NEGATIVE MESSAGES

Learning Objectives

How to deliver bad news Causes of legal problems in business writing Components of bad news message Comparing direct and indirect pattern for

breaking bad news Strategy for negative messages to customers

and with in organization

Definition of Negative Messages

A negative message is any message to which the reader will have an unpleasant emotional reaction

Can be an opportunity to resolve a business problem successfully

“To be agreeable while disagreeing – that’s an art.’’ Malcolm Forbes

GOALS IN COMMUNICATING BAD NEWS

Acceptance

Positive Image

Message Clarity

Protection

USING DIRECT OR INDIRECT PLAN

Consider these questions What message does the reader expect? How will the reader respond emotionally to the

negative message? Will it affect the individual’s ego or self esteem?

USING INDIRECT PATTERN

Revealing bad news indirectly shows sensitivity to reader

Bad news is generally better when broken gradually

By preparing the reader you soften the impact

FOUR-PART INDIRECT PATTERN FOR BAD NEWS

Buffer – Start with a neutral but meaningful statement

Reasons – Give an explanation of the causes for the bad news

Bad news – Provide the bad news clearly

Closing – Include a personalized forward-looking, pleasant statement

AVOIDING THREE CAUSES OF LEGAL PROBLEMS

Abusive Language – Avoid calling people by bad names

Careless Language – Avoid making potentially damaging statements & Be wary of giving more information than you intend

The Good-Guy Syndrome – Do not twist the facts and realities in delivering negative messages in fear of becoming the bad guy

DELEVERING BAD NEWS SENSITIVELY BUFFERING THE OPENING

Best news Compliment Appreciation Facts Understanding Apology

PRESENTING THE REASONS

Cautious Explanation Citing Reader or other Benefits Explaining Company Policy Use the Passive Voice Highlight the Positives

CUSHIONING THE BAD NEWS

Positioning the Bad News Passive Voice Implying the Refusal Compromise

CLOSING PLEASENTLY

Forward look Alternative Good wishes Freebies Sales promotion

WHEN TO USE THE DIRECT PATTERN

When the receiver may overlook the bad news

When organization policy suggests directness

When the receiver prefers directness

When the negative information needs to be emphasized

When the bad news is not damaging

REFUSING A REQUEST

PRE-WRITING

Analyze the purpose

Anticipate the audience

Adaptability

WRITING

Research the necessary data

Organize the matter carefully

Compose the first draft

REVISING

Respect the reader by softening the tone but don’t be apologetic

Proofread the message carefully and avoid spelling of troublesome words

Evaluate that will the reader accept the refusal through this message?

DECLINING INVITATIONS

Say bit more than I can’t or I don’t Unless the reasons are confidential or business

secrets, try to explain them Make special effort to soften the refusal

SENDING BAD NEWS TO CUSTOMERS

Don’t blame customers, even they are wrong

Consider some alternatives to rebuild the customer’s confidence

Try to maintain the goodwill of the company

Avoiding language that causes hard feeling

Avoiding disclosure that could cause lawsuit

ANNOUNCING BAD NEWS TO EMPLOYEES

Use the indirect pattern with inside organization to announce bad news

Provide clear reasons helps in lessen its impact

Be honest with employees

SAYING NO TO JOB APPLICANTS

Keep the message simple Don’t give unnecessary reasons Proofread the message in order to avoid any

lawsuits

CONLCUSION

Goals of delivering negative messages Causes of legal problems in writing negative

messages Components of bad-news message Choosing from direct & indirect pattern Refusing of routine requests Refusing customers, but keeping the goodwill Announcing Bad news in organization