9/12/2021

PPT

Module 11

Negative Messages

McGraw-Hill/Irwin ©2007, The McGraw-Hill Companies, All Rights Reserved.

11-1

Negative Messages

To learn how to

 Give bad news while retaining
goodwill.
 Continue to write effective subject
lines.
 Organize negative messages.
 Write buffers.

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11-2

Negative Messages

To learn how to

 Write common kinds of negative
messages.
 Continue to analyze business
communication situations.

11-3

Negative Messages

Start by answering these questions:

 What’s the best subject line for a
negative message?
 How should I organize negative
messages?
 When should I consider using a
buffer?

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11-4

Negative Messages

Start by answering these questions:

 What are the most common kinds of
negative messages?
 How can PAIBOC help me write
negative messages?

11-5

Negative Messages Include

Rejections and refusals.

Policy changes that don’t benefit
customers.
Insulting or intrusive requests.
Negative performance appraisals.
Product recalls.

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11-6

Purposes of Negative Messages

Primary Purposes
 To give the reader bad news.
 To have the reader read,
understand, and accept the
message.
 To maintain as much goodwill as
possible.

11-7

Purposes of Negative Messages

continued

Secondary Purposes
 To build a good image of the writer.
 To build a good image of the writer’s
organization.
 To reduce or eliminate future
correspondence on the same subject.

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11-8

For Bad News to Customers

Give the reason for the refusal

before the refusal itself when
readers will understand and
accept the reason.
Give the negative just once,
clearly.

11-9

For Bad News to Customers

continued

Present an
alternative or
compromise, if one
is available.
End with a
positive, forward-
looking statement.

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11-10

Alternatives

Offer the reader another way to

get what’s wanted.
Suggest the writer really cares
about the reader.
Enable the reader to reestablish
psychological freedom.
Allow you to end on a positive
note.

11-11

For Bad News to Superiors

Describe the problem.

Tell how it happened.
Describe the options
for fixing it.
Recommend a
solution and ask for
action.

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11-12

For Bad News to Subordinates

Describe the problem.

If possible, ask for

input or action.

Present an alternative
or compromise, if one
is available.

11-13

Influences on Audience
Reaction
Do you and the readers have a
good relationship?
Does the organization treat people
well?
Have readers been warned of
possible negatives?

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11-14

Influences on Audience
Reaction continued
Have readers “bought into” the
criteria for the decision?
Do communications after the
negative build goodwill?

11-15

Types of Buffers

Start with any good news or positive

elements the letter contains.
State a fact or provide a chronology of
events.
Refer to enclosures in the letter.
Thank the reader for something he or
she has done.
State a general principle.

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11-16

Three Difficult Negative

Messages
Rejections and Refusals

Disciplinary Notices and Negative

Performance Appraisals

Layoffs and Firings