Writing Negative

Messages

Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 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

Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 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
Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 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 Guidelines
Guidelines

Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 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

Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 5

The Indirect Approach
Flow of the Message

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

Step
Step11 Step
Step22 Step
Step 33
Step 3 Step
Step44
Step 4

Substance of the Message

Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 6

 Open with a Buffer

Respectful
Respectful Relevant
Relevant

Neutral
Neutral Transitional
Transitional

Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 7

Reasons and Information

Explanation
Explanation Section
Section

Guide
GuideReaders’
Readers’ Provide
Provide Explain
Explain
Responses
Responses Enough
EnoughDetails
Details Company
CompanyPolicy
Policy

Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 8

 Deliver the Bad News

Clarity
Clarity Three
Three Techniques
Techniques Courtesy
Courtesy

De-Emphasize
De-Emphasizethe
theBad
BadNews
News

Use
UseaaConditional
Conditional Statement
Statement

Focus
Focuson
onthe
thePositive
Positive

Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 9

 Close on a Positive Note
Look to the Future

Remain
Remain Confident
Confident
Limit
Limit Correspondence
Correspondence
Build Suggest
Goodwill Action
Minimize
Minimize Problems
Problems
Avoid
Avoid Clichés
Clichés

Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 10

Types of Negative Messages

Routine Business

Employment Issues

Organizational News

Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 11

Routine Business Requests

• Select the approach

• Manage your time

• Be polite but firm

• Consider alternatives

• Don’t imply compliance

Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 12
 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
theSituation
Situation Relationship
Relationship

Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 13

 Claims and Adjustments
Things to Employ Things to Avoid

Courtesy and Tact

Indirect Approach Accusing the customer

Understanding Being Negative

Positive Attitude Defaming Others

Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 14
 Employment Messages

Recommendations

Job Applications

Performance Reviews
Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 15
Employment Applications

Choose Approach

State Reasons

Offer Alternatives
Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 17
 Performance Reviews
Organizational Organizational
Standards Improve
Improve Performance
Performance Values

Clarify Job Requirements

Provide Feedback

Unbiased and Guide Improvements Problem

Objective Resolution

Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 18

 Negative Performance

 Confront the problem

 Plan the message

 Respect privacy

 Stay focused

 Get a commitment
Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 19
Terminating Employment

Present the Reasons

Avoid Litigious Wording

Minimize Negativity

Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 20

 Organizational News

Products
Products

Services
Services

Operations
Operations
Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 21
 Negative Announcements

Analyze
Analyze the
the Situation
Situation Consider
Consider Each
Each Group
Group

Minimize
Minimize Surprises
Surprises Plan
Plan Your
Your Response
Response

Avoid
Avoid False
False Optimism
Optimism Seek
Seek Expert
Expert Advice
Advice

Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 22

Challenges of Social Media
Blogs

Complaint Sites
Advocacy Sites

Monitor
Monitor Online
Online Set
Set Up
Up Special
Special
Sources
Sources Websites
Websites

Social Networks
Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 23
As the Senior HR Executive at XYZ
Solutions, Sector 17, Chandigarh
write a letter to terminate the
services of an employee (Junior
graphic designer) as part of the
lay-offs due to the economic
slowdown. (100 words)
Submission deadline.
11/13th March.

Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall Chapter 8 - 24