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Business communication building critical skill 3rd by locker module 11

PPT
PPT

Module
Module 11
11
Negative
NegativeMessages
Messages

McGraw-Hill/Irwin

©2007, The McGraw-Hill Companies, All Rights


11-2

Negative
Negative Messages
Messages


♦To learn how to
 Give bad news while retaining
goodwill.
 Continue to write effective subject
lines.
 Organize negative messages.
 Write buffers.


11-3

Negative
Negative Messages
Messages

♦To learn how to
 Write common kinds of negative
messages.
 Continue to analyze business
communication situations.


11-4

Negative
Negative Messages
Messages
Start by answering these questions:
 What’s the best subject line for a
negative message?
 How should I organize negative
messages?
 When should I consider using a
buffer?


11-5

Negative
Negative Messages


Messages
Start by answering these questions:
 What are the most common kinds of
negative messages?
 How can PAIBOC help me write
negative messages?


11-6

Negative
Negative Messages
Messages Include
Include
♦Rejections and refusals.
♦Policy changes that don’t benefit
customers.
♦Insulting or intrusive requests.
♦Negative performance appraisals.
♦Product recalls.


11-7

Purposes
Purposes of
of Negative
Negative Messages
Messages
♦Primary Purposes
 To give the reader bad news.
 To have the reader read,
understand, and accept the
message.
 To maintain as much goodwill as
possible.


11-8

P
Purposes
urposes of
of Negative
Negative Messages
Messages
continued
continued

♦Secondary Purposes
 To build a good image of the writer.
 To build a good image of the writer’s
organization.
 To reduce or eliminate future
correspondence on the same subject.


11-9

For
For Bad
Bad News
News to
to Customers
Customers
♦Give the reason for the refusal
before the refusal itself when
readers will understand and
accept the reason.
♦Give the negative just once,
clearly.


For
For Bad
Bad News
News to
to Customers
Customers
continued
continued

♦Present an
alternative or
compromise, if one
is available.
♦End with a
positive, forwardlooking statement.

1110


1111

Alternatives
Alternatives
♦Offer the reader another way to
get what’s wanted.
♦Suggest the writer really cares
about the reader.
♦Enable the reader to reestablish
psychological freedom.
♦Allow you to end on a positive
note.


1112

For
For Bad
Bad News
News to
to Superiors
Superiors
♦Describe the problem.
♦Tell how it happened.
♦Describe the options
for fixing it.
♦Recommend a
solution and ask for
action.


1113

For
For Bad
Bad News
News to
to Subordinates
Subordinates
♦Describe the problem.
♦If possible, ask for
input or action.
♦Present an alternative
or compromise, if one
is available.


Influences
Influences on
on Audience
Audience
Reaction
Reaction
♦Do you and the readers have a
good relationship?
♦Does the organization treat people
well?
♦Have readers been warned of
possible negatives?

1114


Influences
Influences on
on Audience
Audience
Reaction
Reaction continued
continued
♦Have readers “bought into” the
criteria for the decision?
♦Do communications after the
negative build goodwill?

1115


1116

Types
Types of
of Buffers
Buffers
♦Start with any good news or positive
elements the letter contains.
♦State a fact or provide a chronology
of events.
♦Refer to enclosures in the letter.
♦Thank the reader for something he
or she has done.
♦State a general principle.


Three
Three Difficult
Difficult Negative
Negative
Messages
Messages
♦Rejections and Refusals
♦Disciplinary Notices and Negative
Performance Appraisals
♦Layoffs and Firings

1117



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