essay
Ziyi Wu
ch08.pptWriting Negative Messages
- John Wiley & Sons
- By Marty Brounstein
- PowerPoints by
Gates Stoner
Pima Community College
Copyright by John Wiley and Sons, 2006
Objectives
- Learn to use the indirect pattern to deliver negative messages
- Learn to use the direct approach to deliver negative news
- Recognize common types of negative letters
Copyright by John Wiley and Sons, 2006
Types of Bad News
- Denial of a request
- Distressing information
- Poor performance review
“Bad news isn't wine. It doesn't improve with age.”
~ Colin Powell
Copyright by John Wiley and Sons, 2006
Brainstorming the Message
- Before you begin, consider
- What is your communication goal?
- Who will be the recipient?
- Should you take an indirect or direct approach?
- How will the message be sent (email or letter)?
- What tone and language are appropriate?
Copyright by John Wiley and Sons, 2006
Indirect vs. Direct Approach
- Direct Straightforward and no-buffer statement before negative news
- Indirect Begins and ends with a buffer statement to soften the negative news
Copyright by John Wiley and Sons, 2006
Buffer Statements
A positive or neutral statement that serves as a starting place for a negative response or message
Example
“We were overwhelmed by the quality of the applicants for this position.”
Copyright by John Wiley and Sons, 2006
Delivering the “no”
- Use clear, decisive wording
- If appropriate, offer a brief explanation
- Suggest solutions/ alternatives
- Close with a note of goodwill / appreciation
Copyright by John Wiley and Sons, 2006
Declining an Order
Begin with positive buffer
(Ex. appreciation for order)
2. State what you can & cannot provide.
3. Include helpful explanations or qualifications.
4. Conclude with statement of goodwill, appreciation, or a brief sales message.
Figure 8.3
Copyright by John Wiley and Sons, 2006
Responding “no” to claims
- Keep your answer courteous and businesslike
- Avoid language that may cause you and your company future problems
- Without bias, assess whether the claim is justified
Copyright by John Wiley and Sons, 2006
Follow-up Letters
Negative letters can often result in a reply. In these cases:
- Resist the temptation to be defensive
- Assess the situation
- Contemplate a response
Copyright by John Wiley and Sons, 2006
Follow-up Letters
Possible responses
Rephrase your original explanation
Provide the additional information requested
Refer the matter to someone else
Copyright by John Wiley and Sons, 2006
Copyright Notice
© 2006 John Wiley & Sons, Inc. All rights reserved. Reproduction or translation of this work beyond that permitted in section 117 of the 1976 United States Copyright Act without express permission of the copyright owner is unlawful. Request for further information should be addressed to the Permissions Department, John Wiley & Sons, Inc. The purchaser may make back-up copies for his/her use only and not for distribution or resale. The Publisher assumes no responsibility for errors, omissions, or damages caused by the use of these programs or from the use of the information herein.
All clipart and photos courtesy of Microsoft.com
Copyright by John Wiley and Sons, 2006
