Matakuliah
Tahun
: J0612 - Komunikasi Bisnis
: 2010
Pertemuan 9
Writing
Negative Messages
Planning the Message
Bina Nusantara
Analyze the
Situation
Determine
Your Purpose
Profile the
Audience
Gather
Information
Select a
Medium
Define Your
Main Idea
Writing the Message
Use the “You” Attitude
Build Credibility
Protect Your Company
Avoid Accusations
Write Clearly
Be Sensitive
Bina Nusantara
Completing the Message
Revising
Producing
Proofreading
Delivering
Bina Nusantara
Developing Negative Messages
Type of Approach
Cultural Variations
Ethical Standards
Bina Nusantara
Choosing the Best Approach
Nature of
the News
Relationship
with Audience
Bina Nusantara
Audience
Preferences
Need for
Attention
Importance
of the News
Preferred
Style
Follow-Up
Communication
The Direct Approach
Flow of the Message
Bad News
Reasons
Positive
Close
Step 1
Step 2
Step 3
Substance of the Message
Bina Nusantara
The Indirect Approach
Flow of the Message
Buffer
Reasons
Bad
News
Positive
Close
Step 1
Step 2
Step 3
Step 4
Substance of the Message
Bina Nusantara
Begin With a Buffer
Things to Do
Things to Avoid
• Show appreciation
• Saying “no”
• Pay attention
• A know-it-all tone
• Compliment reader
• Wordy phrases
• Be understanding
• Apologies
• Show sincerity
• Lengthy buffers
Bina Nusantara
Adapting to Your Audience
Cultural
Differences
Internal and
External Audience
Bina Nusantara
Maintain High Standards of Ethics and Etiquette
Laws and Regulations
Human Impact
Emotions
Bina Nusantara
Types of Negative Messages
Routine Matters
Organizational News
Employment Issues
Bina Nusantara
Negative Organizational News
Normal
Circumstances
Bina Nusantara
Crisis
Communication
Normal Circumstances
Match the Approach to the Situation
Consider Unique Needs of Each Group
Give Each Group Time to Respond
Plan a Sequence of Announcements
Plan for and Manage a Response
Stay Positive, But Also Be Realistic
Minimize the Element of Surprise
Seek Expert Advise If You’re Not Sure
Bina Nusantara
Crisis Communication
Crisis Management Plan
Define Operational
Procedures
Speaking for
the Company
Bina Nusantara
Outline Tasks
and Responsibilities
Contacting
Key Executives
Identifying
Media Outlets
Negative Employment Messages
Refusing Requests
for Recommendation
Letters
Rejecting
Job Application
Negative
Performance
Review
Terminating
Employment
Bina Nusantara