A

PRESENTATI

ON ON

NEGATIVE

MESSAGES1

NEGATIVE

MESSAGES“ A negative message is a

message written to convey an unpleasant and

unfavorable information without provoking the

annoyance of the readers.”

2

What are our goals or purpose of negative

message ?

To convey the bad news.

To gain acceptance for it.

To maintain as much good will as

possible.

To maintain a good image for our

organization.

To eliminate the need for future

correspondence on the matter, if

appropriate.

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Two approaches

DIRECT

INDIREC

T

State the bad news first

•State the bad news.

•Give reasons.

•End with a positive close.

Open with a buffer and

soften the impact•Begin with a buffer.

•Provide reasons & information.

•State the bad news.

•Close with confidence.

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The indirect approach

The following pattern of writing negative

message is followed:

Buffer Reasons Bad newsPositive

conclusion

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The buffer

A neutral or positive, non-controversial statement closely

related to the point of the message establishing common

ground with the reader.

•Thanks.

•Respectful.

•Relevant to situations or events.

•Neutral (implying neither yes or no).

•Providing smooth transition to the

reasons.

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Examples for buffer

Appreciation

Thank you for considering ABC as the

place to launch your career in

accounting.

Agreement

We both know how hard it is to make a

profit in this industry.

Cooperation

XYZ is here to smooth the way for restaurants

at the cutting edge of gourmet dining.

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Reasons and additional information

Lead the reader to your conclusion

before you say it straight out.

Maintain focus on the issues at hand and

defuse the emotions.

Avoid hiding behind company policy but

provide a reasonable explanation.

Provide enough detail but be concise.

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Clear statement of the

bad news1. De-emphasize

the bad news: present it shortly, in

the middle of a sentence or

paragraph.

2. Use a conditional to provide an

alternative.

3. Emphasize what you can do or

have done, rather than what you

cannot do.

Make sure that

audience understands

the message.

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Close on a positive noteExpress best wishes sincerely

Avoid a negative or uncertain conclusion.

(I trust our decision is satisfactory )

Be optimistic about the future.

Don't anticipate problems

(If you have further questions,

please write )

Don't show any doubt, about keeping

the person as a customer (We hope you will continue to do

business with us)

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Examples of Positive Language in a

Negative Message

I must refuse your request. I will be out of town on the day you

need me.

We must deny your application. The position has been filled.

We cannot afford to continue

the program.

The program will conclude on May 1.

We must reject your proposal. We've accepted the proposal from

AAA Builders.

Much as I would like to attend. Our budget meeting ends too late for

me to attend.

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