Writing Negative Messages

In business, negative messages may be the most difficult to write because they can make the reciever upset and this differently of you.

1. Using the 3 step writing process for negative messages
- 5 goals of negative messages
--- 1. Give the bad news
---2. Ensure acceptance of the bad news
---3. Maintain reader’s goodwill
---4. Maintain organization’s good image
---5. Minimize or eliminate future correspondence on the matter as appropriate
- Step 1: Planning a negative message
--- analyze, investigate and adapt to the situation to avoid alienating readers
---carefully choose a medium
--- carefully organize your message as it helps reader’s accept
- Step 2: Writing a negative message
--- unclear or unkind messages may cause the audience stress
--- use languages that convey respect and avoid an accusing tone
--- lay out your qualifications for making the decision
- Step 3: Completing a Negative Message
--- revise to ensure that your message is clear, complete, and concise
--- make sure they are delivered promptly and successfully
This link is to a power point presentation that shows how to create and write negative business messages:
http://webcache.googleusercontent.com/search?q=cache:Og8xU35ZlNwJ:wps.prenhall.com/wps/media/objects/1741/1783509/PPT/STUTODAY08.ppt+developing+negative+messages&cd=1&hl=en&ct=clnk&gl=us

2. Developing Negative Messages
- Choosing the better approach
--- to choose direct or indirect, answer the following questions:
-----1. Will the bad news come as a shock?
-----2. Does the audience prefer short messages that get right to the point?
-----3. How important is the news to the audience?
-----4. Do you need to maintain a close working relationship with the audience?
-----5. Do you need to get the audience’s attention?
-----6. What is your organization’s preferred style?
Here is another site for writing business messages:
http://www.docstoc.com/docs/23876612/Writing-Negative-Messages/

- Using the Direct Approach Effectively
--- Use the direct approach when your negative info will have a minimal impact
--- State bad news at the beginning to (1) make a shorter message (2) allows the audience to reach the main idea of the message in less time
--- open with a clear statement of bad news
--- provide reasons and additional information
--- closing on a positive note
- Using the indirect approach effectively
--- use when some preparation will help your audience accept your bad news
--- opening with a buffer: a buffer is a neutral, noncontroversial statement that establishes common ground with the reader
---Provide reasons and additional information
--- continuing with a clear statement of the bad news
--- close on a positive note: avoid a negative or uncertain conclusion, limit future correspondence, be optimistic about the future, and be sincere
- Adapting to your audience
--- Cultural Variations
------ expectations for handling of bad news can vary from culture to culture
------ use the tone, organization, and cultural conventions that the audience expects
--- Internal verses external audiences
------ internal audiences often except more detail in negative messages
------ may need to adjust content for external audiences
-Maintaining high standards of etiquette
--- sharing bad news effectively required commitment from everyone in the organization
--- some employees that are unable to resolve problems resort to whistle-blowing: which is expression their concerns through company ethics hotlines or even going to the news media if they perceive no other options
- Negative situations can put your sense of self- control and business etiquette to the test

3. Exploring common examples of Negative Messages
- Sending negative messages on routine business matters
--- Refusing Routine Messages
------ before turning down an invitation or request, consider your relationship with the reader
------ Manage your time carefully; if the matter is closed, don’t imply that it’s still open; offer alternative ideas if you can; don’t imply other assistance if it is not available
--- Handling Bad news about transactions
------ some negative messages regarding transactions carry significant financial/ legal ramifications
------ your response depends on the customer’s expectations
------ if you fail to meet customer expectations, consider including an element of apology
--- Refusing claims and requests for adjustment
------ Use the indirect approach in most cases
------ Demonstrate your understanding of the complaint, explain your refusal, and suggest an alternative action
------ Avoid deflamation by not responding emotionally or abusively
- Sending negative Organizational News
--- Communication under normal circumstances
------ Extensive planning for negative organizational messages externally
------ Give audiences as much time as possible to react
------ Ask for legal help or other assistance if unsure of how to handle a significant negative announcement
--- Communication in a crisis
------ rumors can spread unpredictably and customers, employees, and communities will demand information
------ anticipation and planning are key
------ Crisis management planning
- Sending negative Employment Messages
--- take the direct approach and use great care when choosing media
- Refusing requests for employee references and recommendation letters
--- be brief and direct
--- use diplomacy and be sure to prepare to ensure acceptance
--- make positive comments as to not hurt feelings of readers
- Rejecting Job Applicants
--- poorly written rejection letters tarnish your company’s reputation and can invite legal troubles
-Giving negative performance reviews
--- to improve employee performance by (1) clarifying job requirements (2) giving employees feedback on the efforts and (3) guiding efforts by a plan of action
--- address performance problems in private
--- ask for a commitment from the employee
- Termination Employment
--- Three goals: (1) present the reason for difficult action (2) avoid statements that might expose a lawsuit (3) leave the relationship as favorable as possible
This site shows us the most important points in writing business messages:
http://homepages.wmich.edu/~bowman/badnews.html