Survey
* Your assessment is very important for improving the workof artificial intelligence, which forms the content of this project
* Your assessment is very important for improving the workof artificial intelligence, which forms the content of this project
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 When you write to news to superiors, peers and use a subject line that subordinates, put the focuses on solving the topic in the subject problem. 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 How should I organize negative messages? Deemphasize the refusal by putting it in the same paragraph as the reason, rather than in a paragraph by itself. 11-11 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 1. 2. 3. 4. 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 1. Describe the problem. 2. Present an alternative or compromise, if one is available. 3. 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 1. Start with any good news or positive elements the letter contains. 2. State a fact or provide a chronology of events. 3. Refer to enclosures in the letter. 4. Thank the reader for something he or she has done. 5. State a general principle. 11-23 What are the most common kinds of negative messages? Rejections and Refusals Disciplinary Notices and Negative Performance Appraisals Layoffs and Firings 11-24 Allocating Time in Writing a Negative Memo (Your time may vary.) 11-25 Checklist for Negative Messages 11-26