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Negative Messages Module Eleven ©2014 The McGraw-Hill Companies, Inc. All rights reserved McGraw-Hill/Irwin Copyright © 2014 by The McGraw-Hill Companies, Inc All rights reserved Learning Objectives LO 11-1 Create subject lines for negative messages LO 11-2 Apply strategies for informative and positive message organization LO 11-3 Assess legal implications with messages, especially negative ones 11-2 Learning Objectives LO 11-4 Identify situations for buffer use LO 11-5 List common kinds of negative messages LO 11-6 Apply strategies for negative message analysis with PAIBOC 11-3 Negative Messages Rejections and refusals Policy changes that don’t benefit customers Insulting or intrusive requests Negative performance appraisals Product recalls 11-4 Purposes of Negative 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 11-5 Purposes of Negative Messages 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 11-6 What’s the best subject line for a negative message? When you give bad news to superiors, use a subject line that focuses on solving the problem When you write to peers and subordinates, put the topic in the subject line 11-7 How should I organize negative messages? Give the reason for the refusal before the refusal itself when readers will understand and accept the reason Give the negative just once, clearly 11-8 How should I organize negative messages? Present an alternative or compromise, if one is available End with a positive, forward-looking statement 11-9 How to Organize a Negative Letter 11-10 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 11-12 How should I organize negative messages? 11-13 Legal Implications Any message that is recorded can be subpoenaed in a legal case Negative Internet posts have met with legal challenges Think about how a reasonable person might interpret your words 11-14 Giving Bad News to Superiors Describe the problem Tell how it happened Describe the options for fixing it Recommend a solution and ask for action 11-15 How to Organize a Negative Memo to Your Superior 11-16 Giving Bad News to Peers and Subordinates Describe the problem Present an alternative or compromise, if one is available If possible, ask for input or action 11-17 How to Organize a Negative Memo to Peers or Subordinates 11-18 Influences on Reader’s Reaction Do you and the readers have a good relationship? Does the organization treat people well? Have readers been warned of possible negatives? 11-19 Influences on Reader’s Reaction Have readers “bought into” the criteria for the decision? Do communications after the negative build goodwill? 11-20 A Negative Memo to Subordinates 11-21 When should I consider using a buffer? Buffer a neutral or positive statement that allows you to delay the negative 11-22 Types of 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 11-23 What are the most common kinds of negative messages? 11-24 Allocating Time in Writing a Negative Memo (Your time may vary.) 11-25 Checklist for Negative Messages 11-26 ... Influences on Reader’s Reaction Have readers “bought into” the criteria for the decision? Do communications after the negative build goodwill? 11-20 A Negative Memo to Subordinates 11-21 When
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