Ch. 11 Writing Negative Messages

Question 1

What are the five distinct goals when communicating negative information?

Answer 1

1. Convey the bad news
2. Gain acceptance for the bad news
3. Maintain as much goodwill as possible for your audience
4. To maintain a good image for your organization
5. Reduce or eliminate the need for future correspondence on the matter

Question 2

Three- step writing process for persuasive messages:

Answer 2

1. Plan

• Analyze: Demographics, Psychographics, and motivation
• Gather info
• Select media/channel (direct or indirect approach?)
• Organize info

2. Write

• Use positive/polite language
• Understanding cultural differences
• Sensitive to organizational cultures
• Establish credibility

3. Complete
   - Revise

Question 3

What should you consider when choosing an approach?

Answer 3

• Do you need to get the readers attention immediately?
• Does the recipient prefer a direct style of communication
• How important is this news to this reader?
• Will the bad news come as a shock?

Question 4

Using the directs approach for negative messages:

Answer 4

1. Come out and say it
2. Provide reasons and additional information
3. Close on a respectful note

Question 5

Using the indirect approach for negative messages:

Answer 5

1. Open with a buffer
2. Provide reasons and additional information
3. Continue with a clear statement of the bad news
4. Close on a respectful note

Question 6

Define: Buffer

Answer 6

A neutral, noncontroversial statement that establishes common ground with the reader

Question 7

What might a poorly written buffer do?

Answer 7

• Trivialize the readers concerns
• Divert attention form the problem with it insincere flattery or irrelevant material
• Mislead the reader

Question 8

To handle bad news carefully:

Answer 8

• Deemphasize the bad news
• Use a conditional statement (if, when)
• Tell what you did do, not what you didn’t do

Question 9

Why should you maintain high standards of ethics and etiquette?

Answer 9

1. A variety of laws and regulations dictate the content and delivery of many business messages with potentially negative content
2. Negative messages can have a significant negative impact on the lives of those receiving them

Question 10

Define: Whistleblowing

Answer 10

Expressing their concerns internally through company ethics hotlines - or externally through social media or the news media

Question 11

How should routine business matters usually be handled?

Answer 11

With the indirect approach because the news is unexpected

Question 12

What are some negative routine business matters?

Answer 12

• Rejecting suggestions and proposals
• Refusing routine requests (Usually direct approach, but indirect approach when the stakes are high)
• Handling bad news about transactions
• Refusing claims and requests for adjustment

Question 13

What are the goals when handling bad news about transactions?

Answer 13

1. Modify the customers expectations
2. Explain how you plan to resolve the situation
3. Repair whatever damage might have been done to the relationship