LIB300_Writing Negative Messages S1
- 1. WRITING NEGATIVE MESSAGES Week 4: Session 1
- 2. HOW DO YOU PREFER TO RECEIVE BAD NEWS?
- 3. No, you will not get your loan. No, you aren’t being hired. No, you didn’t get the scholarship. No, you aren’t accepted into the College of Business. No, I can’t give a donation. No, I can’t help you. No.
- 5. IMPORTANCE One of the most common types of communication in workplace is negative Performance reviews & evaluation Denials of requests Employment terminations, etc. Understanding how to deliver bad news is an important skill in any professional setting Can you deliver bad news and just get over with it? Depends on the purpose …->
- 6. PURPOSE Purposes will vary, but it is never easy as simply delivering bad news…. What is the purpose of the communication? Deliver bad news as quickly as possible? But what about…. Keeping the client? Keeping goodwill with the former employee? Ensuring no hard feelings among co- workers?
- 7. PURPOSE • Ensure understanding • Minimize blame • Maximize acceptance • Minimize communication after the fact Purpose must include all of the following
- 9. There are two ways of saying no to someone whom you believe to be far more superior than yourself. You can fail to reply, allow time and inertia to be on your side. Or you can say ‘no’ in such a subtle way that it befuddles him.
- 10. DIRECT METHOD • Why direct method isn’t a great approach to deliver negative news • Problem is human nature • Emotions block cognition • Direct method shocks the reader • Unable to rationalize • Lose goodwill • Enhance blame • Likely to contact after the fact
- 11. USE THE INDIRECT APPROACH… …when you need to let your audience “buy into” ideas they agree with or a problem they need to solve, before you present your solution. …if you need to soften the audience’s resistance and arouse their interest.
- 12. WHEN DELIVERING BAD NEWS… Allow diplomacy to take priority over conciseness and directness. Empathize with your reader. Examine your attitude – are you writing to win or to help? Communicate this. Use a you attitude – it’s all about your audience!
- 13. WHEN DELIVERING BAD NEWS… Select positive, courteous words. Be considerate, but not too subtle.
- 15. PHRASES THAT INFURIATE • I am writing to complain about… • I am dissatisfied with… • I was told… but in fact… • You promised… •I totally faIl to comprehend… • … a total waste of my time and money… • I demand…
- 16. FIVE GOALS OF NEGATIVE MESSAGES GIVE THE BAD NEWS ENSURE ITS ACCEPTANCE MAINTAIN READER’S GOODWILL MAINTAIN ORGANIZATIO N’S GOOD IMAGE REDUCE FUTURE CORRESPONDE NCE ON THE MATTER
- 17. SAMPLE:
- 18. CHOOSING POSITIVE WORDS Examples of Negative Phrasings Positive Alternatives Your request doesn’t make any sense. Please clarify your request We won’t be able to fix your car soon. Although it wasn’t our fault, there will be an unavoidable delay in your order. Due to unforeseen circumstances, I wont be able to attend your meeting. I regret the misunderstanding. I was shocked to learn that you’re unhappy. Unfortunately, we haven’t received your payment. Employees cannot park in the customer parking lot. The enclosed statement is wrong. . You can pick up your car next week. You will receive your order as soon as we receive the shipment from our supplier, which we expect to happen within 10 days. Because my flight has been delayed for 3 days, I will miss your meeting. I’ll do my best to be more clear from now on. Thank you for sharing your concerns about the service you received while shopping with us. Your payment hasn’t arrived yet. Employees should park in the employee parking area. Please recheck the enclosed statement
- 20. PRACTICE: INDIRECT LETTER WRITING Choose ONE of the scenarios below.Write negative news messages using an indirect approach, include all the necessary details. Scenario 1: •You are an academic counselor at a university where English is the first language. •A faculty member has informed you that a certain student is failing a class and needs to improve. •You know that the student has no parents, is paying tuition without help, and must work full-time. •Use the 4-paragraph format. •Write an indirect letter to the student, Approximately 150 words.
- 21. PRACTICE: INDIRECT LETTER WRITING Scenario 2: •Write a rejection letter to a hopeful applicant. •Your message should convey the information clearly and with tactful consideration for the applicant’s feelings. After an applicant named Carol DeCicco interviewed with Bradley Jackson, she was hopeful about receiving a job offer. Everything went well and her resume was in good shape. Communicate the bad news to Ms.DeCicco and let her understand that 1.) she would have been hired if she’d had extensive industry experience and 2.) she shouldn’t be discouraged. You should: 1.Buffers the upcoming bad news with a sincere thanks 2.Set the stage for bad news by explaining the context in which the decision was made. Presents bad news as a logical consequence of the decision-making process. 3.Moderate the bad news with honest and specific encouragement. 4.Close respectfully and positively.