Business communication building critical skill 3rd by locker module 11

PPT PPT Module Module 11 11 Negative NegativeMessages Messages McGraw-Hill/Irwin ©2007, The McGraw-Hill Companies, All Rights 11-2 Negative Negative Messages Messages ♦To learn how to  Give bad news while retaining goodwill  Continue to write effective subject lines  Organize negative messages  Write buffers 11-3 Negative Negative Messages Messages ♦To learn how to  Write common kinds of negative messages  Continue to analyze business communication situations 11-4 Negative Negative Messages Messages Start by answering these questions:  What’s the best subject line for a negative message?  How should I organize negative messages?  When should I consider using a buffer? 11-5 Negative Negative Messages Messages Start by answering these questions:  What are the most common kinds of negative messages?  How can PAIBOC help me write negative messages? 11-6 Negative Negative Messages Messages Include Include ♦Rejections and refusals ♦Policy changes that don’t benefit customers ♦Insulting or intrusive requests ♦Negative performance appraisals ♦Product recalls 11-7 Purposes Purposes of of Negative Negative Messages Messages ♦Primary Purposes  To give the reader bad news  To have the reader read, understand, and accept the message  To maintain as much goodwill as possible 11-8 P Purposes urposes of of Negative Negative Messages Messages continued continued ♦Secondary Purposes  To build a good image of the writer  To build a good image of the writer’s organization  To reduce or eliminate future correspondence on the same subject 11-9 For For Bad Bad News News to to Customers Customers ♦Give the reason for the refusal before the refusal itself when readers will understand and accept the reason ♦Give the negative just once, clearly For For Bad Bad News News to to Customers Customers continued continued ♦Present an alternative or compromise, if one is available ♦End with a positive, forwardlooking statement 1110 1111 Alternatives Alternatives ♦Offer the reader another way to get what’s wanted ♦Suggest the writer really cares about the reader ♦Enable the reader to reestablish psychological freedom ♦Allow you to end on a positive note 1112 For For Bad Bad News News to to Superiors Superiors ♦Describe the problem ♦Tell how it happened ♦Describe the options for fixing it ♦Recommend a solution and ask for action 1113 For For Bad Bad News News to to Subordinates Subordinates ♦Describe the problem ♦If possible, ask for input or action ♦Present an alternative or compromise, if one is available Influences Influences on on Audience Audience Reaction Reaction ♦Do you and the readers have a good relationship? ♦Does the organization treat people well? ♦Have readers been warned of possible negatives? 1114 Influences Influences on on Audience Audience Reaction Reaction continued continued ♦Have readers “bought into” the criteria for the decision? ♦Do communications after the negative build goodwill? 1115 1116 Types Types of of Buffers Buffers ♦Start with any good news or positive elements the letter contains ♦State a fact or provide a chronology of events ♦Refer to enclosures in the letter ♦Thank the reader for something he or she has done ♦State a general principle Three Three Difficult Difficult Negative Negative Messages Messages ♦Rejections and Refusals ♦Disciplinary Notices and Negative Performance Appraisals ♦Layoffs and Firings 1117 ... alternative or compromise, if one is available ♦End with a positive, forwardlooking statement 111 0 111 1 Alternatives Alternatives ♦Offer the reader another way to get what’s wanted ♦Suggest the... common kinds of negative messages  Continue to analyze business communication situations 11- 4 Negative Negative Messages Messages Start by answering these questions:  What’s the best subject... note 111 2 For For Bad Bad News News to to Superiors Superiors ♦Describe the problem ♦Tell how it happened ♦Describe the options for fixing it ♦Recommend a solution and ask for action 111 3 For