Business communication building critical skill 3rd by locker module 11

Module 11 Negative Messages ©2007, The McGraw-Hill Companies, All Rights Reserved... Negative Messages♦ To learn how to  Give bad news while retaining goodwill.. Negative Messages♦ To

Module 11

Negative Messages

©2007, The McGraw-Hill Companies, All Rights Reserved.

Negative Messages

♦ To learn how to

 Give bad news while retaining

goodwill.

 Continue to write effective subject

lines.

 Organize negative messages.

 Write buffers.

Negative Messages

♦ To learn how to

 Write common kinds of negative

messages.

 Continue to analyze business

communication situations.

Negative Messages

Start by answering these questions:

 What’s the best subject line for a

negative message?

 How should I organize negative

messages?

 When should I consider using a

buffer?

Negative Messages

Start by answering these questions:

 What are the most common kinds of

negative messages?

 How can PAIBOC help me write

negative messages?

Negative Messages Include

customers

Purposes of Negative Messages

 To give the reader bad news.

 To have the reader read,

understand, and accept the

message.

 To maintain as much goodwill as

possible.

Purposes of Negative Messages

continued

Purposes of Negative Messages

continued

 To build a good image of the writer.

 To build a good image of the writer’s

organization.

 To reduce or eliminate future

correspondence on the same subject.

For Bad News to Customers

before the refusal itself when

readers will understand and

accept the reason

clearly

For Bad News to Customers

continued

For Bad News to Customers

continued

alternative or

compromise, if one

is available

positive,

forward-looking statement

get what’s wanted

about the reader

psychological freedom

note

For Bad News to Superiors

for fixing it

solution and ask for

action

For Bad News to Subordinates

input or action

or compromise, if one

is available

Reaction

good relationship?

well?

possible negatives?

Reaction continued

Reaction continued

criteria for the decision?

negative build goodwill?

Types of Buffers

elements the letter contains.

of events.

or she has done

Messages

Performance Appraisals