Writing Negative

Messages

Chapter 9 - 1
Goals of Negative Messages
1. Convey the message

2. Ensure acceptance

3. Promote goodwill

4. Maintain a good corporate image

5. Minimize future correspondence

Chapter 9 - 2
 The Three-Step Process

Planning Writing Completing

Analyze Situation Adapt to Revise

the Audience
Gather Information Produce

Select Medium Proofread

Compose
Get Organized the Message Distribute
Chapter 9 - 3
 Choosing the Approach

Audience
Audience Audience
Audience Importance
Importance
Reaction
Reaction Preferences
Preferences of
of the
the News
News

Working
Working Getting
Getting Organizational
Organizational
Relationships
Relationships Attention
Attention Preferences
Preferences

Chapter 9 - 4
The Direct Approach
Flow of the Message

Bad
Bad News
News Reasons
Reasons Positive
Positive Close
Close

Step
Step11 Step
Step22 Step
Step33

Substance of the Message

Chapter 9 - 5
The Indirect Approach
Flow of the Message

Buffer
Buffer Reasons
Reasons Bad
Bad Positive
Positive
News
News Close
Close

Step
Step11 Step
Step 22 Step
Step 33
Step 3 Step
Step44
Step 4

Substance of the Message

Chapter 9 - 6
Open With a Buffer

Respectful
Respectful Relevant
Relevant

Neutral
Neutral Transitional
Transitional

Chapter 9 - 7
Reasons and Information

Explanation Section

Readers’ Sufficient Company

Responses Details Policy

Chapter 9 - 8
 Deliver the Bad News

Clarity
Clarity Three
Three Techniques
Techniques Courtesy
Courtesy

De-Emphasize
De-Emphasizethe
the Bad
Bad News
News

Use
UseaaConditional
Conditional Statement
Statement

Focus
Focuson
onthe
thePositive
Positive

Chapter 9 - 9
 Close on a Positive Note
Look to the Future

Avoid
Avoid Negativity
Negativity
Limit
Limit Correspondence
Correspondence
Build Suggest
Goodwill Action
Remain
Remain Optimistic
Optimistic
Practice
Practice Sincerity
Sincerity

Chapter 9 - 10
Adapting to Your Audience

Cultural
Cultural
Differences
Differences

Internal Versus
Internal Versus
External Audiences
External Audiences

Chapter 9 - 11
Cultural Differences

Proper Tone
Proper Tone

Organization
Organization

Cultural Conventions
Cultural Conventions

Chapter 9 - 12
The Type of Audience

Internal External

Timeliness
Timeliness Diversity
Diversity

Completeness
Completeness Confidentiality
Confidentiality

Chapter 9 - 13
Maintain High Standards

Ethics
Ethics Etiquette
Etiquette

Laws
Laws and
and Regulations
Regulations

Human
Human Impact
Impact

Emotional
Emotional Reactions
Reactions
Chapter 9 - 14
Negative Messages

Routine Business

Employment Issues

Organizational News
Chapter 9 - 15
Routine Business Requests

Select the Manage

Approach Your Time

Be Polite Consider Do Not Imply

But Firm Alternatives Compliance

Chapter 9 - 16
 Status of Transactions

Have Have Not

Been Set Customer
Customer Expectations
Expectations Been Set

Consider Avoid
Apology
Communication Goals Apology

Modify
Modify Resolve
Resolve Repair
Repairthe
the
Expectations
Expectations the
the Situation
Situation Relationship
Relationship

Chapter 9 - 17
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

Chapter 9 - 18
Organizational News

Normal
Normal
Circumstances
Circumstances

Crisis
Crisis
Communication
Communication
Chapter 9 - 19
Normal Circumstances

Match
Match the
theApproach
Approach to
to the
the Situation
Situation

Consider
Consider Unique
Unique Needs
Needs of
of Each
Each Group
Group

Give
Give Each
EachAudience
Audience Time
Time to
to React
React

Allow
Allow for
for Planning
Planning and
and Managing
Managing aa Response
Response
Chapter 9 - 20
Normal Circumstances

Stay
Stay Positive
Positive but
butAvoid
Avoid False
False Optimism
Optimism

Minimize
Minimize the
the Element
Element of
of Surprise
Surprise

Seek
Seek Expert
ExpertAdvice
Advice When
When You’re
You’re Not
Not Sure
Sure

Offer
Offer Leadership
Leadership and
and Encouragement
Encouragement
Chapter 9 - 21
Crisis Communication
Crisis
Crisis Management
Management Plan
Plan

Operational
Operational Tasks
Tasksand
and
Procedures
Procedures Responsibilities
Responsibilities

Speaking
Speakingfor
for Contacting
Contacting Identifying
Identifying
the
theCompany
Company Key
KeyExecutives
Executives Media
MediaOutlets
Outlets
Chapter 9 - 22
Employment Messages

Recommendations

Job Applications

Performance Reviews

Terminations
Chapter 9 - 23
Recommendation Letters
Requested
Requested Requested
Requested
by
by Businesses
Businesses by
by Individuals
Individuals

Conciseness
Conciseness Diplomacy
Diplomacy

Directness
Directness Preparation
Preparation

Chapter 9 - 24
Employment Applications

Choose Approach

State Reasons

Offer Alternatives
Chapter 9 - 25
 Performance Reviews
Organizational Organizational
Standards Improve
Improve Performance
Performance Values

Clarify Job Requirements

Provide Feedback

Unbiased and Guide Improvements Problem

Objective Resolution

Chapter 9 - 26
Confront Problems Negative
Reviews
Plan the Message

Respect Privacy

Stay Focused

Gain Commitment
Chapter 9 - 27
Terminating Employment

Present the Reasons

Avoid Litigious Wording

Minimize Negativity
Chapter 9 - 28
Writing Negative
Messages

Chapter 9 - 29