Chapter 9 Notes- Writing Negative Messages – Flashcards
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-time mgmt; focus on important relationships/requests -if matter closed, don't imply it's still open by using phrases like "Let me think about it and get back to you" as a way to delay saying no -offer alternative ideas if possible, particularly if relatinship is important -don't imply that other assistance/other info might be available if it isn't
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Describe successful strategies for sending negative messages on routine business matters
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-match approach to situation -consider unique needs of each group -give each audience enough time to react as needed -give yourself enough time to plan/manage a response -look for positive angles, but don't exude false optimism -seek expert advice if you're not sure of the situation
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List the important points to consider when conveying negative organizational news
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-don't feel like you have to write a recommendation letter if you don't feel like it's necessary -take diplomatic approach to minimize hurt feelings -compliment reader's accomplishments -suggest alternatives, if avaialable -use options available to you on social networks, like ignoring a request from someone you don't know or writing a recommentaiton on a single positive attribute
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Describe successful strategies for sending negative employment-related messages when refusing requests for employee references and recommendations?
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-analyze situation -gather info -select medium -get organized
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when planning your negative message, what should you do?
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-adapt to the audience -compose the message
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when writing your negative message, what should you do?
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-revise -produce -proofread -distribute
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when completing your negative message, what should you do?
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-audience reaction- emotional outbursts -audience preferences- do they prefer sugarcoating? -how important is the news? -working relationship -getting attention -organizational preferences
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what are all of the planning considerations needed when choosing if you should use the direct or indirect approach for writing a negative message?
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what you say before giving the bad news out
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buffer
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-alternative approaches -establish credibility- reasons because of sales drop, etc. -audience characteristics -communication etiquette -respect audience
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What should you also consider when writing negative messages?
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-respectful -relevant -neutral -transitional
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What characteristics must you have when opening with a buffer (what you say before giving the bad news out)
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-agreement -appreciation -good news
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what are some different types of buffers (what you say before giving the bad news out)?
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finding a point at which you and the reader share similar views
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when should you use the agreement buffer (what you say before giving the bad news out)?
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we both know that change is hard
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name one example of an agreement buffer?
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when expressing sincere thanks for receiving something
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when should you use the appreciation buffer?
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Your scholarship for four years of free tuition at a university arrived yesterday. Thank you.
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name one example of an appreciation buffer?
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when starting with your part of the message that is favorable
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when should you use the good news buffer (what you say before giving the bad news out)?
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Since most of you drive electric cars, it won't be as big of a deal for you to have to drive 30 miles north to a Michaels store
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name one example of a good news buffer?
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-establish common ground with reader, -validate concerns prompting original request without promising positive answer
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How can you make buffer statements effective?
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-no misleading -minimum space to be used -subordinate bad news in compound or complex sentences -put bad news in the middle of a paragraph, or use parenthical expressions
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name four different ways to clearly state the bad news?
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Instead of saying "I must refuse your request," use "I will be out of town the day you need me."
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How do you clearly state the bad news?
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when the bad news involves low emotional involvement
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when should you use the direct approach?
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when the bad news involves high emotional involvement
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when should you use the indirect approach?
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free coffee stations are being removed from each floor in the building.
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name one good example of when you should use the direct approach?
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back the negative up with the positive
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how should you use the direct approach?
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If the business is being moved 30 miles north from our current location
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name one good example of when you should use the indirect approach?
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sugarcoat the bad news
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how do you use the indirect approach?
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by determining whether you would use the: -direct approach -indirect approach, or -face to face communication
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how do you state the reasons and additional info behind stating the bad news?
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positive words. e.g. Instead of saying "Your request doesn't make any sense," say "Please clarify your request."
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when completing your bad news message, you must choose what, and name an example of what you much choose?
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on a respectful note
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how do you close bad news messages?
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look to the future, build goodwill, avoid negativity, maintain correspondance, remain optimistic, practice sincerity, then suggest action
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How do you close bad news messages on a polite note?
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-laws and regulations -careful of apologizing -creates guilt -human impact -emotional reactions
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how do you maintain high standards of ethics and etiquette in a bad news message?
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-distort messages -have it make sense -whistleblowing -tattling- telling on someone -self-control -control yourself
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name three challenges associated with negative business messages?
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this involves telling on someone
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whistleblowing
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-routine business -expect them to respect, favor respect -social media -monitor it -address it publically -crisis communication -big oil spill -mass shooting -who's your point person in crisis? Have a plan.
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name three organizational business messages?
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this involves expecting them to respect and favor respect
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routine business message
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monitor them, address them publically
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social media message
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this involves having a plan to determine who's your point person in crisis
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crisis communication message
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-select approach -time mgmt -be polite, but firm -consider alternatives -don't imply for additional help
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what should you do when refusing routine requests?
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-consider apology -use communication goals to: -modify expectations -resolve the situation -repair the relationship
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how do you handle bad news about transactions if customer's expectations have been set?
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-avoid apology -use communication goals to: -modify expectations -resolve the situation -repair the relationship
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how do you handle bad news about transactions of customer's expectations have not been set?
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-courtesy and tact -indirect approach -understanding -explanation/refusal
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when refusing claims and requests for adjustment, what are some things to employ?
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-accepting blame -making accusations -emotional response -defaming others
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when refusing claims and requests for adjustment, what are some things to avoid?
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to damage the good reputation of someone
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defame
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-normal circumstances -crisis communication
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when sending negative organizational news, what are the two things to consider?
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crisis communication
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sometimes, you can/can't plan/announce what?
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-have crisis mgmt plan -operational procedures -tasks/responsiblilities -speak for company -contact key executives -identify media outlets
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what should you do when communicating in a crisis?
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-recommendations -job applications -performance reviews -termination
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name four different types of negative employment messages?
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when it's rejected
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when would a job application be a negative employment message?
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face-to-face medium
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what should you use for termination?
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-indirect approach -main idea -alternative considerations -positive note
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when you refuse requests for employee references and recommendation letters, how should you format the message?
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-increase in views -greater quantity -informal requests choose response -brief statement ok
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what happens when social network recommendation requests are refused?
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-limited recipients -reduced quantity -formal -complete letter expected
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what happens when traditional requests are refused?
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more seriously
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limited recipients in traditional requests should be taken what?
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-personalize the message -open with appreciation -convey negative news politely -avoid expectation rejections -don't make promises you can't keep -express sincere wishes
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when rejecting job applications, what should you do?
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you can get in legal trouble for it
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why can't you make promises you can't keep when rejecting job applications?
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-clarify job requirements -provide feedback -develop action plan
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how do you give out a negative performance review to improve requirements?
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-resolve problem, and -make it unbiased and objective
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when developing an action plan in a negative performance review, what should you do?
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-organizational values, and -organizational standards
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what should you also consider when improving performance in a negative performance review?
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-if possible, respond to all applications, even if you use only a form message to acknowledge receipt -if you use the direct approach, take care to avoid being blunt/cold -if you use the indirect approach, don't mislead the reader in buffer (what you say before giving the bad news out)/delay the bad news for more than a sentence or two -avoid explaining why the applicant was rejected -suggest alternatives if possible
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Describe successful strategies for sending negative employment-related messages when rejecting job applicants?
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-document performance problems throughout the yr -evaluate all employees consistently -keep job descriptions up to date as employee responsibilities change -maintain an objective/unbiased tone -use nonjudgmental language -focus on problem resolution -make sure negative feedback is documented and shared with emploee -don't avoid confrontations by withholding negative feedback -ask employee for commitment to improve
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describe successful strategies for sending negative employment-related messages when giving negative performance reviews?
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-state reasons accurately and make sure they're objectively verifable -avoid statements that might expose company to a wrongful termination lawsuit -consult company lawyers to clarify all terms of the separation -deliver letter in person if possible -end relationship on terms as positive as possible.
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describe successful strategies for sending negative employment-related messages when terminating employment?
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when the bad news involves high stakes (high share of investment in the business going away)
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when should you use face-to-face communication for bad news?
