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Chapter 11
Writing Negative Messages
Copyright © 2014 Pearson Education, Inc. publishing as Prentice Hall 1Chapter 11 -
Plan the Message
Purpose
Medium
Audience
Approach
Copyright © 2014 Pearson Education, Inc. publishing as Prentice Hall 2Chapter 11 -
Write the Message
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•Clarity
•Sensitivity
•Credibility
•Etiquette
Complete the Message
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•Revising
•Producing
•Proofreading
•Delivering
The Direct Approach for Negative Messages
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State the Bad News
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•Clarity•Tone•Reminder
Explain the Bad News
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•Reasons•Information•Apology ??
Close the Message
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•Respect•Options•Actions
The Indirect Approach for Negative Messages
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The Indirect Approach
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1 Open with a Buffer Statement
Close on a Respectful Note4
Provide Reasons and Information2
Deliver the Negative News3
Open with a Buffer
Copyright © 2014 Pearson Education, Inc. publishing as Prentice Hall 11Chapter 11 -
• Neutral, non-controversial
statement closely related to
the point of the message.
(Everyone would agree you
have been a valuable
employee in our department.)
• Respectful
• Relevant
• Neutral
Present the Reasons
Copyright © 2014 Pearson Education, Inc. publishing as Prentice Hall 12Chapter 11 -
Positive or Neutral
Progressively Negative
The Main Idea
Justified, Fair, and Logical
Reasons and Information
State the Bad News
►Deemphasize the News- minimize space and time devoted to bad news/embed in middle of paragraph.
►Use a Conditional StatementImply audience might someday receive a favorable response. (We may be able to rehire you once the economy improves)
►Emphasize Positive AspectsWhat you can do not what you cannot do
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Close the Message
Copyright © 2014 Pearson Education, Inc. publishing as Prentice Hall 14Chapter 11 -
• Avoid Uncertainty – if decision is final don’t say “I hope you find the decision satisfactory.”
• Limit Correspondence - Limit future communications if don’t want to discuss further
• Express Optimism
• Be Sincere
