Chapter 8

Negative Messages

Student slides Business Communication Ch 8 - 1

Krizan, Merrier, Logan, &
 Learning Objective 1

Describe the nature of negative

messages.

Student slides Business Communication Ch 8 - 2

Krizan, Merrier, Logan, &
 Negative Messages
Likelyto be viewed as
unpleasant, disappointing, or
unfavorable by the receiver
A challenge to compose
An opportunity to resolve a
business problem

Student slides Business Communication Ch 8 - 3

Krizan, Merrier, Logan, &
 Learning Objective 2

Explain the reasons to choose the

indirect plan or the direct plan for
negative messages.

Student slides Business Communication Ch 8 - 4

Krizan, Merrier, Logan, &
 Indirect versus Direct Plan
Indirect Plan Direct Plan
 Receiver expects  The message is routine
positive response. and negative but not
 The message may be upsetting to the receiver.
 You wish to emphasize the
upsetting or
disappointing to the negative information.
receiver.  The receiver already knows

 The receiver prefers or expects the negative

news.
indirect
 The receiver prefers the
communication.
direct style.
Student slides Business Communication Ch 8 - 5
Krizan, Merrier, Logan, &
 Learning Objective 3

Describe the five specific

guidelines for appropriate use of
the indirect plan.

Student slides Business Communication Ch 8 - 6

Krizan, Merrier, Logan, &
 Indirect Plan Use
Opening buffer
Logical explanation
Negative information
Constructive follow-up
Friendly close

Student slides Business Communication Ch 8 - 7

Krizan, Merrier, Logan, &
 Learning Objective 4

Prepare effective negative

messages for a variety of
purposes using the indirect plan.

Student slides Business Communication Ch 8 - 8

Krizan, Merrier, Logan, &
 Negative Message Construction
Use the you-viewpoint
Follow the indirect plan
 Opening buffer
 Logical explanation

 Negative information

 Constructive follow-up

 Friendly close

Student slides Business Communication Ch 8 - 9

Krizan, Merrier, Logan, &
 Learning Objective 5

Describe the guidelines for

appropriate use of the direct
plan.

Student slides Business Communication Ch 8 - 10

Krizan, Merrier, Logan, &
 The Direct Plan
Steps
 Present the main topic in the first
sentence
 Follow with an explanation
 Include a constructive follow-up
 Add a friendly close

Student slides Business Communication Ch 8 - 11

Krizan, Merrier, Logan, &
 The Direct Plan Usage
Routine negative messages that
will not be upsetting

When the receiver’s preference

is for direct messages

Student slides Business Communication Ch 8 - 12

Krizan, Merrier, Logan, &
 Learning Objective 6

Prepare effective negative

messages for a variety of
purposes using the direct plan.

Student slides Business Communication Ch 8 - 13

Krizan, Merrier, Logan, &
 Direct Plan Negative Messages

Use the direct plan when

appropriate to the receiver and
the situation.
Use the direct plan for negative
messages that are expected or
not upsetting to the receiver.

Student slides Business Communication Ch 8 - 14

Krizan, Merrier, Logan, &