Bovee Bct10 Student 09
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Transcript of Bovee Bct10 Student 09
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Copyright 2010 Pearson Education, Inc. Chapter 9 - 1
Writing NegativeWriting Negative
MessagesMessages
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Copyright 2010 Pearson Education, Inc. Chapter 9 - 2
Learning ObjectivesLearning Objectives
Apply the three-step writing process to
negative messages
Compare and contrast the direct and indirect
approaches to negative messages, including
when its appropriate to use each one
Identify the risks of using the indirect
approach and explain how to avoid problems
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Copyright 2010 Pearson Education, Inc. Chapter 9 - 3
Learning ObjectivesLearning Objectives
Explain the importance of maintaining high
standards of ethics and etiquette when
delivering negative messages
Explain the role of communication in crisis
management
List and discuss three guidelines for
delivering negative news to job applicants
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Copyright 2010 Pearson Education, Inc. Chapter 9 - 4
Goals of Negative MessagesGoals of Negative Messages
Convey the message
Ensure acceptance Promote goodwill
Maintain a good corporate image
Minimize future correspondence
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Copyright 2010 Pearson Education, Inc. Chapter 9 - 5
The ThreeThe Three--Step ProcessStep Process
Writing CompletingPlanning
Analyze Situation
Gather Information
Select Medium
Get Organized
Revise
Produce Message
Proofread Message
Distribute Message
Adapt to
the Audience
Compose
the Message
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Copyright 2010 Pearson Education, Inc. Chapter 9 - 6
Choosing the ApproachChoosing the Approach
Predicting the audiences reaction
Knowing the audiences preferences Judging the importance of the news
Preserving working relationships
Getting the readers attention
Following organizational guidelines
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Copyright 2010 Pearson Education, Inc. Chapter 9 - 7
The Direct ApproachThe Direct Approach
State the bad news
Give reasons End with a positive close
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Copyright 2010 Pearson Education, Inc. Chapter 9 - 8
The Indirect ApproachThe Indirect Approach
Begin with a buffer
Provide reasons and information State the bad news
Close with confidence
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Copyright 2010 Pearson Education, Inc. Chapter 9 - 9
Open With a BufferOpen With a Buffer
Respectful
Relevant
Neutral
Transitional
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Copyright 2010 Pearson Education, Inc. Chapter 9 - 10
Reasons and InformationReasons and Information
Explanation section
Guide readers responses
Provide sufficient details for support
Explain company policy
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Copyright 2010 Pearson Education, Inc. Chapter 9 - 11
Deliver the Bad NewsDeliver the Bad News
De-emphasize the bad news
Use a conditional statement Emphasize the positive
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Copyright 2010 Pearson Education, Inc. Chapter 9 - 12
Close on a Positive NoteClose on a Positive Note
Avoid a negative, uncertain conclusion
Limit future correspondence Be optimistic about the future
Be sincere
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Copyright 2010 Pearson Education, Inc. Chapter 9 - 13
Adapting to Your AudienceAdapting to Your Audience
Cultural differences
Internal versus external
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Copyright 2010 Pearson Education, Inc. Chapter 9 - 14
Cultural DifferencesCultural Differences
Proper tone
Organization Cultural conventions
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Copyright 2010 Pearson Education, Inc. Chapter 9 - 15
The Type of AudienceThe Type of Audience
Internal
Timeliness
Completeness
External
Diversity
Confidentiality
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Copyright 2010 Pearson Education, Inc. Chapter 9 - 16
Maintain High StandardsMaintain High Standards
Ethics and etiquette
Laws and regulations
Human impact
Emotional reactions
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Copyright 2010 Pearson Education, Inc. Chapter 9 - 17
Negative MessagesNegative Messages
Routine business matters
Employment messages Organizational news
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Copyright 2010 Pearson Education, Inc. Chapter 9 - 18
Routine Business RequestsRoutine Business Requests
Select the approach
Manage your time
Be polite but firm
Propose alternatives
Dont imply compliance
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Copyright 2010 Pearson Education, Inc. Chapter 9 - 19
Status ofTransactionsStatus ofTransactions
Customer expectations
Have been set
Have not been set
Communication goals
Modify expectations
Resolve the situation
Repair the relationship
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Copyright 2010 Pearson Education, Inc. Chapter 9 - 20
Claims and AdjustmentsClaims and Adjustments
Things to employ
Courtesy and tact
Indirect approach
Understanding
Positive attitude
Things to avoid
Accepting blame
Making accusations
Being negative
Defaming others
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Copyright 2010 Pearson Education, Inc. Chapter 9 - 21
Organizational NewsOrganizational News
Normal circumstances
Crisis communication
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Copyright 2010 Pearson Education, Inc. Chapter 9 - 22
Normal CircumstancesNormal Circumstances
Match the approach to the situation
Consider unique needs of each group Give each audience time to react
Allow time to plan/manage response
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Copyright 2010 Pearson Education, Inc. Chapter 9 - 23
Normal CircumstancesNormal Circumstances
Stay positive but avoid false optimism
Minimize the element of surprise Seek expert advice when needed
Offer leadership and encouragement
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Copyright 2010 Pearson Education, Inc. Chapter 9 - 24
Crisis CommunicationCrisis Communication
Crisis management plan
Operational procedures
Tasks and responsibilities
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Copyright 2010 Pearson Education, Inc. Chapter 9 - 25
Employment MessagesEmployment Messages
Answering recommendation requests
Reviewing job applications
Reviewing performance
Terminations
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Copyright 2010 Pearson Education, Inc. Chapter 9 - 26
Recommendation LettersRecommendation Letters
Requested by businesses
Conciseness
Directness
Requested by individuals
Diplomacy
Preparation
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Copyright 2010 Pearson Education, Inc. Chapter 9 - 27
Employment ApplicationsEmployment Applications
Choose an approach carefully
State why applicant was not selected
Close by suggesting alternatives
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Copyright 2010 Pearson Education, Inc. Chapter 9 - 28
Performance ReviewsPerformance Reviews
Improve performance
Clarify job requirements
Give employees feedback
Develop a plan of action
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Copyright 2010 Pearson Education, Inc. Chapter 9 - 29
Negative ReviewsNegative Reviews
Confront the problem
Plan the message Respect privacy
Focus on the problem
Obtain commitment
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Copyright 2010 Pearson Education, Inc. Chapter 9 - 30
Terminating EmploymentTerminating Employment
Present the reasons
Choose your words carefully Minimize negative feelings
