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Chapter 10 : Writing Negative Messages - Coggle Diagram
Chapter 10 : Writing Negative Messages
Writing Process for Negative Messages
Planning a negative message
Do you need to get the reader's attention immediately
Does the recipient prefer a direct style of communication
How important is this news to the reader
Will the bad news come as a shock
Writing Negative Messages
Choose language carefully
Establish credibility
Use respectful language
Use positive words
Completing Negative Messages
Revise your content
Produce professional documents
Proofread work carefully
Deliver messages promptly
Direct Approach for Negative Messages
Open with a clear statement of the bad news
introductory paragraph
Provide reasons and additional information
Delivered by someone whoose position in the organization corresponds with the gravity of the situation
be real
be quick
media and channel choices
Close on a respectful note
Offer alternative solution
Include positive statements
Avoid creating false hope
Indirect Approach for Negative Messages
Open with a buffer
neutral, noncontroversial statement
Provide reasons and additional information
introduce negative points gradually
provide sufficient reasoning to maintain focus
Don't hide behind company policy
Continue with a clear statement of the bad news
Express it clearly, do no repeat
conditional statement
tell what you can do or have done, not what you can't
Close on a respectful note
Avoid uncertain conclusion
Manage expectations about future correspondence
Express optimism, if appropriate
Be sincere
Ethics and Etiquette
Governed by laws and regulations
Significant impact on others
Consider audience's emotional state
Sending Negative Messages on Routine Business Matters
Making negative announcements on routine business matters
indirect approach
Rejecting suggestions and proposals
Requires special care and tact
Refusing routine requests
Consider relationship with reader
Handling bad news about transactions
Right approach to bad news depends on customer's expectations
if failed to meet expectations, apology should be considered
Refusing Claims and request for adjustment
Avoid using abusive language
Provide accurate information
Never let emotions motivate your messages
Consult company's legal advisers
Communicate honestly
Emphasize the need for good relationship
Sending Negative Organizational News
Communicating under normal circumstances
Match approach to the situation
Consider the unique needs of each group
Give each audience enough time to react as needed
Give yourself enough time to plan and manage a response
Look for positive angles, but don't exude false optimism
Seek expert advice if you're not sure
Responding to negative information in a social media environment
Engage early, engage often
Monitor the conversation
Evaluate negative messages
Respond appropriately
Communicating in a crisis
Crisis management plan
Sending Negative Employment Messages
Refusing requests for recommendations and references
Disqualify yourself
Suggest an alternative
Take a mentoring approach
Explain your personal policy
Refusing social networking recommendations request
create new challenges and offer more flexibility
Rejecting job applications
Use recipient's name
Open with a courteous expression of appreciation for having been considered
Convey the news politely and concisely
Avoid enplaning why
Do not state or imply that the application will be reviewed at a later date
Close with positive wishes for the applicant's career success
Giving negative performance reviews
Based on documented evidence
Do not focus on just negative elements
Make it a conversation, not a lecture
Do not avoid difficult topics
Make sure your written and oral communication match
Evaluate all employees consistently
Calm and objective tone
Focus on opportunities for improvement
Terminating Employment
Present reasons clearly and objectively
Avoid framing problems
Avoid suggestions that someone else was behind the decision
Follow all company policies
Deliver the termination letter in person
Be prepared for questions
Avoid surprises