商务与管理沟通第八单元课件.pptVIP

Chapter 8 Negative Messages Purposes of negative messages Subject lines for negative messages How to organize negative messages Parts of the negative messages How to deal with apologies Varieties of negative messages Solving sample problems Purposes of Negative Messages Primary purposes: to give the reader the bad news. to have the reader read, understand, and accept the message to maintain as much goodwill as possible secondary purposes: to build a good image of the writer and the organization to reduce or eliminate future correspondence on the same subject so that the message doesn’t create more work for the writer. Subject Lines for Negative Messages When you write to superiors, use a subject line that focuses on solving the problem. When you write to peers and subordinates, put the topic (but not your action on it) in the subject line. When you write to people you know well, exaggerated subject lines are accepted. Organizing Negative Messages How to organize negative letters 1. When you have a reason that readers will understand and accept, give the reason before the refusal. 2. Give the negative information or refusal just once, clearly. 3. Present an alternative or compromise, if one is available. 4. End with a positive, forward-looking statement. Organizing Negative Messages How to organize negative memos to superiors 1. Describe the problem. 2. Tell how it happened. 3. Tescribe the options for fixing it. 4. Recommend a solution and ask for action. Organizing Negative Messages How to organize negative memos to peers and subordinates 1. Describe the problem. 2. Present an alternative or compromise, if one is available. 3. If possible, ask for input or action. Parts of the Negative Messages Buffers Reasons Alternatives Endings Parts of the Negative Messages buffers: definition of a buffer Buffer is