Excellence in business communication 12e by vthill and brovee chapter 09

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Excellence in
in
Excellence
Business Communication
Communication
Business
Chapter 9
Writing Negative Messages

Copyright © 2017 Pearson Education, Inc.


Learning Objectives

1.
2.

(1 of 3)

Apply the three-step writing process to negative messages.
Explain how to use the direct approach effectively when
conveying negative news.

3.

Explain how to use the indirect approach effectively when
conveying negative news.

Copyright © 2017 Pearson Education, Inc.

Chapter 9 - 3


Learning Objectives

4.

(2 of 3)

Explain the importance of maintaining high standards of
ethics and etiquette when delivering negative messages.

5.

Describe successful strategies for sending negative
messages on routine business matters.

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Chapter 9 - 4


Learning Objectives

6.

(3 of 3)

List the important points to consider when conveying
negative organizational news.

7.

Describe successful strategies for sending negative
employment-related messages.

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Chapter 9 - 5


Using the
the Three-Step
Three-Step Writing
Writing Process
Process for
for
Using
Negative Messages
Messages
Negative
(LO 1) Apply the three-step writing process to negative messages.

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Chapter 9 - 6

Step 1: Planning
Negative Messages

Planning Elements

Consider Your Audience and Purpose

Gather the Information You Need

Choose the Right Media and Channel

Choose the Best Approach
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Chapter 9 - 7


Choosing the Approach

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Chapter 9 - 8


Step 2: Writing
Negative Messages

Writing Elements

Write with Clarity and Sensitivity

Clarify Your Qualifications

Observe Communication Etiquette

Choose Positive, Productive Words
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Chapter 9 - 9


Step 3: Completing
Negative Messages

Completing Elements

Revise Your Content

Produce Professional Documents

Proofread Your Work Carefully

Deliver Messages Promptly
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Chapter 9 - 10


Using the
the Direct

Direct Approach
Approach for
for Negative
Negative
Using
Messages
Messages
(LO 2) Explain how to use the direct approach effectively when
conveying negative news.

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Chapter 9 - 11


Opening with a Clear Statement of the
Bad News
Use the Introductory Paragraph

Avoid Being Overly Blunt

Transition into the News

State Why You’re Writing, If Needed
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Chapter 9 - 12


Providing Reasons and Additional

Information
Explain Why the News Is Negative

Consider the Nature of the News

Assess Your Relationship with Readers

Determine Whether to Apologize
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Chapter 9 - 13


Closing on a Respectful Note

Show Respect for the Recipient

Consider Alternative Solutions

Try to Include Positive Statements

Avoid Creating False Hopes
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Chapter 9 - 14


Using the
the Indirect
Indirect Approach

Approach for
for Negative
Negative
Using
Messages
Messages
(LO 3) Explain how to use the indirect approach effectively when
conveying negative news.

Copyright © 2017 Pearson Education, Inc.

Chapter 9 - 15


Opening with a Buffer

Neutral
Statement

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•

Express Your Appreciation

•

Assure Your Reader

•

Show That You Understand

•

Introduce the Subject Matter

•

Establish Common Ground

Chapter 9 - 16


Types of Buffers

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Chapter 9 - 17


Providing Reasons and Additional
Information
Introduce Negative Points Gradually

Provide Concise, Sufficient Details

Don’t Hide Behind Company Policy

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Chapter 9 - 18


Continuing with a Clear Statement of
the Bad News
•Deemphasize the Bad News

•Use a Conditional Statement

•Stress What You Can Do or Have Done

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Chapter 9 - 19


Closing on a Respectful Note

Avoid an Uncertain Conclusion

Limit Future Correspondence

Express Optimism if Appropriate

Be Sincere and Avoid Clichés
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Chapter 9 - 20

Maintaining Ethics
Ethics and
and Etiquette
Etiquette
Maintaining

(LO 4) Explain the importance of maintaining high standards of
ethics and etiquette when delivering negative messages.

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Chapter 9 - 21


Maintain High Standards of Ethics and
Etiquette
Adhere to Legal and Regulatory Requirements

Approach with Care and Sensitivity

Consider Audience’s Emotional State

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Chapter 9 - 22


Sending Negative
Negative Messages

Messages on
on Routine
Routine
Sending
Business Matters
Matters
Business
(LO 5) Describe successful strategies for sending negative
messages on routine business matters.

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Chapter 9 - 23


Making Unexpected
Negative Announcements
1

Open with a Buffer

2

Provide Reasons and Information

3

Deliver the Announcement

4

Close the Message Appropriately

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Chapter 9 - 24


Rejecting Suggestions
and Proposals

Unsolicited Proposals
Internal

External

Solicited Proposals

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Chapter 9 - 25