Writing Negative Messages参考.ppt

Prentice Hall, 2008 Business Communication Essentials, 3e Writing Negative Messages Goals of Negative Messages Convey the message Ensure acceptance Promote goodwill Maintain a good corporate image Minimize future correspondence The Three-Step Process Choosing the Approach The Direct Approach The Indirect Approach Open with a Buffer Reasons and Information Deliver the Bad News Close on a Positive Note Types of Negative Messages Routine Business Requests Select the approach Manage your time Be polite but firm Consider alternatives Don’t imply compliance Status of Transactions Claims and Adjustments Employment Messages Recommendation Letters Employment Applications Performance Reviews Negative Performance Confront the problem Plan the message Respect privacy Stay focused Get a commitment Terminating Employment Organizational News Negative Announcements Challenges of Social Media When making negative announcements, follow these guidelines: Match your approach to the situation. For example, in an emergency such as product tampering or a toxic spill, get to the point immediately. Consider the unique needs of each group. When a facility closes, for instance, employees need time to find new jobs, and community leaders may need to be prepared to help people who have lost their jobs. Minimize the element of surprise whenever possible. Give affected groups as much time as possible to prepare and respond. If possible, give yourself enough time to plan and manage a response. Make sure you are ready with answers to expected questions. Look for positive angles but do not exude false optimism. Laying off 10,000 people does not give them “an opportunity to explore new horizons.” It is a traumatic event that can affect employees, their families, and their communities for years. The best you may be able to do is to thank people for their past support and to wish them well in the future. Seek expert advice. Many significant negative announcements have important technical, financial, o