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Writing Negative Messages - Coggle Diagram
Writing Negative Messages
Three-Step Process
Writing
Completing
Planning
Negative Messages
To maintain goodwill
To promote a good corporate image
To gain acceptance
To minimise future correspondence
To convey the message
Planning the Message
It can gather information
It can choose a medium
It can profile the audience
It can organise the message
It can determine your purpose
It can analyse the situation
Completing the Message
To produce a professional message
To proofread the message
To revise the content
To deliver the message
Developing Negative Messages
Type of audience
Ethical standards
Cultural variations
Type of approach
The Indirect Approach
To begin with buffer
To end with a positive close
To state the bad news
To follow with reasons
Begin With a Buffer
Things to do
To compliment reader
Be understanding
Pay attention
To show sincerity
To show appreciation
Things to avoid
Wordy phrases
Apologies
A know-it-all tone
Lengthy buffers
Saying "no"
Provide Reason and Information
To provide support
To suggest benefits
To guide your reader
To minimise policy
State the Bad News
De-emphasize the bad news
Use a conditional statement
Focus on the positive
Close With Confidence
Remain confident and optimistic
Limit future correspondence
Keep it positive
Culture Differences
Message organisation
Cultural conventions
Proper tone
Type of Audience
Internal
Completeness
Timeliness
External
Confidentiality
Diversity
Maintain High Standards
Communication ethics
Clear messages
Complete information
Timely delivery
Business etiquette
Careful planning
Sensitive wording
Self control
Negative Messages
To organizational news
To employment information
To routine matters
Routine Matters
Propose alternatives
Avoid empty closings
To manage your time
Avoid empty closings
To select the approach
The Status of Transactions
Customer expectations
To solve the problem
To repair the relationship
To modify expectations
Claims and Adjustments
Things to employ
Indirect approach
Positive attitude
Courtesy and tact
Understanding and respect
Things to avoid
Defamation
Accusations
Negative language
Accepting blame
Organizational News
Bad news about products
Bad news about company operations
Negative Announcements
Consider unique needs of groups
Give each group time to respond
Match the approach to the situation
Plan a sequence of announcements
Minimise the element of surprise
Stay positive, but be realistic
Plan for manage a response
Seek expert advice if you're not sure
Employment Applications
State reasons clearly
Suggest alternatives
Use the direct approach
Recommended Letters
Requested by businesses
Be direct
State facts
Requested by individuals
Practice diplomacy
Recognize feelings
Performance Reviews
Provide feedback
Develop action plans
Review requirements
Negative Performance Reviews
Confront the problem
Maintain privacy
Focus on the problem
Plan the message
Obtain commitment
Negative messages
Verbal or nonverbal communication
To reduce conflict between the sender and receiver, decrease the impact of bad news, or reinforce a negative consequence
Information that is unfavorable, disappointing, or harmful.
Termination Letters
Give specific justification
Minimise negative feelings
Express the decision