Copyright © 2017 Pearson Education, Inc Excellence in in Excellence Business Communication Communication Business Chapter Writing Negative Messages Copyright © 2017 Pearson Education, Inc Learning Objectives (1 of 3) Apply the three-step writing process to negative messages Explain how to use the direct approach effectively when conveying negative news Explain how to use the indirect approach effectively when conveying negative news Copyright © 2017 Pearson Education, Inc Chapter - Learning Objectives (2 of 3) Explain the importance of maintaining high standards of ethics and etiquette when delivering negative messages Describe successful strategies for sending negative messages on routine business matters Copyright © 2017 Pearson Education, Inc Chapter - Learning Objectives (3 of 3) List the important points to consider when conveying negative organizational news Describe successful strategies for sending negative employment-related messages Copyright © 2017 Pearson Education, Inc Chapter - Using the the Three-Step Three-Step Writing Writing Process Process for for Using Negative Messages Messages Negative (LO 1) Apply the three-step writing process to negative messages Copyright © 2017 Pearson Education, Inc Chapter - Step 1: Planning Negative Messages Planning Elements Consider Your Audience and Purpose Gather the Information You Need Choose the Right Media and Channel Choose the Best Approach Copyright © 2017 Pearson Education, Inc Chapter - Choosing the Approach Copyright © 2017 Pearson Education, Inc Chapter - Step 2: Writing Negative Messages Writing Elements Write with Clarity and Sensitivity Clarify Your Qualifications Observe Communication Etiquette Choose Positive, Productive Words Copyright © 2017 Pearson Education, Inc Chapter - Step 3: Completing Negative Messages Completing Elements Revise Your Content Produce Professional Documents Proofread Your Work Carefully Deliver Messages Promptly Copyright © 2017 Pearson Education, Inc Chapter - 10 Rejecting Suggestions and Proposals Unsolicited Proposals Internal External Solicited Proposals Copyright © 2017 Pearson Education, Inc Chapter - 25 Refusing Routine Requests Manage Your Time Carefully If The Matter’s Closed, Say So Offer Alternatives If Possible Don’t Imply Further Assistance Copyright © 2017 Pearson Education, Inc Chapter - 26 Handling Bad News About Transactions These Messages Have Three Goals: Modify the Customer’s Expectations Explain Your Plan of Action Repair the Business Relationship Copyright © 2017 Pearson Education, Inc Chapter - 27 Effective Negative Message Regarding a Transaction Copyright © 2017 Pearson Education, Inc Chapter - 28 Refusing Claims and Requests for Adjustments Employ These: Avoid These: • Positive Tone • Negative Tone • Understanding • Accusations • Explanations, Facts • Abusive Language • Appropriate Close • Anger or Malice Copyright © 2017 Pearson Education, Inc Chapter - 29 Sending Negative Negative Sending Organizational News News Organizational (LO 6) List the important points to consider when conveying negative organizational news Copyright © 2017 Pearson Education, Inc Chapter - 30 Guidelines for Negative Announcements (1 of 2) Match the Approach to the Situation Situation Consider the the Needs Needs of of Each Each Group Group Consider Minimize the the Element Element of of Surprise Surprise Minimize Plan and and Manage Manage a a Response Response Plan Copyright © 2017 Pearson Education, Inc Chapter - 31 Guidelines for Negative Announcements (2 of 2) Be Positive Positive But But Not Not Falsely Falsely Optimistic Optimistic Be Seek the the Advice Advice of of Experts Experts Seek Use Multiple Multiple Channels Channels to to Reach Reach Out Out Use Be Open Open and and Transparent Transparent Be Copyright © 2017 Pearson Education, Inc Chapter - 32 Sending Negative Negative Sending Employment Messages Messages Employment (LO 7) Describe successful strategies for sending negative employment-related messages Copyright © 2017 Pearson Education, Inc Chapter - 33 Refusing Requests for Recommendations Requested by Employers Requested by Employees Conciseness Diplomacy Directness Preparation Copyright © 2017 Pearson Education, Inc Chapter - 34 Refusing Social Networking Recommendation Requests Ignoring Three Basic Approaches Refraining Responding Copyright © 2017 Pearson Education, Inc Chapter - 35 Rejecting Job Applications • • • • • • Personalize the message Express your appreciation Remain courteous and polite Avoid offering explanations Don’t imply future consideration Close with a positive, courteous tone Copyright © 2017 Pearson Education, Inc Chapter - 36 Giving Negative Performance Reviews • • • • • Document performance problems Evaluate all employees consistently Maintain a calm, objective tone Focus on opportunities for improvement Keep job descriptions up to date Copyright © 2017 Pearson Education, Inc Chapter - 37 Terminating Employment Present Reasons Avoid Insults Don’t Discriminate Seek Advice Obey Policy & Law Deliver in Person Copyright © 2017 Pearson Education, Inc Chapter - 38 All rights reserved No part of this publication may be reproduced, stored in a retrieval system, or transmitted, in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, without the prior written permission of the publisher Printed in the United States of America Copyright © 2017 Pearson Education, Inc Chapter - 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Education, Inc Chapter - 20 Maintaining Ethics Ethics and and Etiquette Etiquette Maintaining (LO 4) Explain the importance of maintaining high standards of ethics and etiquette when delivering negative.. .Excellence in in Excellence Business Communication Communication Business Chapter Writing Negative Messages Copyright © 2017 Pearson Education, Inc Learning Objectives (1 of... Education, Inc Chapter - 22 Sending Negative Negative Messages Messages on on Routine Routine Sending Business Matters Matters Business (LO 5) Describe successful strategies for sending negative