Excellence in business communication 12e by vthill and brovee chapter 09

Explain how to use the direct approach effectively when conveying negative news.. Explain how to use the indirect approach effectively when conveying negative news... Explain the importa

1. Apply the three-step writing process to negative messages.

2. Explain how to use the direct approach effectively when

conveying negative news

3. Explain how to use the indirect approach effectively when

conveying negative news

4. Explain the importance of maintaining high standards of

ethics and etiquette when delivering negative messages

5. Describe successful strategies for sending negative

messages on routine business matters

6. List the important points to consider when conveying

negative organizational news

7. Describe successful strategies for sending negative

employment-related messages

Using the Three-Step Writing Process for

Step 1: Planning Negative Messages

Consider Your Audience and Purpose

Gather the Information You Need

Choose the Right Media and Channel

Choose the Best Approach

Choosing the Approach

Step 2: Writing Negative Messages

Write with Clarity and Sensitivity

Clarify Your Qualifications

Observe Communication Etiquette

Choose Positive, Productive Words

Step 3: Completing Negative Messages

Revise Your Content

Produce Professional Documents

Proofread Your Work Carefully

Deliver Messages Promptly

Using the Direct Approach for Negative

Messages

Using the Direct Approach for Negative

Messages

(LO 2) Explain how to use the direct approach effectively when

conveying negative news

Opening with a Clear Statement of the

Bad News

Use the Introductory Paragraph

Avoid Being Overly Blunt

Transition into the News

State Why You’re Writing, If Needed

Providing Reasons and Additional

Information

Explain Why the News Is Negative

Consider the Nature of the News

Assess Your Relationship with Readers

Determine Whether to Apologize

Closing on a Respectful Note

Show Respect for the Recipient

Consider Alternative Solutions

Try to Include Positive Statements

Avoid Creating False Hopes

Using the Indirect Approach for Negative

Messages

Using the Indirect Approach for Negative

Messages

(LO 3) Explain how to use the indirect approach effectively when

conveying negative news

Opening with a Buffer

Neutral

Statement

• Express Your Appreciation

• Assure Your Reader

• Show That You Understand

• Introduce the Subject Matter

• Establish Common Ground

Types of Buffers

Providing Reasons and Additional

Information

Introduce Negative Points Gradually

Provide Concise, Sufficient Details

Don’t Hide Behind Company Policy

Continuing with a Clear Statement of

the Bad News

•Deemphasize the Bad News

•Use a Conditional Statement

•Stress What You Can Do or Have Done

Closing on a Respectful Note

Avoid an Uncertain Conclusion

Limit Future Correspondence

Express Optimism if Appropriate

Be Sincere and Avoid Clichés

Maintaining Ethics and Etiquette

(LO 4) Explain the importance of maintaining high standards of ethics and etiquette when delivering negative messages

Maintain High Standards of Ethics and

Etiquette

Adhere to Legal and Regulatory Requirements

Approach with Care and Sensitivity

Consider Audience’s Emotional State

Sending Negative Messages on Routine

Business Matters

Sending Negative Messages on Routine Business Matters

(LO 5) Describe successful strategies for sending negative

messages on routine business matters

Making Unexpected Negative Announcements

Open with a Buffer 1

Provide Reasons and Information 2

Deliver the Announcement 3

Close the Message Appropriately 4

Refusing Routine Requests

Manage Your Time Carefully

If The Matter’s Closed, Say So

Offer Alternatives If Possible

Don’t Imply Further Assistance

Handling Bad News About Transactions

These Messages Have Three Goals:

Modify the Customer’s Expectations

Explain Your Plan of Action

Repair the Business Relationship

Effective Negative Message Regarding a

Transaction

Refusing Claims and Requests for

Sending Negative

Organizational News

Sending Negative

Organizational News

(LO 6) List the important points to consider when conveying

negative organizational news

Guidelines for Negative Announcements (1 of 2)

Consider the Needs of Each Group Minimize the Element of Surprise Plan and Manage a Response

Guidelines for Negative Announcements (2 of 2)

Be Positive But Not Falsely Optimistic

Seek the Advice of Experts Use Multiple Channels to Reach Out

Be Open and Transparent

Refusing Requests for Recommendations

ConcisenessDirectness

DiplomacyPreparation

Refusing Social Networking Recommendation Requests

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

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

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