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Business Communication Today

Fourteenth Edition

Chapter 11

Writing Negative Messages

Learning Objectives (1 of 2)

11.1 Apply the three-step writing process to negative

messages.

11.2 Explain how to effectively use the direct approach when

conveying negative news.

11.3 Explain how to effectively use the indirect approach when

conveying negative news.

11.4 Explain the importance of maintaining high standards of

ethics and etiquette when delivering negative messages.

Learning Objectives (2 of 2)

11.5 Describe successful strategies for sending negative

messages on routine business matters.

11.6 List the important points to consider when conveying

negative organizational news.

11.7 Describe successful strategies for sending negative

employment-related messages.

Using the Three-Step Writing Process for

Negative Messages

• LO 11.1 Apply the three-step writing process to negative

messages.

Five Goals of Negative Communication

• Convey the Bad News

• Gain Acceptance of the Bad News

• Maintain Audience’s Goodwill

• Maintain Good Image for Organization

• Reduce the Need for Future Correspondence

Step 1: Planning a Negative Message

• Consider Your Audience and Purpose

• Select the Right

• Medium and Channel

• Define Your Main Idea

• Choose the Best Approach

Choosing the Direct or Indirect Approach

Direct Indirect

Do You Need to Get the

Reader’s Attention?

How Important

is the News to the Reader?

What is the Audience’s

Preference?

Will the Bad News Come as

a Shock?

Step 2: Writing a Negative Message

• Write Clearly and Sensitively

• Clarify Your Qualifications

• Convey Respect

• Observe Communication Etiquette

• Choose Positive Words

Step 3: Completing a Negative Message

• Revise Your Content

• Produce Professional Documents

• Proofread Carefully

• Deliver Messages Promptly

Using the Direct Approach for Negative

Messages

• LO 11.2 Explain how to effectively use the direct approach

when conveying negative news.

Opening With a Clear Statement of the Bad

News

• State the Bad News at the Beginning

• Maintain a Calm, Professional Tone

• Focus on the News Not on Individuals

• Explain or Remind the Reader Why You’re Writing

Providing Reasons and Additional

Information

• Explain Why the News Is Negative

• Consider the Nature of the News

• Assess Your Relationship with the Reader

• Determine Whether to Apologize

Factors for Determining Whether to

Apologize

• Deliver the Apology from the Right Person in the

Organization

• Only Apologize if it is Sincere

• Deliver the Apology Quickly

Close on a Respectful Note (1 of 2)

• Consider Alternatives

• Include Positive Statements

• Communicate How Future Mistakes Will Be Avoided

Using the Indirect Approach for Negative

Messages

• LO 11.3 Explain how to effectively use the indirect

approach when conveying negative news.

Opening With a Buffer

• Open With a Neutral Statement

• Establish Common Ground

• Express Appreciation

• Assure the Readers You Understand Their Needs

• Be Relevant and Sincere

Continuing With a Clear Statement of the

Bad News (1 of 2)

• To Handle Bad News Carefully:

– De-emphasize the Bad News

– Use a Conditional Statement

– Tell What You DID, Not What You Didn’t

Continuing With a Clear Statement of the

Bad News (2 of 2)

• To Handle Bad News Carefully:

– De-emphasize the Bad News

– Use a Conditional Statement

– Emphasize What You DID, Not What You Didn’t Do

Close on a Respectful Note (2 of 2)

• Find a Positive Angle

• Avoid an Uncertain Conclusion

• Manage Future Correspondence

• Express Optimism

• Be Sincere

Maintaining High Standards of Ethics and

Etiquette

• LO 11.4 Explain the importance of maintaining high

standards of ethics and etiquette when delivering negative

messages.

Challenges of Sending and Receiving

Negative Messages

• Legal Compliance

• Impact of Negative Message on Recipient

• Managing Emotions of Both Sender and Recipient

• Appropriately Timing the Message

Effectively Sharing Bad News

Employees Managers Whistleblowers

Sending Negative

News

Open

Communication

Internal and

External Reporting

Mechanisms

Timely

Communication

Active

Listening

Internal and

External

Protection

Sending Negative Messages on Routine

Business Matters

• LO 11.5 Describe successful strategies for sending

negative messages on routine business matters.

Making Negative Announcements on

Routine Business Matters

• Open with a Buffer

• Advance Your Reasoning

• Announce the Change

• Close on a Positive Note

Rejecting Suggestions and Proposals

• Choose Your Approach Based on the Following Factors:

– Is the Proposal Solicited or Unsolicited?

– Is the Proposal from an Internal or External Source?

– What is the Nature of Your Relationship With the

Sender?

Refusing Routine Requests

• Choose Your Approach

• Focus on the Most Important Relationships and Requests

• Don’t Leave a Closed Matter Open-Ended

• Offer Alternatives

• Only Offer Other Assistance If Available

Handling Bad News About Transactions

• Three Goals

– Modify Customer’s Expectations

– Explain How You Plan To Resolve

– Repair Damage to Business Relationship

Refusing Claims and Requests for

Adjustment

DO DON’T

Provide Accurate Information Use Abusive Language

Consult Legal Advisers Allow Anger or Malice to

Motivate You

Communicate Honestly Use Negative Tone

Emphasize Good

Future Relationship

Use Accusations

Sending Negative Organizational News

• LO 11.6 List the important points to consider when

conveying negative organizational news.

Communicating Under Normal

Circumstances

• Match the Approach to the Situation

• Consider the Unique Needs of Each Group

• Give Each Audience Time to React

• Plan and Manage a Response

• Look For Positive Angles

• Seek Expert Advice

Responding to Negative Information In a

Social Media Environment

• Responding to Online Rumors

• Countering False Information

• Defending Attacks on a Company’s Reputation

Responding to Rumors and Countering

Negative Information

• Engage Early, Engage Often

• Monitor the Conversation

• Evaluate Negative Messages

• Respond Appropriately

Communicating in a Crisis

• Develop a Crisis Management Plan

– Define Operational Procedures

– Outline Communication Tasks and Responsibilities

– List News and Social Media Outlets for Disseminating

Information

Sending Negative Employment Messages

• LO 11.7 Describe successful strategies for sending

negative employment-related messages.

Refusing Requests for Employee References

and Recommendation Letters

Employees Applicants

Be Concise Prepare Carefully

Be Direct Use Tact and Diplomacy

Refusing Social Networking

Recommendation Requests

• Three Options

– Ignore or Delete the Request

– Refrain From Making Any Recommendations

– Responding to the Request

Rejecting Job Applications

• Personalize with the Recipient's Name

• Open with Appreciation

• Convey the News Politely and Concisely

• Avoid Explanations

• Don’t Imply the Application Will Be Reviewed Later

• Close With Positive Wishes

Giving Negative Performance Reviews

• Document Performance Problems

• Evaluate All Employees Consistently

• Write in a Calm, Objective Voice

• Focus on Opportunities for Improvement

• Keep Job Descriptions Up to Date

Terminating Employment

• Clearly Present the Reasons

• Present Reasons in a Neutral Manner

• Follow Company Policy and Applicable Laws

• Avoid Personal Attacks or Insults

• Have a Colleague Review the Letter

• Deliver the Letter in Person