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1. Chapter 11
Writing Negative
Messages
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2. Learning Objectives
1. The Three-Step Writing Process
2. The direct and indirect approaches
3. Ethics and etiquette in messages
4. Routine negative messages
5. Negative organizational news
6. Negative employment messages
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3. Three-Step Process for
Negative Messages
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4. Plan the Message
Purpose
Medium
Audience
Approach
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5. Write the Message
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•Clarity
•Sensitivity
•Credibility
•Etiquette

6. Complete the Message
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•Revising
•Producing
•Proofreading
•Delivering

7. Summary of Discussion
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8. The Direct Approach for
Negative Messages
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9. State the Bad News
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•Clarity
•Tone
•Reminder

10. Explain the Bad News
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•Reasons
•Information
•Apology

11. Close the Message
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•Respect
•Options
•Actions

12. Summary of Discussion
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13. The Indirect Approach for
Negative Messages
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14. The Indirect Approach
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1 Open with a Buffer Statement
Close on a Respectful Note4
Provide Reasons and Information2
Deliver the Negative News3

15. Open with a Buffer
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•Respectful
•Relevant
•Neutral

16. Present the Reasons
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Positive or
Neutral
Progressively
Negative
The Main
Idea
Justified, Fair, and Logical
Reasons and Information

17. State the Bad News
►Deemphasize the News
►Use a Conditional Statement
►Emphasize Positive Aspects
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18. Close the Message
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•Avoid Uncertainty
•Limit Correspondence
•Express Optimism
•Be Sincere

19. Summary of Discussion
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20. High Standards of Ethics
and Etiquette
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21. Legal Challenges
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Corporate Finances
Environmental Hazards
Product Safety Issues

22. Corporate Effects
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Employers Employees

23. Manage the Message
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•Planning
•Objectivity

24. Summary of Discussion
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25. Negative Messages for
Routine Business Matters
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26. Announcements
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Find Common Ground
Close the Message
Advance Your Reasoning
Announce the Change

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Unsolicited
ExternalInternal
Solicited

28. Routine Requests
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Manage Your Time Carefully
If The Matter’s Closed, Say So
Offer Alternatives, If Possible
Don’t Imply Further Assistance

29. Transaction Status
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•Expectations
•Your Action Plan
•The Relationship

30. Claims or Adjustments
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Employ These Avoid These
•Positive Tone
•Understanding
•Accuracy and Facts
•Courtesy and Tact
•Negative Tone
•Accusations
•Verbal Abuse
•Anger or Malice

31. Summary of Discussion
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32. Sending Negative
Organizational News
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33. • Base the approach on the situation
• Consider each group’s needs
• Give each audience time to react
• Plan and manage a response
• Be positive, but no false optimism
• Seek expert advice, as needed
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Normal Circumstances

34. Social Media Challenges
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●Online Rumors
●False Information
●Reputation Attacks

35. Respond Effectively
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•Engaging
•Monitoring
•Evaluating
•Responding

36. Crisis Communication
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Crisis
Management
Accountability Responsibility
Planning Procedures

37. Summary of Discussion
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38. Sending Negative
Employment Messages
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39. Requested by
Employers
Requested by
Applicants
Conciseness
Directness
Diplomacy
Preparation
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Recommendations

40. Social Network Requests
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•Ignoring
•Refraining
•Responding

41. Job Applications
• Personalize the message
• Express your appreciation
• Convey the negative news
• Avoid offering explanations
• Don’t imply future consideration
• Close on a positive, courteous note
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42. Performance Reviews
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Requirements Feedback
Action Plans Standards
Values Documentation

43. Negative Performance
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•Documentation
•Consistency
•Objectivity
•Improvement
•Job Description

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Terminating Employment
Present Reasons
Don’t Discriminate
Obey Policy & Law
Avoid Insults
Seek Advice
Deliver in Person

45. Summary of Discussion
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46. Chapter 11
Writing Negative
Messages
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47. Copyright © 2014 Pearson Education, Inc. publishing as Prentice Hall 47Chapter 11 -