-Emphasize the Bad News Use a Conditional Statement Focus on the Positive Deliver the Bad News Three Techniques Clarity Courtesy

  10. Remain Confident Limit Correspondence Minimize Problems Avoid Clichés Close on a Positive Note Look to the Future Build Goodwill Suggest Action

  11. Routine Business Employment Issues Organizational News Types of Negative Messages

  12. Routine Business Requests • Select the approach • Manage your time • Be polite but firm • Consider alternatives • Don’t imply compliance

  13. Consider Apology Avoid Apology Communication Goals Modify Expectations Resolve the Situation Repair the Relationship Status of Transactions Customer Expectations Have Been Set Have Not Been Set

  14. 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

  15. Recommendations Job Applications Performance Reviews Employment Messages

  16. Conciseness Diplomacy Directness Preparation Recommendation Letters Requested by Businesses Requested by Individuals

  17. Choose Approach State Reasons Offer Alternatives Employment Applications

  18. Improve Performance Clarify Job Requirements Provide Feedback Guide Improvements Performance Reviews Organizational Standards Organizational Values Unbiased and Objective Problem Resolution

  19. Negative Performance • Confront the problem • Plan the message • Respect privacy • Stay focused • Get a commitment

  20. Present the Reasons Avoid Litigious Wording Minimize Negativity Terminating Employment

  21. Products Services Operations Organizational News

  22. Negative Announcements Analyze the Situation Consider Each Group Minimize Surprises Plan Your Response Avoid False Optimism Seek Expert Advice

  23. Blogs Monitor Online Sources Set Up Special Websites Complaint Sites Advocacy Sites Social Networks Challenges of Social Media