商务英语与沟通（英文版第8版） 课件 第8章　撰写负面信息

BusinessCommunicationEssentialsEighthEdition,GlobalEditionChapter8WritingNegativeMessagesCopyright©2020PearsonEducationLtd.AllRightsReserved.LearningObjectives(1of2)8.1Applythethree-stepwritingprocesstonegativemessages.8.2Explainhowtousethedirectapproacheffectivelywhenconveyingnegativenews.8.3Explainhowtousetheindirectapproacheffectivelywhenconveyingnegativenews,andexplainhowtoavoidethicalproblemswhenusingthisapproach.LearningObjectives(2of2)8.4Describesuccessfulstrategiesforsendingnegativemessagesonroutinebusinessmatters.8.5Describesuccessfulstrategiesforsendingnegativeemployment-relatedmessages.8.6Listtheimportantpointstoconsiderwhenconveyingnegativeorganizationalnews.8.7Describeaneffectivestrategyforrespondingtonegativeinformationinasocialmediaenvironment.UsingtheThree-StepWritingProcessforNegativeMessagesLO8.1Applythethree-stepwritingprocesstonegativemessages.GoalsofNegativeMessagesConveytheBadNewsGainAcceptanceoftheNewsPreserveGoodwillMaintainorRepairReputationReduceofEliminateFutureCorrespondenceonIssueStep1:PlanningNegativeMessagesPlanningElementsConsiderYourAudienceandPurposeGathertheInformationYouNeedChoosetheRightMediaandChannelChoosetheBestApproachChoosingtheApproachDoYouNeedtoGet

theReader’s

Attention?DoestheReader

PreferaDirect

Approach?HowImportantIsthe

NewstotheReader?WilltheNegative

NewsComeasa

Shock?Step2:WritingNegativeMessagesWritingElementsWritewithClarityandSensitivityClarifyYourQualificationsObserveCommunicationEtiquetteChoosePositive,ProductiveWordsStep3:CompletingNegativeMessagesCompletingElementsReviseYourContentProduceProfessional

DocumentsProofreadYourWork

CarefullyDeliverMessages

PromptlySummaryofDiscussion(1of7)Inthissection,wediscussedthefollowing:Step1:PlanningNegativeMessagesChoosingtheApproachStep2:WritingNegativeMessagesStep3:CompletingNegativeMessagesThenextsectionwillcoverUsingtheDirectApproachforNegativeMessages.UsingtheDirectApproachforNegativeMessagesLO8.2Explainhowtousethedirectapproacheffectivelywhenconveyingnegativenews.OpeningwithaClearStatementoftheBadNewsUsetheIntroductoryParagraphAvoidBeingOverlyBluntTransitionintotheNewsStateWhyYou’reWriting,IfNeededProvidingReasonsandAdditionalInformationExplainWhytheNewsIsNegativeConsidertheNatureoftheNewsAssessYourRelationshipwithReadersDetermineWhethertoApologizeClosingonaRespectfulNoteShowRespectfortheRecipientConsiderAlternativeSolutionsTrytoIncludePositiveStatementsAvoidCreatingFalseHopesSummaryofDiscussion(2of7)Inthissection,wediscussedthefollowing:OpeningwithaClearStatementoftheBadNewsProvidingReasonsandAdditionalInformationClosingonaRespectfulNoteThenextsectionwillcoverUsingtheIndirectApproachforNegativeMessages.UsingtheIndirectApproachforNegativeMessagesLO8.3Explainhowtousetheindirectapproacheffectivelywhenconveyingnegativenews,andexplainhowtoavoidethicalproblemswhenusingthisapproach.OpeningwithaBufferNeutralStatementExpressYour

AppreciationAssureYourReaderShowThatYou

UnderstandIntroducetheSubject

MatterEstablishCommon

GroundProvideReasonsandAdditionalInformationIntroduceNegativePointsGraduallyProvideConcise,SufficientDetailsDon’tHideBehindCompanyPolicyContinuewithaClearStatementoftheBadNewsDeemphasizetheBadNewsUseaConditionalStatementStressWhatYouCanDoorHaveDoneCloseonaRespectfulNoteAvoidanUncertainConclusionLimitFutureCorrespondenceExpressOptimism,ifAppropriateBeSincereandAvoidClichésSummaryofDiscussion(3of7)Inthissection,wediscussedthefollowing:OpeningwithaBufferProvidingReasonsandAdditionalInformationContinuingwithaClearStatementoftheBadNewsClosingonaRespectfulNoteThenextsectionwillcoverSendingNegativeMessagesonRoutineBusinessMatters.SendingNegativeMessagesonRoutineBusinessMattersLO8.4Describesuccessfulstrategiesforsendingnegativemessagesonroutinebusinessmatters.MakingNegativeAnnouncementsonRoutineBusinessMattersOpenwithaBufferAdvanceYourReasoningDelivertheAnnouncementClosetheMessageAppropriatelyRejectingSuggestionsandProposalsRefusingRoutineRequestsManageYourTime

CarefullyIftheMatter’s

Closed,SaySoOfferAlternatives,

ifPossibleDon’tImplyFurther

AssistanceHandlingBadNewsAboutTransactionsTheseMessages

HaveThreeGoalsModifythe

Customer’s

ExpectationsExplainYourPlan

ofActionRepairthe

Business

RelationshipRefusingClaimsandRequestsforAdjustmentsEmployThesePositiveToneUnderstandingExplanations,FactsAppropriateCloseAvoid

TheseNegativeToneAccusationsAbusiveLanguageAngerorMaliceSummaryofDiscussion(4of7)Inthissection,wediscussedthefollowing:MakingUnexpectedNegativeAnnouncementsRejectingSuggestionsandProposalsRefusingRoutineRequestsHandlingBadNewsAboutTransactionsRefusingClaimsandRequestsforAdjustmentsThenextsectionwillcoverSendingNegativeEmploymentMessages.SendingNegativeEmploymentMessagesLO8.5Describesuccessfulstrategiesforsendingnegativeemployment-relatedmessages.RefusingRequestsforRecommendations(1of2)RequestedbyEmployersConcisenessDirectnessRequestedbyEmployeesDiplomacyPreparationRefusingRequestsfor

Recommendations(2of2)IfYouAreinaPositionto,ButChooseNotto:DisqualifyyourselfSuggestanAlternativeTakeaMentoringApproachExplainYourPersonalPolicyRefusingSocialNetworkingRecommendationRequestsThreeBasicApproachesIgnoringRefrainingRespondingRejectingJobApplicationsPersonalizetheMessageExpressYourAppreciationRemainCourteousand

PoliteAvoidOfferingExplanationsDon’tImplyFuture

ConsiderationClosewithaPositive,

CourteousToneGivingNegativePerformanceReviewsDocumentPerformanceBasedonEvidenceDon’tFocusJustonNegativeElementsMakeItaConversationDon’tAvoidDifficultTopicsMatchWrittenandOralCommunicationEvaluateAllEmployeesConsistentlyBeCalmandObjectiveFocusonWaystoImproveTerminatingEmploymentBeClearandObjectiveBeSpecificAstoReasonsPresentReasonsDon’tDiscriminateObeyPolicy&LawAvoidInsultsSeekAdviceDeliverinPersonBePreparedforQuestionsAvoidSurprisesSummaryofDiscussion(5of7)Inthissection,wediscussedthefollowing:RefusingRequestsforRecommendationsRefusingSocialNetworkingRecommendationsRejectingJobApplicationsGivingNegativePerformanceReviewsTerminatingEmploymentThenextsectionwillcoverSendingNegativeOrganizationalNews.SendingNegativeOrganizationalNewsLO8.6Listtheimportantpointstoconsiderwhenconveyingnegativeorganizationalnews.GuidelinesforNegativeAnnouncements(1of2)MatchtheApproachtotheSituationConsidertheNeedsofEachGroupMinimizetheElementofSurprisePlanandManageaResponseGuidelinesforNegativeAnnouncements

(2of2)BePositiveButNot

FalselyOptimisticSeektheAdviceof

ExpertsUseMultiple

ChannelstoReach

OutBeOpenand

TransparentSummaryofDiscussion(6of7)