Negative Messages: Chapter 11 What is a negative message? • In the business world, delivery and calculation errors, product malfunctions, or refusal of routine requests and job applications are inevitable. • Negative messages. In Wikipedia. Retrieved from http://en.wikipedia.org/wiki/Negative_Messages Key points 1. 2 Goals 2. 3x3 writing process 3. Reasoning 4. Strategy 5. Sandwich effect Key points 6. 4 receivers 7. Legal problems 8. Communication patterns 9. Apologies 10. Honesty Strategies To downgrade and/or avoid disappointment: ✓provide the cause and explanation of the rejection ✓reveal the news sensitively ✓demonstrate that the matter was treated seriously ✓push them to believe the decision was fair Strategies Primary goals: ✓Make the reader understand the bad news ✓Have the reader accept the bad news ✓Maintain a positive image of yourself and the organization Strategies Secondary goals: ✓Reduce bad feelings ✓Convey fairness ✓Avoid future correspondence ✓Avoid creating legal liability or responsibility for yourself or the organization Indirect pattern • When explanations are given first the impact of the bad news is softened. Direct pattern • It may be more effective when: ✓The receiver overlooks bad news ✓Organization policy requires directness ✓The receiver prefers directness ✓Firmness is necessary ✓Bad news is not damaging. oo 3x3 writing process 1. Analysis, anticipation and adaptation (pre-writing) 2. Research, organization and composition (writing) 3. Revision, proofreading and evaluation (revising) Avoiding legal problems 1.Abusive language (profanity) 2.Careless language (statements shouldn’t be misinterpreted or damaging) 3.The Good-Guy syndrome (Avoid statements that make you feel good but may be inaccurate) Delivering bad news sensitively • Buffer the message by converting the negative object into: ✓An appreciation or a compliment ✓An agreement or an understanding ✓Facts ✓Apology Delivering bad news sensitively Start by presenting the causes. ✓Explain clearly ✓Show that someone else will benefit from the decision ✓Explain company policy ✓Use optimistic and positive words ✓Treat the matter with seriousness and respect Presenting the bad news Disappointment can’t be prevented whereas shock reduction is possible ✓position the bad news strategically ✓use of a passive voice ✓focus on the positive ✓implying the refusal ✓suggest an alternative Conclusion Finish with a pleasant conclusion ✓Forward look (anticipate future relations) ✓Alternative ✓Good wishes ✓Freebies (send gifts etc) ✓Sales promotion Link to our website • http://negativemessages.wordpress.com / References 1. GUFFEY, M.E. (2010) Business Communication: Process and Product (3rd Ed). Toronto, Ontario 2. Images: i) What is a negative message?: http://www.ereleases.com/prfuel/wpcontent/uploads/2010/05/bad-news.jpg ii) Key Points: http://www.lestraceursdetout.com/wpcontent/uploads/2011/07/Services-business.jpg iii) Strategies: http://img.ehowcdn.co.uk/article-pagemain/ehow/images/a07/qm/dq/write-bad-news-letter-clients800x800.jpg and http://smallbiztrends.com/wpcontent/uploads/2011/01/iStock_000004996421XSmall.jpg References iv. Indirect pattern: http://usafamilymedicine.files.wordpress.com/2008/08/att21.jpg? w=450&h=338 v. Direct pattern: http://hrpeople.monster.com/nfs/hrpeople/attachment_images/00 00/0013/badnews_crop380w.jpg?1212551967 vi. 3x3 writing process: http://hrpeople.monster.com/nfs/hrpeople/attachment_images/00 00/0013/badnews_crop380w.jpg?1212551967 vii. Conclusion: http://img.ehowcdn.com/article-pagemain/ehow/images/a02/61/n4/deliver-bad-news-businesssetting-800x800.jpg viii. Link to our website: http://www.visualcomgroup.com/fingerpoint.jpg Zenome • Zenome.com > Business + Work > Business Communication: Process and Products > 11 • Descritption: the zenome subcategory will help you gather the most relevant information on “How to deliver Negative Messages”.