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1、Copyright 2010 Pearson Education, Inc. publishing as Prentice Hall,Chapter 8 - 1,Writing Negative Messages,Copyright 2010 Pearson Education, Inc. publishing as Prentice Hall,Chapter 8 - 2,Goals of Negative Messages,Convey the message Ensure acceptance Promote goodwill Maintain a good corporate image
2、 Minimize future correspondence,Copyright 2010 Pearson Education, Inc. publishing as Prentice Hall,Chapter 8 - 3,The Three-Step Process,Copyright 2010 Pearson Education, Inc. publishing as Prentice Hall,Chapter 8 - 4,Choosing the Approach,Working Relationships,Getting Attention,Organizational Guidel
3、ines,Audience Reaction,Importance of the News,Audience Preferences,Copyright 2010 Pearson Education, Inc. publishing as Prentice Hall,Chapter 8 - 5,The Direct Approach,Flow of the Message,Bad NewsStep 1,ReasonsStep 2,Positive CloseStep 3,Substance of the Message,Copyright 2010 Pearson Education, Inc
4、. publishing as Prentice Hall,Chapter 8 - 6,The Indirect Approach,Flow of the Message,BufferStep 1,ReasonsStep 2,Bad NewsStep 3,Positive CloseStep 4,Bad NewsStep 3,Positive CloseStep 4,Substance of the Message,Copyright 2010 Pearson Education, Inc. publishing as Prentice Hall,Chapter 8 - 7,Open with
5、 a Buffer,Respectful,Transitional,Neutral,Relevant,Copyright 2010 Pearson Education, Inc. publishing as Prentice Hall,Chapter 8 - 8,Reasons and Information,Guide Readers Responses,Provide Enough Details,Explain Company Policy,Explanation Section,Copyright 2010 Pearson Education, Inc. publishing as P
6、rentice Hall,Chapter 8 - 9,Deliver the Bad News,Three Techniques,Courtesy,Clarity,Copyright 2010 Pearson Education, Inc. publishing as Prentice Hall,Chapter 8 - 10,Close on a Positive Note,Build Goodwill,Suggest Action,Look to the Future,Copyright 2010 Pearson Education, Inc. publishing as Prentice
7、Hall,Chapter 8 - 11,Types of Negative Messages,Copyright 2010 Pearson Education, Inc. publishing as Prentice Hall,Chapter 8 - 12,Routine Business Requests,Select the approach Manage your time Be polite but firm Consider alternatives Dont imply compliance,Copyright 2010 Pearson Education, Inc. publis
8、hing as Prentice Hall,Chapter 8 - 13,Status of Transactions,Customer Expectations,Have Been Set,Have Not Been Set,Copyright 2010 Pearson Education, Inc. publishing as Prentice Hall,Chapter 8 - 14,Claims and Adjustments,Things to Employ,Things to Avoid,Accepting Blame,Making Accusations,Being Negativ
9、e,Defaming Others,Courtesy and Tact,Indirect Approach,Understanding,Positive Attitude,Copyright 2010 Pearson Education, Inc. publishing as Prentice Hall,Chapter 8 - 15,Employment Messages,Copyright 2010 Pearson Education, Inc. publishing as Prentice Hall,Chapter 8 - 16,Recommendation Letters,Request
10、ed by Businesses,Requested by Individuals,Copyright 2010 Pearson Education, Inc. publishing as Prentice Hall,Chapter 8 - 17,Employment Applications,Copyright 2010 Pearson Education, Inc. publishing as Prentice Hall,Chapter 8 - 18,Performance Reviews,Organizational Standards,Organizational Values,Unb
11、iased and Objective,Problem Resolution,Copyright 2010 Pearson Education, Inc. publishing as Prentice Hall,Chapter 8 - 19,Negative Performance,Confront the problem Plan the message Respect privacy Stay focused Get a commitment,Copyright 2010 Pearson Education, Inc. publishing as Prentice Hall,Chapter
12、 8 - 20,Terminating Employment,Copyright 2010 Pearson Education, Inc. publishing as Prentice Hall,Chapter 8 - 21,Organizational News,Copyright 2010 Pearson Education, Inc. publishing as Prentice Hall,Chapter 8 - 22,Negative Announcements,Analyze the Situation,Consider Each Group,Minimize Surprises,Plan Your Response,Avoid False Optimism,Seek Expert Advice,Copyright 2010 Pearson Education, Inc. publishing as Prentice Hall,Chapter 8 - 23,Challenges of Social Media,
