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Negative
Messages
Module Eleven
©2014 The McGraw-Hill Companies, Inc. All rights reserved
McGraw-Hill/Irwin
Copyright © 2014 by The McGraw-Hill Companies, Inc. All rights reserved.
Learning Objectives
LO 11-1 Create subject lines for negative
messages.
LO 11-2 Apply strategies for informative and
positive message organization.
LO 11-3 Assess legal implications with
messages, especially negative ones.
11-2
Learning Objectives
LO 11-4 Identify situations for buffer use.
LO 11-5 List common kinds of negative
messages.
LO 11-6 Apply strategies for negative message
analysis with PAIBOC.
11-3
Negative Messages
 Rejections and refusals.
 Policy changes that don’t benefit customers.
 Insulting or intrusive requests.
 Negative performance appraisals.
 Product recalls.
11-4
Purposes of Negative Messages
 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.
11-5
Purposes of Negative Messages
 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.
11-6
What’s the best subject line for a
negative message?
 When you give bad
 When you write to
news to superiors,
peers and
use a subject line that
subordinates, put the
focuses on solving the
topic in the subject
problem.
line.
11-7
How should I organize
negative messages?
 Give the reason for the refusal before the
refusal itself when readers will understand
and accept the reason.
 Give the negative just once, clearly.
11-8
How should I organize
negative messages?
 Present an alternative or compromise, if
one is available.
 End with a positive, forward-looking
statement.
11-9
How to Organize a Negative Letter
11-10
How should I organize
negative messages?
 Deemphasize the
refusal by putting it in
the same paragraph
as the reason, rather
than in a paragraph
by itself.
11-11
Alternatives
 Offer the reader another way to get what’s
wanted.
 Suggest the writer really cares about the
reader.
 Enable the reader to reestablish
psychological freedom.
 Allow you to end on a positive note.
11-12
How should I organize
negative messages?
11-13
Legal Implications
 Any message that is recorded can be
subpoenaed in a legal case.
 Negative Internet posts have met with legal
challenges.
 Think about how a reasonable person might
interpret your words.
11-14
Giving Bad News to Superiors
1.
2.
3.
4.
Describe the problem.
Tell how it happened.
Describe the options for fixing it.
Recommend a solution and ask for action.
11-15
How to Organize a Negative Memo
to Your Superior
11-16
Giving Bad News to Peers and
Subordinates
1. Describe the problem.
2. Present an alternative or compromise, if
one is available.
3. If possible, ask for input or action.
11-17
How to Organize a Negative Memo to
Peers or Subordinates
11-18
Influences on Reader’s Reaction
 Do you and the readers have a good
relationship?
 Does the organization treat people well?
 Have readers been warned of possible
negatives?
11-19
Influences on Reader’s Reaction
 Have readers “bought into” the criteria for
the decision?
 Do communications after the negative build
goodwill?
11-20
A Negative Memo to Subordinates
11-21
When should I consider using a buffer?
 Buffer
 a neutral or positive
statement that allows
you to delay the
negative
11-22
Types of Buffers
1. Start with any good news or positive elements
the letter contains.
2. State a fact or provide a chronology of events.
3. Refer to enclosures in the letter.
4. Thank the reader for something he or she has
done.
5. State a general principle.
11-23
What are the most common kinds of
negative messages?
Rejections and Refusals
Disciplinary Notices and Negative
Performance Appraisals
Layoffs and Firings
11-24
Allocating Time in Writing a Negative
Memo (Your time may vary.)
11-25
Checklist for Negative Messages
11-26