negative_messages_conciese.docx

7/27/2019 Negative_Messages_conciese.docx

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Writing Negative MessagesThe Three-Step Process

PLANNING WRITING COMPLETING

Analyze Situation

Gather Information

Select Medium

Get Organized

Adapt to the Audience

Compose the Message

Revise

Produce

Proofread

DistributePlanning the Message Writing the Message

Completing the Message

Revising

Producing

Proofreading

Delivering

Use the You Attitude Build Credibility

Avoid Accusations Write Clearly

Protect Your Company Be Sensitive

PLANNING THE MESSAGE

Negative Messages

Convey the Message

Gain Acceptance

Maintain Goodwill

Build Corporate Image

Minimize Future Correspondence

Developing Negative Messages

Type of Approach

Cultural Variations

Ethical Standards

Choosing the Best Approach

Nature of the News

Audience

Preferences

Importance of the

News

Audience

Relationship

Need for Attention

Preferred Style

Follow-Up

Communication

The Direct Approach The Indirect Approach

Planning the

Message

Analyze the

Situation

Determine

Your Purpose

Gather

Information

Select a

Medium

Define Your

Main Idea

Profile the

Audience


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Step 1: Begin with a Buffer Step 2: Provide Reasons and Information

Things to Do Things to Avoid Guide Your Readers

Provide Support

Suggest Benefits

Minimize Policy

Show appreciation

Pay attention

Compliment reader

Be understanding Show sincerity

Saying no

A know-it-all tone

Wordy phrases

Apologies Lengthy buffers

Step 3: State the Bad News

Corporate

Image

De-emphasize the Bad News

Acceptance Use a Conditional Statement Goodwill

Focus on the Positive

Future

Correspondence

Step 4: Close on a Positive Note

Avoid negativity or uncertainty

Limit future correspondence

Be optimistic about the future

Be sincere and avoid clichs

Conclude with confidence

WRITING THE MESSAGE:

Bad News

Step 1

Reasons

Step 2

PositiveClose

Step 3

Buffer

Step 1

Reasons

Step 2

BadNews

Step 3

PositiveCloseStep 4

Substance of Substance of Message


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Adapting to Your Audience

1. Cultural Differences 2. Internal and External Audience

Proper Tone

Message Organization

Cultural Conventions

Internal External

Timeliness

Completeness

Diversity

Confidentiality

When composing the message: Maintain High Standards of Ethics and Etiquette

Laws and Regulations

Human Impact

Emotions

Claims and Adjustments

Things to Employ Things to Avoid

Courtesy and Respect

Indirect Approach

Understanding and Tact

Positive Attitude

Accepting Blame

Making Accusations

Being Negative

Defaming Others

TYPES OF NEGATIVE MESSAGES

1. ROUTINE MATTERS

Select the Approach

Manage Your Time

Be Polite but Firm

Propose Alternatives

Avoid Trite Closings

2. ORGANIZATIONAL NEWS

Negative Organizational News

Plan a Sequence of Announcements

Match the Approach to the Situation

Consider Unique Needs of Each Group

Give Each Group Time to Respond Plan for and Manage a Response

Stay Positive but Also Be Realistic

Minimize the Element of Surprise

Seek Expert Advise if youre Not Sure

Crisis Communication

Crisis Management Plan

Define Operational Procedures

Outline Tasks and Responsibilities Speaking for the Company

3. EMPLOYMENT ISSUES

Employment Applications

Be Clear and Direct

State the Reasons

Offer Alternatives

Performance Reviews

Job Requirements

Feedback

Action Plans

Negative Performance Reviews

Confront the problem

Plan the message

Respect privacy Stay focused


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Contacting Key Executives

Identifying Media Outlets

Recommendation Letters

Requested by Businesses Requested by

Individuals

Be Direct

State Facts

Practice Diplomacy

Recognize Feelings

Get a commitment

Termination Letters

Express the Decision

Avoid Litigious Statements

Minimize Negative Feelings

COMPLETING MESSAGE: PRODUCE MESSAGE

STATUS OF TRANSACTIONS

Have Been Set Customer Expectations Have Not Been Set

Consider Apology Avoid Apology

Communication Goals

Modify Expectations Solve the Problem Repair the Relationship

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