管理沟通双语Chap011课件.ppt

1、McGraw-Hill/Irwin Copyright 2009 by The McGraw-Hill Companies,All Rights Reserved.11-2Negative Messages OverviewPurposesOrganizingPartsToneAlternatives StrategiesVarieties11-3Negative Message Information conveyed is negative Audiences reaction is negative Message does not benefit them Usually they e

2、xperience disappointment or anger VarietiesRejections,refusalsPolicy changes not benefiting customerPoor performance appraisalsDisciplinary noticesInsulting,intrusive requestsProduct recalls11-4Primary Purposes To give reader negative news To have receiver read,understand,and accept message To maint

3、ain as much goodwill as possible11-5Secondary Purposes To build good image of writer To build good image of writers organization To avoid future messages on same subject;save audiences time11-6Purposes Want audience to feel They have been taken serious Your decision is fair and reasonable If they we

4、re in your situation,they would make the same decision11-7Organizing Negative Messages:Clients&Customers1.When you have a reason that the audience will understand and accept,give the reason before the refusal2.Give the negative information,just once3.Present an alternative or compromise4.End with po

5、sitive forward-looking statement11-8Organizing Negative Messages:Superiors1.Describe problem clearly2.Tell how it happened3.Describe the options for fixing it4.Recommend a solution and ask for action11-9Organizing Negative Messages:Peers&Subordinates1.Describe problem objectively,clearly2.Present an

6、 alternative or compromise3.Ask for input or action,if you canMay suggest helpful solutionsAudience may accept outcomes better 11-10Context Crucial In Messages Do you and audience have good bond?Does organization treat people well?Has audience been warned about possible negatives?Has audience accept

7、ed criteria for decision?Will follow-ups build goodwill?11-11Parts of Negative Messages Subject lines Buffers Reasons Refusals Alternatives Endings Apologies11-12Parts:Subject Lines Put the topic,not the specific negative Use negative subject lines when Reader may ignore message Reader needs informa

8、tion Keep in mind not everyone reads all their messages Be cautious of neutral subject linesImportant Change11-13Parts:Buffers Bufferneutral or positive statement that delays the negative Use a buffer when Reader values harmony Buffer serves another purpose You can write good buffer11-14Parts:Buffer

9、s Five most common types of buffers Positives/good news Fact or chronology of events Reference to enclosures Thank the reader General principle11-15Parts:Reasons Clear,convincing reasons precede refusal Prepare audience for refusal Help audience accept refusal Dont hide behind company policy Show ho

10、w policy benefits audience If no benefit,omit policy from message11-16Part:Refusals Put refusal in with reason to deemphasize Implydont staterefusal if you can Make it crystal clear Finalize message on subject Dont write 2nd message to say no11-17Parts:Alternatives Offers way to get what reader want

11、s Shows you care about readers needs Returns readers psychological freedom(freedom of choice)Allows you to end on positive note11-18Parts:Endings Refer to a good alternative at end Best endings look to future Avoid insincere endings:Please let us know if we can be of further help.11-19Parts:Apologie

12、s Dont apologize If correcting only small error When not at fault Do apologize Only once Early in message Briefly Sincerely By focusing on how to correct situation11-20Tone in Negative Messages Toneimplied attitude of the author toward the reader and subject Show you took request seriously Use posit

13、ive emphasis and you-attitude Think about visual appearance Consider timing of message11-21Alternative Strategies Recast the situation As positive message As persuasive message11-22Varieties:Rejections&Refusals Requests from external audience Try to use a buffer Give specific reasons Give alternativ

14、e,if any Requests from internal audience Use knowledge of culture,individual to craft reply11-23Varieties:Disciplinary Notices&Performance Appraisals Present directlyno buffer Cite specific observations of behavior Not inferences Include dates,quantities State when employee may return to work,if disciplinary action is taken11-24Varieties:Layoffs&Firings If company likely to fold,tell early Give honest reasons for firing Unrelated face-saving reason may create legal liability Avoid broadcasting reasons to avoid defamation lawsuit Deliver orally;backup in writing