Chapter 11: Writing Negative Messages

Question 1

What are the five goals of Negative Communication?

Answer 1

1. Convey the bad News
2. Gain Acceptance of the bad news
3. Maintain Audience Goodwill
4. Maintain Good Image for Organization
5. Reduce the Need for Future Correspondence on the matter

Question 2

What should you do in the planning stage of Negative communication?

Answer 2

1. Analyse the situation- consider the audience, context
2. Ensure the purpose is specific, necessary, and appropriate for the medium you’ve chosen.
3. Define Main Idea
4. Choose Approach-
   
   • Direct: Open with bad news, present reasons, end on a positive note
   • Indirect: Open with Buffer, Gives reasons, then bad news

Question 3

Hoe do you know when to use direct or indirect approach?

Answer 3

Generally- Indirect is used, but:

Want to Get attention- Direct
News Not Shocking- Direct
News is Shocking- Indirect

But use to audience’s preference (which you would get in planning step)

Question 4

What do you do in the writing step of negative communication?

Answer 4

1. Establish credibility (clarify qualifications) so reader doesn’t question your authority/ability.
2. Use language that shows respect and avoids accusing tone
3. Integrate positive words to ease the disappointment

Question 5

What do you do in the completing step of negative communication?

Answer 5

1. Revise for clarity, completeness and conciseness
2. Make docs clean and professional, proofread for any mistakes
3. Deliver messages promptly; withholding bad news is unethical and even illegal

Question 6

What are the 3 steps for using the direct approach effectively to communicate negative information?

Answer 6

1. Opening With a Clear Statement of the Bad News
2. Providing Reasons and Additional Information
3. Close on a respectful note

Question 7

What are the 4 steps to opening with a clear statement of the bad news?

Answer 7

1. State bad news at the beginning
2. Maintain calm, professional tone
3. Focues on the News Not on Individuals
4. Explain or remind the reader why you are writing If necessary

Question 8

What are the 2 steps in providing reasons and additional information for Direct approach?

Answer 8

1. Explain why the News is negative

2. Determine whether/not to apologize

Question 9

What are the 4 steps of Closing on a respectful note?

Answer 9

1. Sympathize, show them you understand the impact of the negative message
2. Consider offering realistic alternatives if appropriate
3. Include positive statements (don’t give false hope tho), but don’t use them to minimize/ eliminate the fact that something bad happened- look to balance as best as possible
4. Communicate How future mistakes will be avoided- shows sincerity in the apology, shows commitment to improve

Question 10

What are the 4 steps to effectively use the indirect approach when conveying negative info?

Answer 10

1. Opening With a buffer
2. Providing reasons and Additional Info
3. Continuing With Clear statement of Bad News
4. Close on a Respectful Note

Question 11

How do you open with a buffer?

Answer 11

• Can express appreciation for being considered, assure readers you’ve given attention to their request, or that you understand their needs.
• Be relevant (info should be connected to the news without giving away too much), and sincere
• Do not trivialize the reader’s concern, divert attention from the issue with insincere flattery/ irrelevant material
• Do not mislead them to think the message contains good news.

Question 12

What two things must you do in providing reasons and additional information in the Indirect Approach?

Answer 12

1. State reasons effectively so to lead readers to a conclusion before you even say it.
2. Avoid hiding behind company policy to cushion bad news. Share reasons behind company policy to give a more satisfying answer.

Question 13

What are the 3 ways in which we can continue with a clear statement of the bad news?

Answer 13

1. Handle Bad News Carefully
   -Minimize space or time used for bad news
   -Subordinate bad news in compound or complex sentence
   -Place bad news in the middle or use parenthetical expressions
   Eg. (Our Profits are down, which are only part of the picture)
2. Use a Conditional Statement (If Appropriate)
3. Emphasize what You Did, Not What you Cannot Do

Question 14

What are the 5 ways in which we can close on a respectful note?

Answer 14

1. Find Positive Angle
2. Avoid an Uncertain conclusion- if the deal is closed, that’s it
3. Manage Future Correspondence- Encourage additional communication only if you’re willing to discuss the situation further.
4. Express Optimism (If there’s a chance of improvement in the future)
5. Be sincere- Be honest in stating your intentions

Question 15

What are 3 important reasons for maintaining high standards of ethics and etiquette when delivering negative news?

Answer 15

1. It may be legally required to do so
2. Message may negatively impact the reader, so ethics (which implements care and sensitivity in dealing with these things) are needed
3. Following ethics and etiquette can help writers control emotions, and produce a message that considers the audience’s feelings. The audience will in turn have their emotions under control and produce a better reaction.

Question 16

What are the responsibilities of employees and managers in communicating negative news effectively?

Answer 16

Employees: Send negative news when necessary, in timely manner
Managers: Open communication and active listening, no punishing of employees who report wrongs

Question 17

What are the 5 examples of negative messages?

Answer 17

1. Making Negative announcements on Routine Business Matters
2. Rejecting Suggestions and Proposals
3. Refusing Routine Requests
4. Handling Bad News about Transactions
5. Refusing Claims

Question 18

What are the strategies for Making Negative Announcements on Routine Business Matters?

Answer 18

• Open with buffer
• Advance Your reasoning
• Announce the Change
• Close on Positive Note

Question 19

What are the strategies for Rejecting Suggestions and Proposals?

Answer 19

• Choose Approach based on Factors:
  - Is the Proposal Solicited or Unsolicited?
  - Is the Proposal from an Internal or External Source?
  - What is the Nature of Your relationship with the sender?

Consider these factors together, or whatever applies to the situation.
- Unsolicited External- may not require a response if there is no relationship. If so be direct

-Solicited external and internal- indirect- gives an explanation, preserves relationship better

Question 20

What are the strategies for Refusing Routine Requests( Mentioned in Chapter 10 excepting the recommendations- those are covered in objective 7)?

Answer 20

• Focus on the Most Important Relationships and Requests
• Choose Approach: Depends on situation/type of request
• Don’t leave a Closed Matter Open Ended (Don’t let audience think there is a chance when the deal is done)
• Offer Alternatives if possible, especially if relationship is important
• Only offer other assistance if available

Question 21

What are the 3 strategies for Handling Bad News About Transactions?

Answer 21

-Modify Customer’s expectations- If you set up expectations- give an explanation of what went wrong and apologize.
If none is set, simply explain what happened with less emphasis on the apology.

• Explain how you plan to resolve issue
• Repair Damage done to Business Relationship- discounts, incentives, etc.

Question 22

What are the strategies for Refusing Claims and Requests for Adjustments?

Answer 22

Do-

• Provide accurate info,
• Consult legal advisers (to understand circumstances in which to refuse, how to refuse legally),
• Communicate Honestly- let them know you have to refuse, do not mislead
• Emphasize a desire for a good future relationship

Don’t-

• Use abusive language
• Allow anger and malice to motivate you
• Use negative Tone
• Use Accusations.

Question 23

List the important points to consider when conveying negative organizational news.

Answer 23

1. How to communicate under normal circumstances
2. Responding to Negative Info in a Social Media Environment
3. Responding to Rumors and Countering Negative Info
4. Communicating in a Crisis

Question 24

What should you consider when communicating under normal circumstances (nothing out of the ordinary is happening)

Answer 24

1. Match the Approach to the Situation: Whether we use Direct or Indirect Approach depends on the situation and audience. General rule of thumb is to use Indirect approach when dealing with heavy news, but it is still left up to context.
2. Consider the Unique Information Needs of Each Group- Think about each party to be affected and how to tailor your message. Persons will want info on why this is happening, what to do now, possible alternatives,- Scotia Bank closure of Branch in Trelawny/St. Ann- message needed some alternatives, need reassurance
3. Give Each Audience Time to React- People need time to react and make decisions based on the negative info- Scotia Bank cant tell you they closing 1 day before
4. Give yourself enough time to Plan and Manage a Response- While giving audience time to react, you should have enough time to Ensure you are prepared for the questions, complaints and queries
5. Look For Positive Angles, but don’t exude false optimism: Try to look at the bright side without giving false hope: Eg. Ncu decides to not open school lack of means- positives of keeping everyone safe, showing their commitment in providing the best that they can for the students, invest in improving online experience.
6. Seek Expert Advice: Get specialists to help with technical, financial or legal elements of the message

Question 25

How do we go about responding to Negative Information In a Social Media Environment?

Answer 25

Engage Early, Engage Often: Before you experience rumors Build credibility with audience, build relationships- this will help to mitigate the effects of rumors

Monitor the Conversation

Evaluate Negative Messages: Evaluate the source, tone, and content. Determine their motive- trolls (cause conflict), ragers (ranting or telling jokes), the misguided (spreading incorrect info), and “unhappy customers”.

Respond Appropriately(and promptly): Don’t respond to “trolls” or “ragers”, respond to misguided with correct info, and respond to unhappy customers with ways to resolve their issues.

Question 26

How do you about responding to rumours and countering Negative Info?

Answer 26

• Respond to online rumours
• Countering False Information- use facts
• Defending Attacks on a Company’s Reputation- show company actions, stances, commitment to policies

Question 27

How to Communicate info in an organizational Crisis?

Answer 27

• First have a crisis management plan
• The Plan should:
  - Outline communication tasks and responsibilities (call making, handling emails etc.)
  - Who is authorized to speak for the company, provide contact info for key executives
  - List of Media outlets and social media tools that will be used to disseminate info

Question 28

What should employees and managers do when communicating negative messages to maintain etiquette and ethics?

Answer 28

Employees: send negative messages when necessary in a timely manner

Employer: Have open communication, actively listen, not punish employees for reporting wrongs

Both must exercise tact and diplomacy

Question 29

What are the strategies for Refusing Requests for Employee References and Recommendation Letters?

Answer 29

Refusing general requests for employee info- Implies refusal, uses positive language (highlight what they can do/give), polite ending

Refusing a direct request for a recommendation letter:

• Make positive comments on the reader’s recent activity (Indirect approach- buffer statement first- )
• Implies refusal
• Suggests an alternative
• Uses a polite close

Question 30

How do you go about Refusing Social Networking Recommendation Requests?

Answer 30

Ignore or Delete the Request

Refrain From Making Any Recommendations- can look at it, but simply not make the recommendation

Responding to the Request- let them know you cannot

Question 31

6 strategies in Rejecting Job Applications

Answer 31

Personalize with the Recipient’s Name

Open with Appreciation

Convey the News Politely and Concisely

Avoid Explanations

Don’t Imply the Application Will Be Reviewed Later

Close With Positive Wishes

Question 32

5 points to Giving Negative Performance Reviews

Answer 32

Document Performance Problems- can communicate clearly whats wrong, gives a definitive point to make decisions

Evaluate All Employees Consistently

Write in a Calm, Objective Voice

Focus on Opportunities for Improvement

Keep Job Descriptions Up to Date - so that workers will know what is expected of them. They can prepare themselves and ultimately perform each task more efficiently.

Question 33

6 Pointers to Terminating Employement

Answer 33

1. Clearly Present the Reasons- performance, decisions unrelated to performance
2. Present Reasons in a way that will not be taken as biased
3. Follow Company Policy and Applicable Laws
4. Avoid Personal Attacks or Insults
5. Have a Colleague Review the Letter
6. Deliver the Letter in Person- in meeting ensure privacy and no interruption

Question 34

What are 4 things to include when making a rejection letter? (do practice for writing this kind of letter)

Answer 34

Position, Company Name, Address

Full Name of Recipient, Position, company

Sign with Full Name, Position

Termination is done with Manager, Face to Face