Professional Writing: Chapter 5 - Writing Negative/Bad News Messages

Vocabulary flashcards covering the strategies, goals, and processes of writing professional bad-news messages based on University of Technology Sarawak lecture materials.

You-Attitude

A communication focus that prioritizes the recipients' concerns and benefits rather than the writer's internal convenience or problems.

Primary Goal of Bad-News Messages

To ensure the receiver understands the bad news, accepts it, and maintains a positive image of the writer and the organization.

Secondary Goals of Bad-News Messages

Objectives including reducing bad feelings, conveying fairness, eliminating future correspondence, and avoiding legal liability.

Three-Step Writing Process

A workflow for bad-news messages consisting of Planning, Writing, and Completing.

Step 1: Planning

The phase of analyzing the situation, considering the purpose, selecting the right medium, and deciding between a direct or indirect approach.

Step 2: Writing

The phase of being sensitive, choosing positive words, conveying respect, and avoiding an accusing tone.

Step 3: Completing

The phase of revising for conciseness, producing a quality layout, and proofreading for necessary corrections.

Direct Approach

A message structure that opens with a clear statement of the bad news, used when the news is routine, minor, expected, or when the audience prefers brevity.

Indirect Approach

A message structure that starts with a buffer and logical explanation before the bad news to soften the impact for emotionally involved or displeased audiences.

Buffer

A neutral or positive statement at the opening of an indirect message that establishes common ground and validates a request.

Abusive Language

A cause of legal problems involving the use of offensive terms, defamation, or slander.

Careless Language

A cause of legal problems resulting from damaging statements or messages that can be easily misinterpreted.

The 'Good-Guy Syndrome'

A legal risk occurring when a writer makes misleading or inaccurate statements in an attempt to be friendly or supportive.

Constructive Follow-Up

An element of the indirect approach where the writer provides suggestions, alternative solutions, or additional reasoning.

Logical Explanation

A justified, fair, and convincing reasoning for the bad news that avoids hiding behind company policy.

Order Refusal Writing Plan

A strategy that involves acknowledging the order, explaining the reasons for refusal, stating the refusal tactfully, and closing with interest in a continued relationship.