NEGATIVE MESSAGING
ARIZONA STATE UNIVERSITY
COM 259 - COMMUNICATION IN BUSINESS AND THE PROFESSIONS
STRUCTURES
SPRING 2024
Material Description:
A company must have experienced conditions that require it to share unpleasant information
both internally and externally. Negative messages become a necessity that communicators
must face, starting from the simplest to say no to several routine message requests to
expressing an apology to the audience for an event from the company that harms the public.
Communicators have the challenge of conveying unpleasant information that can still
be effectively received by the audience by minimizing the stress that will arise from the
changes or pressures that occur. Effective negative messaging has several goals, including:
1. Delivering bad news
2. Gain acceptance for the bad news that has been delivered
3. Maintain the good name of the audience
4. Maintain the company's good image and reputation
5. Minimize or eliminate correspondence activities that will occur in the future
Negative messaging process:
1. Negative message planning:
Negative messages are certainly unwanted for both the company and the audience.
However, when certain situations require the message to be conveyed, the company needs to
carefully arrange the planning of writing negative messages while minimizing the impact of
the losses that will arise and encourage the acceptance of the message itself by the audience.
The negative message planning stage is as follows:
a. Communicators need to analyze the audience situation by identifying the audience's
concerns and needs.
b. Identify and gather the information the audience needs with a clear determination of
the purpose of the negative messaging at the outset. Negative messages tend to have a
personal context so the audience is entitled to
know the comprehensive information from each answer provided by the company.
c. The choice of medium and channel of communication needs to be done carefully so as
not to cause rejection or misperception from the audience. Some things can be
delivered directly in person. However, certain situations also allow delivery through
digital media.
d. Message organization is done with direct and indirect approaches. The chart below
explains which approach is good for a given situation.
2. Negative messaging
Writing negative messages delivered by communicators whose credibility is not yet
recognized by the audience, it is necessary to clarify with initial information about
qualifications that can build audience confidence in the ability and authority of the
communicator.
Use language that shows that the communicator respects the audience and replace
negative sentences with positive ones so as to minimize the audience's sense of
disappointment and defensive mode or rejection.
Writing negative messages is done with two approaches as presented in chart 1,
namely the direct approach and the indirect approach. The direct approach begins with the
direct delivery of negative ideas or information, then reasons and supporting data needed by
the audience are given. Meanwhile, the indirect approach begins with buffer sentences and
reasons for the situation, followed by the main negative news. Buffer sentences are sentences
that have a neutral tone and tend to be more positive to delay the delivery of negative
messages.
3. Negative message resolution:
Communicators need to revise and proofread to avoid negative audience reactions to
writing errors that reflect carelessness and incompetence on the part of the communicator.
Negative messaging stage with direct approach:
1. Start by addressing the unpleasant news directly by focusing on the news, not on personal
faults or other factors. Deliver it calmly and professionally.
2. Provide reasons and additional information explaining why the news is negative in an
open, clear and thorough manner.
3. Professionals need to be careful in delivering apologies when facing or responding to
negative situations. Some experts argue that companies should not always apologize for
mistakes made because it may indicate an admission of wrongdoing that the audience can
use as a basis for counterattacking the company in legal proceedings. However, ignoring
this apology process will also lower the company's reputation and good relationship with
the audience. Experts reveal that expressions of sympathy for mistakes made by third
parties and sincere and effective apologies can improve a company's reputation.
4. Close with a polite and solutive statement if the company has an alternative solution that
will be offered to the audience. The solution offered will be a form of real action for the
audience so that the same mistake is not repeated in the future.
Negative messaging stage with indirect approach:
1. Start with a buffer sentence, which is a neutral statement used without bringing up the
main idea to delay the delivery of negative news. A good buffer sentence should still
seem sincere and relevant so that the audience is not disoriented by the discussion and the
main issue of the negative news.
2. Provide reasons and additional information effectively. An effective explanation of
reasons covers several bases including thoughtful, detailed reasons, remorseful sentences
if no one in the company is at fault, and finally reasons that are still delivered in a
positive manner.
3. Continue by giving the bad news carefully and explain again what the company can do in
response to the situation (rather than focusing on what the company cannot do in
handling the situation).
4. Minimize the time and space to go too deep on bad news.
5. Place the sentence containing the bad news into a small part of the overall sentence, e.g. :
Our company's current profits, although declining, are only part of the overall picture.
6. Close with a positive statement that includes several factors in it, namely building
goodwill, asking for suggestions for follow-up that the company needs to do, expressing
optimism for future events.
Sending negative messages in the course of routine business:
1. Negative announcements for routine business purposes
This situation is better approached indirectly as it involves conditions that are not predicted
and expected.
2. Rejection of suggestions and proposals
For proposals from external parties that the company does not really need and has never had
a business relationship with the sender of the proposal, the company can ignore it or reject it
with a direct approach. While proposals sent from internal companies (employees), the
rejection is done with an indirect approach.
3. Reject routine requests
Rejection of routine requests can use a direct approach so that the sender of the message gets
a quick response, while an indirect approach can also be used in some circumstances such as:
a. When the company has developed a long-standing relationship with the messenger. In
this situation, the company can also offer alternative solutions if possible.
b. When the company has fulfilled similar routine requests in the past.
4. Handle bad news related to transactions
a. Companies need to reset consumer expectations of transactions
b. Openly explain what is happening and why it is happening
c. Explain how the company can overcome the situation
d. Repair business relationships that may have soured due to losses on failed transactions
by offering discounts on future transactions, free products or gifts or other forms of
compensation.
e. Give a sincere apology that also expresses the company's regret for the transaction error.
5. Rejection of claims and submission of adjustments
a. Companies can use an indirect approach because claims and adjustments have a positive
expectation of being received by the sender of the message.
b. Provide explanation why company decided to reject the claim.
c. Provide factual data and information related to the transaction
d. Avoid forms of defamation
e. Avoid expressing personal opinions
f. Close negative messages with friendly, positive and helpful statements.
Sending negative company news (announcements)
The negative messages described above regarding sending negative messages in
routine business purposes are related to the internal affairs of the company or an individual
with third parties outside the company. This discussion will explain how to compose
negative messages aimed at the public on a larger scale. of course, this negative news needs
to be delivered more carefully and wisely without having to rush so as to allow the company
to plan carefully.
1. Communicating negative news in normal situations
a. Adapt your approach to the situation.
b. Consider the different needs of each group.
c. Allow time for the audience to react to the announcement made.
d. Allow time for the company to plan and organize responses to consumer complaints,
inquiries, or product return requests that arise after bad news is announced.
e. Give consumers a positive outlook on the negative situation, but don't give unwarranted
optimism.
f. Seek the assistance of experts such as lawyers, accountants, or other specialists for some
technical, legal, and financial situations.
2. Responding to negative information within the social media sphere
In this digital era, cross-information can be easily obtained through social media.
Information can also be shared infinitely with a wide scope for the general public.
Consumers who feel the injustice of the company's treatment in handling a problem, for
example the rejection of consumer claims that do not get alternative solutions to
compensation, will share this bad experience on other media that are more generally heard,
namely by speaking out through social media.
The exchange of information that is easily spread and accessed by the general public
opens up great opportunities for the spread of rumors and negative information. Rumors and
negative information shared by external parties are not only due to consumer dissatisfaction
with the company's services or products, but can also be due to business competition
deliberately created by competitors to give the company a bad reputation through social
media.
Companies need to respond to these rumors and negative information spread in the
social media sphere with continuous efforts and case-by-case decision-making. The
following are the steps in responding to such negative news:
a. Engage earlier and more often.
Before rumors and news surface through social media, companies need to actively engage
in digital communication with communities and other parties. Fostering relationships
from the beginning of the company's establishment will build public trust so that it can
counteract and minimize rumors circulating.
b. Monitor circulating conversations.
People can write and spread anything through blogging, microblogging (Twitter),
podcasting, or other forms of social media. Companies need to monitor what they write
and spread as part of early monitoring so that rumors or negative opinions do not grow
bigger.
c. Evaluate negative messages
Companies do not need to rush to respond back to the sender of negative messages, but
instead give time and space to evaluate the source, delivery style and content of the
message. This evaluation will help the company respond more wisely according to the
situation.
d. Respond appropriately
For some cases of rumors that have been spread, the company can trace the source of the
rumor and talk to them personally (through direct messaging in available social media
features) so that the issue can be resolved amicably and out of the public domain.
3. Communicating negative messages in a crisis:
Companies can experience conditions that can damage reputation in crisis situations
such as industrial incidents, theft of company information or data, terrorist attacks, scandals
by individuals within the company, and financial downturns. These conditions can be
resolved with crisis management planning.
What to do in a crisis:
a. Identify potential problems and appoint personnel to a crisis response team. The team is
then prepared to plan and test a crisis management plan.
b. Involve top management in the condition
c. Create an information center that represents the company and is equipped with the
necessary media such as telephones, computers, and other digital tools to prepare press
releases and online news updates.
d. Tell the whole story openly, honestly and in detail. Also, apologize sincerely if the
mistake was due to the company's negligence.
e. Provide concrete actions that show commitment and compensate according to the
company's ability if there are aggrieved parties.
What not to do in a crisis:
a. Blame the other party for whatever has happened.
b. Speculating in public
c. Refusing to answer questions
d. Disseminate information that may violate individual confidentiality
e. Utilize crisis situations to pitch or present products or services.
f. Playing favorites means treating one individual better than another group unfairly.
Sending negative work messages:
Negative messages aimed at employees should use an indirect approach because there is a
high probability that the business or work relationship will continue. Managers also need to
be wise in choosing the media used.
1. Reject requests for employee reference letters and recommendation letters:
When the company is unable to fulfill every detail of the request, then the rejection
does not need to be conveyed directly such as: "We cannot fulfill your request". But switch
to positive and solution statements, for example by providing some data that is allowed to be
given to the sender of the message. Then close with a polite statement.
2. Reject social network recommendation requests:
Rejection of recommendations in social networks will be more complex than
conventional recommendation requests. For example, on Linkedin, people can easily see
who has been recommended by the company and it certainly reflects on the company's
reputation.
In social networks, rejection is easier to do by simply ignoring or deleting the
recommendation request. However, when the sender of the message is a party who has had a
previous business relationship with the company, the rejection can be turned into a form of
positive statement or provide information in accordance with applicable company policies.
3. Rejecting job applications:
Rejecting incoming job applications is a routine form of communication, but the strategy
used is still essential to avoid any perceived discriminatory treatment from the company.
The safest strategy that can be used
The company avoids explaining in detail the decision the company has made and avoids
promising anything in the future related to the expectation of accepting the applicant. The
following are some guidelines for writing negative job application rejection messages:
a. Personalize email or mail messages by using the name of the message sender.
b. Give a polite opening sentence and express appreciation for applying to your company.
c. Express negative messages succinctly and politely. It may be more appropriate to use
the passive voice to shift the subject of the decision. The following is an example of
converting an active sentence into a passive sentence with a more positive outcome for
the applicant:
Statement with active voice: We rejected the job application you sent.
Converted into passive voice to : Your application did not qualify for the interview
process.
d. Avoid giving information on why the applicant was not hired or why another applicant
was hired.
e. Do not state that the decision to accept the application will be postponed for another
review, but can state that the applicant can try again when the job opens again.
f. Provide a closing message that shows hope for the applicant to achieve success in their
next career.
4. Giving negative reviews on performance
Performance reviews are created to clarify the work required by the company, provide
feedback on the performance the employee has achieved relative to the company's needs,
and build a personalized plan for the employee to ensure performance is in line with the
company's expectations.
a. Make a thorough record of performance constraints over the year.
b. Consistent evaluation of all employees can prevent the company from receiving claims
from employees for unfair treatment or discrimination.
c. Provide up-to-date information on the employee's job description when the employee
moves divisions or there is a change in responsibilities.
d. Stay focused on the company's goals and link them to the performance the employee
has achieved so far.
e. Use non-judgmental language.
f. Focus on existing opportunities and solutions that can build improvements in employee
performance.
5. End of work
The company may have employees who do not meet the performance in accordance with
predetermined standards or other factors that cause the company to need to reduce
employees, either for external reasons beyond the company's control (force majeure) or
internal reasons such as a decrease in company turnover which automatically reduces the
number of existing employees. Such conditions leave the company with no other choice but
to implement termination of employment with employees. The delivery of this negative
news is something that needs to be done wisely so as not to violate the applicable rules and
result in poor reception from employees emotionally.
The following are some guidelines for writing negative messages to end employment
or termination:
a. Provide clear and accurate statements and reasons for dismissal and verify the
information.
b. Make sure the reasons given do not indicate discrimination that could open up
opportunities for legal claims from employees.
c. Follow the applicable company policies and various rules that have been stated in the
employment agreement letter.
d. Avoid subjectively attacking an employee's character or personality.
e. Coordinate and synergize again with the relevant manager to conduct a joint review of
the dismissal letter to be given.
f. Deliver the termination letter in person. The manager can hold a closed meeting so as to
maintain confidentiality and allow for interruptions or questions from the employee.
Find, Evaluate, Process Information In The Creation Of Business Reports:
1. RESEARCH PLANNING:
1) Maintaining Ethics and Etiquette in Your Research:
In conducting research, the tactics used will influence those who collect data and
information from the research and influence the readers who will apply the results of the
research. Therefore, it is important for researchers to consider all ethics and etiquette in their
research approach. The following are some of the things that need to be considered to avoid
ethical mistakes:
a. Do not force certain results by skewing the research. In this case, a researcher must
be able to be open-minded and accept all the results obtained even if the results do not
match his expectations.
b. Can respect the privacy of research participants. In this regard, privacy is a
contentious issue today. Businesses believe that they
have the right to protect important information from competitors, and consumers believe
they have the right to protect their personal information from businesses.
c. Source documents and give appropriate credit. In this case, the researcher is required
to cite sources of published documents, company records, or personal interviews so that
the audience can confirm and look deeper into the information contained in the research.
d. Be able to respect the digital intellectual property rights of research sources. Do
not immediately assume that you can use all ideas and information found online. For
example, just because someone finds a great new way to sell online doesn't mean they
are free to implement it, as it could be protected by one of the many patents that have
been granted in recent years for business process models.
e. Don't extract more than you have to. In this case, don't be easily tempted to put words
in the source's mouth. For example, if an industry expert says that increased sales are
possible, don't quote him by saying that increased sales are possible.
f. Do not misrepresent yourself and what you want to do with the research results.
One example of ethical misconduct in this area is known as sugging, which is making
sales under the guise of research and using information obtained from research
respondents.
2) Familiarizing Yourself with the Subject:
Before starting your research, take time to delve into the general subject area to
avoid false starts. Delving into a research subject can be done by reading industry
publications and blogs, searching for trending topics, visiting competitor websites, and
interviewing experts within the organization. Looking at the table of contents and index of
books on the subject can also give you an idea of how the broad subject area is divided into
component topics.
3) Identifying Information Gaps:
Each problem statement limits the purpose of the research and the researcher does
not know what specific information needs to be found. The next step is to focus the research
by digging deeper to find the most important gaps in information.
4) Prioritizing Research Needs:
Prioritizing research needs is an important thing to do because researchers will not
have the time and money to answer all the questions they have. In addition, researchers
should be able to limit the number of questions to be asked in conducting interviews or
surveys so as not to spend more time than given.
2. CONDUCT SECONDARY AND PRIMARY RESEARCH:
After clear planning and careful prioritization, the first step to conducting research is
to conduct secondary research by collecting and analyzing whether someone has done the
required research before.
1) Evaluating Sources
Researchers are responsible for separating quality information from unreliable or
misleading information to avoid undermining the research results obtained. Social media
sometimes complicates this by making many new sources of information available. A
researcher cannot assume that the information found is accurate, objective and up-to-date.
Therefore, when evaluating sources, care should be taken to answer each of the following
questions:
a. Is the source reliable and honest?
b. Is the source potentially biased?
c. What is the purpose of the material?
d. Is the author trustworthy?
e. Where did you get the information from?
f. Is the material complete?
g. Are the claims made in the source based on evidence?
2) Locating Sources:
Even if you ultimately decide to conduct primary research, start with a review of the
available secondary research. Within companies there can be various documents prepared
for other projects that offer useful information. Be sure to ask if the company has a
knowledge management system or other repository for research results. Outside the
company, researchers can choose from a variety of print and online sources.
a. Searching for Information in the Library
Public, corporate and university libraries offer a large number of business books,
databases, newspapers, magazines, directories, almanacs and government publications.
Some of these print sources provide information that is not available online, and some online
sources provide information that is available by subscription.
b. Search for Information Online
The Internet can be a tremendous source of business information, provided researchers
know how to approach the search, where to look, and how to use the tools available.
Roughly speaking, the available tools fall into two categories, viz:
•
Online search tools
The most recognizable search tools are general-purpose search engines, such as Google and
Bing, which scan millions of websites to identify individual web pages containing specific
words or phrases and then attempt to rank the results from most useful to least useful.
•
Online monitoring tools
One of the most powerful aspects of online research is the ability to automatically monitor
selected sources for new information so as to get new information without repeating manual
searches.
To make the best use of search engines or databases and make finding information
online easier, here are some search tips:
•
Think before you search. In this case, after identifying what you need to know, take a few
moments to thinking about where the information can be found, how it is organized, and
what terms different websites might use to describe it.
•
Pay attention to the details. Details can make all the difference in a search. Just as in
Google can filter results based on when the item was published online.
•
Don't limit yourself to search engines. While Google, Bing, and other search engines are
powerful, they may not be able to access all the content online.
•
Try with variations of terms. If researchers cannot find what they are looking for, try
with abbreviations (CEO, CPA), synonyms (man, male), related terms (child, teenager,
youth), different spellings (dialog, dialogue), singular and plural forms (woman, women),
nouns and adjectives (manager, management, managerial), and open and compound forms
(online, on line, on-line). Some search engines automatically search for such synonyms.
•
Adjust to the scope of the search. If the search yields little or no information, expand the
search by specifying fewer terms. Conversely, if it is flooded with too many hits, use more
terms to narrow the search.
3) Documenting Your Sources:
Documenting sources used in writing or research has three important meanings and
functions, namely:
a. Indirectly praising the work of someone who created or made the material
b. Showing the audience or reader that the writing is based on sufficient evidence
c. Can help the reader to explore the topic in more detail A researcher should be able to make
sure to utilize the tool
documentation of sources used whenever possible and to help ensure that the author sourced
all sources accurately.
PRIMARY RESEARCH:
Conducting Primary Research:
1. Gathering Information with Interviews
2. Gather information by observation (surveys)
Interview is a data collection technique conducted through face-to-face and direct
question and answer between researchers and interviewees.
With the development of technology, interviews can also be conducted through
certain media, such as telephone, email, or skype. Interviews are divided into two categories,
namely structured and unstructured interviews.
a. Structured interview
In structured interviews, researchers already know exactly what information they
want to extract from the interviewees. In this condition, the researcher usually has made a
list of questions systematically. Researchers can also use various research instruments such
as a recorder, camera for photos, and other instruments.
b. Unstructured interview
Unstructured interviews are free interviews. The researcher does not use an interview
guideline that contains specific questions, but only contains important points of the problem
to be explored from the respondent.
Observation is a complex data collection method because it involves various factors
in its implementation. Observation data collection methods not only measure the attitudes of
respondents, but can also be used to record various phenomena that occur. Observation data
collection techniques are suitable for research that aims to study human behavior, work
processes, and natural symptoms. This method is also appropriate for respondents whose
quantity is not too large. Observation data collection methods are divided into two
categories, namely:
a. Participant observation
In participant observation, the researcher is directly involved in the daily activities of
the person or situation observed as a data source.
b. Nonparticipant observation
Contrary to participant observation, non-participant observation is an observation in
which the researcher does not participate directly in the activity or process being observed.
c. Questionnaire
The questionnaire is a data collection method that is done by giving a set of
questions or written statements to respondents to answer. The questionnaire is a more
efficient data collection method when the researcher already knows for sure the variables to
be measured and knows what to expect from the respondents. In addition, the questionnaire
is also suitable for use when the number of respondents is large enough and spread over a
wide area.
d. Document Study
Document study is a method of data collection that is not aimed directly at the
research subject. Document study is a type of data collection that examines various kinds of
documents that are useful for analysis.
3. PRESSING DATA and INFORMATION
Done in a way:
1) Data Collection and Recording
This stage deals with the process of collecting or compiling data, which is usually
the process of recording data into basic documents or. Data collection can be obtained
through previously conducted surveys, such as interviews and observations.
2) Data classification
After the data collection and recording stage, the next stage is data classification.
In this stage, the data is given an identity or classified. The identification can be done for
a group or several groups of data so that later it is a characteristic of the data concerned.
3) Calculating
This stage of the data is calculated or calculated as the implementation of
calculations or also called calculating
4) Report writing (summarizing)
To enable analysis of the data or information produced, it is necessary to
summarize or recapitulate the report in accordance with the wishes of the information
user.
5) Communicating
In the process of processing data into information until the information can be
used by users or users, a communication is needed so as to facilitate the process of
processing data into information.
After all the planning, research, and processing, it is finally time to apply your
findings. This step can involve summarizing the results, drawing conclusions based on those
results, and making recommendations.
Research Summary:
A research summary is an unbiased condensation of the information found in your
research. (Summary in this context means a summary of your entire research project, not just
a summary of secondary source material.) The summary should not include opinions,
conclusions, or recommendations. Identify the main idea and key supporting points; separate
them from details, examples, and other supporting evidence. Focus efforts on the audience,
highlighting information that is most important to the person assigned the project or those
who will read the report.
However, focusing on the audience does not mean delivering only the information
that the audience wants to hear. A good summary may only contain bad news, if that's what
your research reveals. Even if the summary is unpleasant, effective managers always
appreciate and respect honest, complete, and perceptive information from their employees.
Draw Conclusions
Conclusions are logical interpretations of the facts and other information in the
report. Reaching valid conclusions based on available evidence is one of the most important
skills you can develop in your business career.
For a conclusion to be sound, it must meet two criteria. First, it must be based on the
information in your report, unable to ignore the Any information you are given, even if it
does not support your conclusion. Second, the conclusion must be logical, meaning it must
follow the accepted pattern of inductive or deductive reasoning. Conclusions that are based
on unproven premises, appeal to emotions, make hasty generalizations, or contain other
logical fallacies are not valid.
While conclusions should be logical, they may not automatically or obviously flow
from the evidence. Many business decisions require assumptions, judgment calls, and
creative thinking - in fact, the ability to see patterns and possibilities that others cannot see is
one of the hallmarks of innovative business leaders.
Making Recommendations
Recommendations suggest what to do about the information, whereas conclusions
interpret the information. The following example illustrates the difference between
conclusions and recommendations:
Conclusion
"On the basis of its track record and c u r re n t price, I believe that this company is an
attractive buy."
Recommendation
"I recommend that we offer to buy the company at a 10 percent premium over the current
market value of its shares."
To be credible, recommendations must be based on logical analysis and reasonable
conclusions. They should also be practical and acceptable to your readers or the people who
have to make your recommendations work. Finally, when making recommendations, make
sure you have explained the next steps. Don't leave readers wondering what they should do
to act on your recommendations.
5. MANAGING INFORMATION
Knowledge management systems, now often equipped with social media tools, help
organizations share research results and other valuable information and insights.
Recent social media tools have increased flexibility and capabilities, making it
easier for more people to contribute and benefit from shared knowledge and transform
knowledge into more of a living entity that is part of an ongoing conversation.
Summary:
The research process begins with careful planning to ensure that you focus on the
most important questions and identify answer findings. Then find data and information using
primary and secondary research as needed. Process the research results by analyzing the
information, then apply the findings by summarizing the information for the benefit of
others, drawing conclusions and developing recommendations. Finally, manage the
information effectively so that you and others can obtain and reuse it for other projects.
REPORT AND PROPOSAL WRITING:
In order for the company to run well, the company must have a company report / business
report. This report is made with the aim of making it easier to run the company/business in
the future, based on data from the reports made. With reports made can also be used in
decision making in a company / business that is run. Because with this report a manager
already has a benchmark / measure in running a company / business. Therefore, reports are
very necessary in a company / business.
1. Definition of Report
In order to conduct a business activity efficiently and effectively, companies need to
know how to make a report. Meanwhile, Herta A. Murphy and Herbert W. Hildebrandt in
their book "Effective Business Communication" state that reports are impartial, have a clear
purpose, and contain a plan for presenting facts to one or more people, with specific business
objectives.
On the basis of this definition, it can be concluded that a business report has various
characteristics such as neutral, impartial, objective presenting data, arranged systematically,
concerning external and internal information, usually requested by a party with higher
authority, has a clear purpose.
For a company, report writing is generally used to fulfill the following purposes:
1. To monitor and control company operations. For example, operational reports, personal
activity reports.
2. To help implement the policies and procedures that the company has established. For
example: job positioning policy.
3. To fulfill legal and regulatory requirements that apply to the company. For example, tax
reports, analysis reports, environmental impact, employment (labor) reports.
4. To document required work presentations. For example, progress reports, and final
reports of an activity.
5. To analyze information and provide guidance for decision-making on specific issues.
For example, research reports, troubleshooting reports, justification reports.
6. To obtain a source of funding or open a new business. For example: sales proposal.
2. Report Type
Reports can be classified in various ways according to function, subject, formality,
originality, frequency, type or appearance of project implementation and meeting
implementation. Each of these classifications is explained in detail below:
a. Based on Function
- Information Report
Serves to provide information by presenting facts and summaries, without analyzing,
drawing conclusions, or making recommendations. Other names for information reports
are progress reports, interim reports, and quarterly reports.
- Analytical Report
Presenting facts, analyzing and interpreting, then drawing conclusions and giving
recommendations (recommendation report), proposals (proposal), or justification reports.
b. By Subject
A report can be differentiated based on the department in which it was obtained. For
example, there are accounting reports, advertising reports, credit collection reports,
expenditure reports, insurance reports, marketing reports, economic reports, production
reports, personnel reports, statistical reports, and engineering reports.
c. Based on Formalities
- Long Reports
Formal reports are generally long, more than 10 pages, and cover complex issues.
However, the definition of "length" varies depending on the circumstances.
A formal report includes three important parts, namely (1) Body text: introduction,
body and conclusion; (2) prefatory part: cover, title, pages, letter of authority, acceptance,
approval, delivery, award, synopsis, abstraction, executive summary, table of contents,
and table of tables; (3) Supplement part: appendix, bibliography, endnotes, glossary and
index.
- Informal Reports (Short Reports)
Informal reports usually only include the body of the text. However, some informal
reports include page headings, submissions, endnotes, and appendices.
d. Based on Authenticity
•
An authority report is a report prepared on the basis of a request or authorization from a
committee or other person.
•
A voluntary report is a report that is made on its own initiative.
•
A private report is a report made by private companies.
•
A public report is a report made by government agencies, including schools, hospitals, or
other institutions funded by the state.
e. Based on Frequency
- Periodic reports
Reports can be prepared on a daily, weekly, monthly, semi-annual or annual basis.
Periodic reports include hourly stock exchange reports, daily sales reports, weekly
expense reports, monthly production reports, quarterly committee reports, and annual
budget reports.
- Special report
Special reports are written when there is a need for unique information (special) such as
the emergence of a crisis in the company.
f. By Type
- Memorandum report (periodic report)
Reports that use the memo format include to, from, subject, and date.
- Letter report
A letter report is a report that uses a letter format with a letter head that contains an
address, opening salutation, closing salutation, signature and reference.
- Report in printed form
A printed report has printed headings, instructions, and blank lines.
- Formal report
Formal reports are usually longer than informal reports, formal reports are often called
long reports.
g. Based on Project Activity
In conducting a project, there are three types of reports, namely
- Preliminary reports. Covers preparation for a project, expected results, and how to
conduct employee training.
- Regular progress reports on the progress of project implementation.
- Final report on the end of a project implementation.
h. Based on Meeting Implementation
- An agenda is a document written before a meeting takes place, which includes the
schedule and topics to be covered in the meeting.
- A resolution is a short report that formally announces the consensus result of a meeting.
- Minutes are the official report of a meeting that has taken place, including a record of
everything that happened in the meeting.
- A meeting report (proceedings) is a formal report, which is broad in scope and contains
the results of the meeting.
3. WRITING REPORTS AND PROPOSALS:
Preparation for writing reports and proposals is very important in all aspects. There
are preparations that must be made before writing a report:
1. Define the Problem, Objective, and Scope
The first stage of planning is to conduct a problem analysis that includes the purpose of
the report. The answers to these questions will help in defining the problem, objectives,
scope and title of the report.
2. Consider Who will Receive the Report
In preparing a business report, it is necessary to consider various matters relating to the
audience. This is so that the business report to be delivered to the audience can hit the
target.
3. Determine the Idea or Ideas
At this stage, write down all the ideas that come to mind in general terms. Then make a
report based on a detailed work plan. For some reports, formulate a hypothesis as a
basis for determining what information is needed.
4. Collecting Necessary Materials
The fourth step is to gather the necessary facts from reliable sources. For some reports
you may have the data in your memory. However, it is also necessary to find additional
data by conducting research.
5. Analyzing and Interpreting Data
For short reports, this stage only takes a very short time. But for long reports, it will
take more time. Try to be honest, and not reduce or add data that is already relevant.
6. Organizing Data and Preparing the Final Framework
After carefully analyzing and interpreting the data, you can organize the findings, and
create a final outline. But, before preparing the outline, you need to know the body of
the report and consider different methods of organizing and outlining.
Adapting to the Receiver:
One of the keys to successful report writing is an emphasis on the needs of the
recipient. Effective reports and proposals must be adaptable to the recipient, as discussed in
the previous chapter 5, i.e. :
1. Be sensitive to the recipient's needs.
There are four aspects of receiver sensitivity: adopting a "you" attitude, maintaining
ethics, emphasizing the positive, and using bias-free language.
2. Build a strong relationship with the recipient.
It is important to establish credibility for successful communication. To gain the
recipient's trust, research every side of the topic, and document the findings with
reliable sources.
3. Controlling style and tone.
In writing a report or proposal, it is important to use an appropriate style and tone. The
level of formality is closely related to the format, length, organization of the document,
and relationship with the recipient.
WRITING REPORTS and PROPOSALS:
There are two ways to structure the body of reports and proposals: deductive (direct)
and inductive (indirect). Most reports are organized deductively because the reader wants to
know in advance the conclusions and recommendations of the report.
a. Deductive way
In a long report, readers usually prefer to use the deductive method because it gives them a
quick overview before they find out more details. In general, you can use the deductive
method if your readers have the following characteristics.
1) A busy executive.
2) Prefer to decide things immediately.
3) Want to know good news or neutral information.
4) Want to analyze the data better and this will be easier if the conclusions and
recommendations are included at the beginning of the report.
5) Want to know the view of writing immediately.
6) Prefers reports organized in a deductive manner.
b. Inductive way
Describes the facts before the main idea, conclusion or recommendation is presented.
And present the facts, as well as other supporting materials, before arriving at the conclusion
or recommendation.
You can use the inductive method if your readers have the following characteristics.
1) Want to know the detailed explanation first in order to understand the conclusions and
recommendations.
2) Want to know the unpleasant conclusion (bad news).
3) May feel that the conclusion cannot be and can accept it.
4) It is important to read the whole report, not just the end.
5) Prefer reports to be organized in an inductive manner.
One of the most complicated tasks in creating a business report is deciding how best to
organize the available facts so that they form part of the report text. Developing report text
can be done in the following ways:
a. Create Topics or Criteria
It is common to create a report. The main headings may use standard criteria,
problem-solving factors, benefits, or characteristics. If the purpose of the report is to
determine whether a company should buy, produce itself, or rent from another
company, the first decision is how to determine the most important criteria.
b. Arrange a sequence of events or occurrences
Agenda creation, convention programs, and progress reports can use chronological
order. Time periods, such as dates, months, or years, hours, and seasons will correspond
to the subject matter.
c. Describe Location or Place
It is useful to describe locations or places, whether they are homes, factories,
shopping malls, international companies with branches geographically spread across the
globe.
d. Explaining a Procedural Process
This method of development is similar to the chronological approach. It traces
stages, say a policy stage, a machine operation, a procedure stage for making savings or
withdrawing deposits.
e. Arrange in Alphabetical Order of Importance
The first order shows the most important ideas, events or topics, followed by the less
important, or unimportant ones.
f. Order the Level of Formality
It is a way of making things simpler or more familiar and then progressing to more
complex or less familiar things. This is due to a tendency. You will find it easier to
understand things that you already know than things that you don't know.
g. Compile the Sources Used
This method is less desirable unless you are sure that the reader is very interested in
the source of the information. You can use this method if, for example, you are
reporting on an expert who is giving a speech at the conference center of your company
and you have been asked to attend.
h. Problem Solving
This popular method discusses the problem first, followed by the solution. This
method is commonly used to organize a persuasive presentation.
The report and proposal will consist of:
1. Introduction:
In the introduction, eleven things are considered, including:
a. The authorizer is the person requesting the report.
b. The layout or presentation plan tells the reader what the business report will cover.
c. The problem is usually defined at the beginning of the introductory chapter before the
purpose or objective of the business report is stated.
d. The purpose of writing a business report should be apparent in the introduction. It is a
very important element of a business report. Other similar terms include: purpose,
mission, strategy, or goals.
e. Scope relates to the extent or limits of a subject matter for a business report.
f. The method of collecting information can be obtained by reading materials in the library
or conducting interviews, surveys or experiments.
g. Primary or secondary sources include, among others: publications (magazines, journals,
newspapers), company records, memo notes, and so on. If you write a report about your
own business experience, the statements you write in a business report are sources.
h. The background of the situation being researched is sometimes included, if the reader
needs background information to get a full picture and a clear understanding of the
subject matter.
i. Definitions of terms should be included if you are using terms that have multiple
interpretations. You should explain to the reader the definition you intended.
j. Limitations such as in terms of funds, time, researcher systems, or available data. A
writer should not be shy to mention some of the limitations that exist before conducting
further research.
2. Report Content:
The longest part of a business report is the body of the text. In this section, it
discusses and develops important matters in detail. In addition, this section can help achieve
the purpose of the report. Good report writing should include important and relevant factual
findings and discard unnecessary matters that are not relevant to the purpose of the report.
The content consists of main sections or chapters. These sections present, analyze and
interpret the information collected, and support the recommendations or conclusions
discussed in the document. The body includes evidence, detailed information needed to
support the conclusions and recommendations.
3. Cover”
The closing section is the last part of the text in reports and proposals, which has the
function of : emphasize the main points, summarize the benefits to the reader if The
document requires changes or actions, refers back to the harmony of all parts, and brings all
action items in one place and provides details on who should do what, when, where and
how. In the concluding section, informational reports are called summaries and analytical
reports are called conclusions, recommendations, or conclusions and recommendations. The
concluding section itself is titled action plan or proposition.
a. Summary
The summary summarizes the overall discussion. Sometimes it contains only the key
points, strengths and weaknesses, or advantages and disadvantages.
b. Conclusion
The conclusion contains an evaluation of the facts discussed, without including the
author's personal opinion.
c. Recommendation
Recommendations suggest a program of action based on the conclusions that have been
made.
d. Action Plan
The action plan is the final statement that includes the timing of the program, the budget
required, and the people responsible for the program/project to be implemented.
e. Proportion
The term proportion has recently been used in the academic or journal world as a strict
question, i.e. a demand based on a report or article.
Draft Report:
The quality of the report can have a direct impact on the professional success of the
writer as it shows how well the writer thought through, collected and analyzed data, drew
conclusions, developed and supported recommendations.
A good report is successful if it meets the following criteria:
•
Accurate.
The information presented in the report should be factually correct and error-free.
•
Complete.
Include all the information necessary for readers to understand the situation, problem or
proposal.
•
Balanced.
Present all sides of the issue honestly and fairly, and include all important information.
•
Clear and logical.
Clear sentence structure and good transitions are important. Make sure the sentences are
not chaotic, choose good words, and are logically stated.
•
Document it neatly.
If using primary and secondary sources for reports and proposals, be sure to document
them neatly and give credit to the sources.
Introduction Report:
The Introduction section contains the following:
•
Authorization
When, how, and by whom the report was authorized; who wrote it; and when it was
given.
•
Problem/opportunity/goal.
The reason for the existence of the report and what will be accomplished as a result of
what has been written in the report.
•
Scope.
Indicates the size and complexity of the report, helping with the all-important job of
setting recipient expectations.
•
Background.
Past conditions or factors that led to the report. This section allows the reader to
understand how the problem, situation or opportunity developed, and what has been done
so far.
•
Sources and methods.
Primary and secondary sources used. This section includes how the sample was selected,
how the questionnaire was developed, what follow-ups will be conducted.
taken, etc. This section builds the reader's trust in the work, and in the sources and
methods used.
•
Definition.
A list of terms that may be unfamiliar to the reader and a brief definition.
•
Limitation.
Out-of-control factors that affect report quality, such as budget, schedule constraints, or
limited access to information or people.
•
Organization of the report.
This section is a road map that helps readers understand what appears in each report and
why.
Report Content:
The content of the report requires a definitive decision on which elements are included and
how much detail is offered as supporting evidence.
Typical topics covered in the report content include:
•
Explanation of the problem or opportunity
•
Facts, statistical evidence, and trends
•
Results of a study or investigation
•
Discussion and analysis of potential actions
•
Advantages, disadvantages, costs, and benefits of taking action
•
Procedure or Process steps
•
Methods and approaches
•
Criteria for evaluating alternatives and options
•
Conclusions and recommendations
•
Supporting reasons for conclusions or recommendations
Closing Report
The nature of the closing section depends on the type of report (informational, analytical or
proposal) and the approach (direct or indirect).
If the report takes a direct approach, end with a summary of key points, organized in the
order they appear in the body of the report. If the report uses an indirect approach, the
conclusions or recommendations are presented first in this section. If the report is meant to
lead to action, use the final section to state exactly what will happen next.
Draft a Proposal
Like a report, a proposal consists of an introduction, body and conclusion. Central to each
section is the source of the proposal. If the proposal is not based on a request, the author has
freedom in terms of scope and organization of the content. If the proposal is based on a
request, the scope and organization are governed by the request for proposal.
The general purpose of a proposal is to persuade the reader to take an action, such as
buying goods or services, funding a project or running a program. As such, the writing
approach taken in proposal writing uses persuasive messages. As with persuasive messages,
the writer must use the AIDA plan to attract attention, build interest, create desire and
motivate action.
The following are additional strategies for strengthening arguments:
•
Demonstrate knowledge
The author must have the knowledge and experience to solve the problem or mention
the opportunity in the report.
•
Provide concrete information and examples
Concrete information can persuade the reader. Avoid vague and unsupported
generalizations.
•
Research the competition
If you are competing with other companies, use trade publications and the internet to
become familiar with the company's products, services, and pride.
•
Prove that your proposal is useful
The proposal must be appropriate and workable for the recipient. The proposal should
be consistent with the recipient's expertise.
•
Use a "you" attitude
Relate the product, service or personnel to the real needs of the reader.
•
Package the proposal attractively
Make sure the proposal is written in an attractive, inviting and legible font.
Proposal Introduction
The introduction presents and summarizes the problem to be solved, along with the
proposed solution. The introduction orientates the reader to the rest of the text.
The following items are usually included in the introduction of a proposal:
•
Background or problem statement
Review the reader's situation and decide to take action.
•
Solution
Outline the proposed changes and highlight the key points and benefits, showing how the
proposal will help the reader achieve the goal.
•
Scope
State the proposal boundaries, what you will and will not do.
•
Organizing
Orients the reader and draws attention to the main part of the information.
Proposal Content
It gives full details about the proposed solution and sets out the anticipated results.
As the proposal is a persuasive message, the recipient expects you to promote the offer in a
convincing and professional manner.
The content of an effective report includes the following information:
•
Proposed approach
Describe what you are offering (concept, product or service). To convince the reader,
focus on the strength of your offer in relation to the reader's needs.
•
Work plan
Outline how you will accomplish what needs to be done.
•
Qualification statement
Describe your organizational experience, personnel, and facilities in relation to reader
needs.
•
Cost
Covers pricing, expenses, discounts, etc. The details of the explanation depend on your
relationship with the audience.
Proposal Cover:
The last section of the proposal summarizes the key points, emphasizes the benefits
the reader will receive, summarizes the benefits of the approach, restates why you and your
company are the right party to provide the service or product, and asks for the client's
decision. The closing section is the last chance to persuade the reader to accept your
proposal. Keep the closing relatively short, firm but not harsh, and convincing.
4. Helps Readers Determine Direction:
If you want readers to understand and receive your message, help them to recognize the
direction of your document. To give readers an understanding of the overall structure of the
document and keep them on track while reading, three things can help, namely :
1. Title and Relationship
Headings are short titles that give readers a clue about the content of the next section.
Headings improve the readability of the document and are particularly useful markers
for explaining the framework of the report. Headings visually show the movement from
one idea to the next.
2. Transition
Transitions are words or phrases that connect ideas and show how one thought is
connected to another. Good writers use transitions to help readers move from one
section to the next.
3. Initial Review and Review
An Overview introduces an important topic by helping readers prepare to receive new
information. Overviews are useful when the information is complex, unexpected or
unfamiliar.
The Overview comes after the body of the material and summarizes the information
for the reader. The overview helps the reader understand the details and big picture of the
report or proposal.
5. Using Technology to Create Reports and Proposals
Here are some of the technology tools used to develop reports and proposals:
•
Template
•
Linked and embedded documents
•
Electronic form
•
Electronic document
•
Multimedia document
Summary:
From the above discussion, the following conclusions can be drawn:
1. Reports and proposals are the most important things used in a company.
2. Reports and proposals aim to help managers of a particular company or business see
where there is less, or more, in the company in order to continue to grow.
In reports and proposals the following sections are included: introduction, body of the
report, and conclusion.
