Writing Negative Messages

The Three-Step Process PLANNING Analyze Situation Gather Information Select Medium Get Organized Planning the Message
Planning the Message Analyze the Situation Gather Information Determine Your Purpose Select a Medium Profile the Audience Define Your

WRITING Adapt to the Audience Compose the Message Writing the Message

COMPLETING Revise Produce Proofread Distribute Completing the Message

Use the You Attitude

Build Credibility

Avoid Accusations

Write Clearly

Main Idea

Revising Producing Proofreading Delivering

Protect Your Company

Be Sensitive

PLANNING THE MESSAGE Negative Messages Convey the Message Gain Acceptance Maintain Goodwill Build Corporate Image Minimize Future Correspondence The Direct Approach Developing Negative Messages Type of Approach Cultural Variations Ethical Standards Choosing the Best Approach Nature of the News Audience Audience Relationship Preferences Need for Attention Importance of the Preferred Style News Follow-Up Communication

The Indirect Approach

Flow of Message Bad News Step 1 Reasons Step 2 Substance of Message Step 1: Begin with a Buffer Things to Do Show appreciation Pay attention Compliment reader Be understanding Show sincerity Positive Close Step 3 Buffer Step 1

Flow of Message Reasons Step 2 Bad News Step 3 Positive Close Step 4

Substance of Message

Step 2: Provide Reasons and Information Things to Avoid Saying no A know-it-all tone Wordy phrases Apologies Lengthy buffers Guide Your Readers Provide Support Suggest Benefits Minimize Policy

Step 3: State the Bad News Corporate Image

De-emphasize the Bad News Acceptance Use a Conditional Statement Goodwill Focus on the Positive

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

Future Correspondence WRITING THE MESSAGE:

Adapting to Your Audience 1. Cultural Differences Proper Tone Message Organization Cultural Conventions 2. Internal and External Audience Internal External Timeliness Diversity Completeness Confidentiality

When composing the message: Maintain High Standards of Ethics and Etiquette Claims and Adjustments Things to Employ Courtesy and Respect Indirect Approach Understanding and Tact Positive Attitude 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 Things to Avoid Accepting Blame Making Accusations Being Negative Defaming Others Laws and Regulations Human Impact Emotions

Contacting Key Executives Identifying Media Outlets

Get a commitment

Recommendation Letters Requested by Businesses Be Direct State Facts COMPLETING MESSAGE: PRODUCE MESSAGE

Requested by Individuals Practice Diplomacy Recognize Feelings

Termination Letters Express the Decision Avoid Litigious Statements Minimize Negative Feelings

STATUS OF TRANSACTIONS Have Been Set Customer Expectations Consider Apology Communication Goals Modify Expectations Solve the Problem Repair the Relationship Have Not Been Set Avoid Apology