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©2007 McGraw-Hill Ryerson Limited. All rights reserved. MODULE 12 Negative Messages

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Page 1: ©2007 McGraw-Hill Ryerson Limited. All rights reserved. MODULE 12 Negative Messages

©2007 McGraw-Hill Ryerson Limited. All rights

reserved.

MODULE 12Negative Messages

Page 2: ©2007 McGraw-Hill Ryerson Limited. All rights reserved. MODULE 12 Negative Messages

©2007 McGraw-Hill Ryerson Limited. All

rights reserved.

Module 12

Skills to

• Organize negative messages

• Give bad news while retaining goodwill

• Write common kinds of negative messages

• Further analyze business communication

situations

Page 3: ©2007 McGraw-Hill Ryerson Limited. All rights reserved. MODULE 12 Negative Messages

©2007 McGraw-Hill Ryerson Limited. All

rights reserved.

Module 12 Outline

• How should I organize negative messages?

• What are the most common kinds of

negative messages?

• What’s the best subject line for a negative

message?

• How can PAIBOC help me write negative

messages?

Page 4: ©2007 McGraw-Hill Ryerson Limited. All rights reserved. MODULE 12 Negative Messages

©2007 McGraw-Hill Ryerson Limited. All

rights reserved.

• Rejections and refusals

• Policy changes that don’t benefit

customers

• Insulting or intrusive requests

• Negative performance appraisals

• Product recalls or defect notices

Types of Negative Messages

Page 5: ©2007 McGraw-Hill Ryerson Limited. All rights reserved. MODULE 12 Negative Messages

©2007 McGraw-Hill Ryerson Limited. All

rights reserved.

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

Negative Messages

Page 6: ©2007 McGraw-Hill Ryerson Limited. All rights reserved. MODULE 12 Negative Messages

©2007 McGraw-Hill Ryerson Limited. All

rights reserved.

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

Negative Messages

Page 7: ©2007 McGraw-Hill Ryerson Limited. All rights reserved. MODULE 12 Negative Messages

©2007 McGraw-Hill Ryerson Limited. All

rights reserved.

The message may be negative but the

readers should still feel several positives:

•They have been taken seriously

•Your decision is fair and reasonable

•If they had to, they would make the same

decision

Negative Messages

Page 8: ©2007 McGraw-Hill Ryerson Limited. All rights reserved. MODULE 12 Negative Messages

©2007 McGraw-Hill Ryerson Limited. All

rights reserved.

For Bad News to Customers

• Start with a neutral statement or buffer

• Give the reason for the refusal

• Give the negative just once, clearly

• Present an alternative or compromise

• End with a positive, forward-looking

statement

Negative Messages

Page 9: ©2007 McGraw-Hill Ryerson Limited. All rights reserved. MODULE 12 Negative Messages

©2007 McGraw-Hill Ryerson Limited. All

rights reserved.

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

Negative Messages

Page 10: ©2007 McGraw-Hill Ryerson Limited. All rights reserved. MODULE 12 Negative Messages

©2007 McGraw-Hill Ryerson Limited. All

rights reserved.

Alternatives • Offer the reader another way to get what he or

she wants.

• Suggest that the writer really cares about the

reader.

• Enable the reader to reestablish psychological

freedom.

• End on a positive note.

Negative Messages

Page 11: ©2007 McGraw-Hill Ryerson Limited. All rights reserved. MODULE 12 Negative Messages

©2007 McGraw-Hill Ryerson Limited. All

rights reserved.

Bad News to Superiors

• Describe the problem

• Explain how it happened

• Describe the options for fixing it

• Recommend a solution and ask for action

Negative Messages

Page 12: ©2007 McGraw-Hill Ryerson Limited. All rights reserved. MODULE 12 Negative Messages

©2007 McGraw-Hill Ryerson Limited. All

rights reserved.

Bad News to Peers & Subordinates

•Describe the problem

•Present an alternative or compromise, if one

is available

•Ask for input or action, if possible

Negative Messages

Page 13: ©2007 McGraw-Hill Ryerson Limited. All rights reserved. MODULE 12 Negative Messages

©2007 McGraw-Hill Ryerson Limited. All

rights reserved.

• Do you have a good relationship with the audience?

• Does the organization treat people well? • Have readers been warned of possible

negatives? • Have readers “bought into” the criteria for the

decision? • Do communications after the negative build

goodwill?

Influences on Audience Reaction

Page 14: ©2007 McGraw-Hill Ryerson Limited. All rights reserved. MODULE 12 Negative Messages

©2007 McGraw-Hill Ryerson Limited. All

rights reserved.

Three Common Negative Messages

• Rejections and refusals

• Disciplinary notices and negative

performance appraisals

• Layoffs and firings

Negative Messages

Page 15: ©2007 McGraw-Hill Ryerson Limited. All rights reserved. MODULE 12 Negative Messages

©2007 McGraw-Hill Ryerson Limited. All

rights reserved.

Subject Lines • Omit a subject line in negative letters

• Use a negative subject line only if you think the

letter may be ignored

• Use a subject line that focuses on solutions, not

problems

Negative Messages

Page 16: ©2007 McGraw-Hill Ryerson Limited. All rights reserved. MODULE 12 Negative Messages

©2007 McGraw-Hill Ryerson Limited. All

rights reserved.

Negative Messages

P What are your purposes in writing? A Who is (are) your audience(s)? I What information must your message

include? B What reasons or reader benefits can you use

to support your position? O What objections can you expect your

reader(s) to have? C How will the context affect reader response?


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