Negative Messages

Shu Yi
Cambridge CELTA
BA (Hons) Business, UEL
Master of ELS, UM
 Goals in
Communicating Bad News
▪ Acceptance — strive to help receiver understand
and accept the bad news.
▪ Positive image — promote good image of yourself
and your organization.
▪ Message clarity — make the message so clear
that no further correspondence is necessary.
▪ Protection — avoid creating legal liability.
 The indirect strategy
allows you to prepare the reader before
delivering the bad news, thus softening the
impact of the bad news.

Bad
Buffer Reasons Closing
News
 Writing Plan for Breaking
Bad News to Employees

Buffer

▪ Offer a statement that does not mention the

bad news.
▪ Thank you for your hard work and dedication
to the company.
 Writing Plan for Breaking
Bad News to Employees

Buffer Reasons

▪ Give an explanation of the causes for the

bad news before disclosing it.
▪ We have noticed a recent decline in the
demand for our products due to the
coronavirus pandemic and the shift in
consumer preferences.
 Writing Plan for Breaking
Bad News to Employees
Bad
Buffer Reasons
News

▪ Provide an announcement of the bad news that

may include an alternative.
▪ Unfortunately, we have to make some tough
decisions in order to keep the company financially
stable. As a result, we have decided to implement
some cost-cutting measures, including reducing
our workforce.
 Writing Plan for Breaking
Bad News to Employees
Bad
Buffer Reasons Closing
News

▪ Include a personalized, pleasant statement.

▪ We understand that this news is difficult to hear,
and we appreciate your contributions to the
company. We will be providing severance packages
and assistance with finding new employment
opportunities. Please let us know if you have any
questions or concerns.
 Writing Plan for Breaking
Bad News to Customers

Buffer

▪ Begin by acknowledging the customer's importance

to the company and expressing your appreciation
for their business.
▪ Thank you for being a loyal customer of our
company. Your satisfaction is incredibly important
to us.
 Writing Plan for Breaking
Bad News to Customers

Buffer Reasons

▪ Provide a clear and concise explanation of the

reasons for the product recall.
▪ We have discovered a potential safety issue with
our product that could put our customers at risk.
We are recalling the product to prevent any harm
and ensure our customers’ safety.
 Writing Plan for Breaking
Bad News to Customers
Bad
Buffer Reasons
News

▪ Deliver the bad news in a straightforward manner,

without being overly dramatic or emotional.
▪ Unfortunately, this means that we will need to ask
you to return the product for a full refund.
 Writing Plan for Breaking
Bad News to Customers
Bad
Buffer Reasons Closing
News

▪ Provide any additional information that may be helpful to the

customer, such as how to return the product, how long the refund
process will take, or any alternative products that may be
available. Offer your contact information for any further questions
or concerns.
▪ We understand this may be an inconvenience for you, but we
want to assure you that we are committed to making things right.
We have set up a return process that is quick and easy, and we
will process your refund as soon as we receive the product. If you
have any further questions or concerns, please don't hesitate to
reach out to us.
 Writing Plan for Refusing Requests

Buffer

▪ Start with a neutral statement on which both reader and writer can
agree, such as a compliment, an expression of appreciation, a quick
review of the facts, or an apology.
▪ Thank you for approaching me with your request. I appreciate the
trust you have in my skills and experience. Unfortunately, I will have
to decline your request for the following reasons:
1. My workload is currently at maximum capacity, and I am
unable to take on additional responsibilities without sacrificing
the quality of my work on other projects.
2. The deadline for your request is too tight, and I am unable to
commit to completing it within the required timeframe.
 Writing Plan for Refusing Requests

Buffer Reasons

▪ Present valid reasons for the refusal, avoiding words

that create a negative tone.
▪ As much as I would like to help, I am currently
working on a high-priority project that requires my full
attention and effort. I do not want to compromise the
quality of my work by taking on additional
responsibilities that I cannot devote the necessary
time and attention to.
 Writing Plan for Refusing Requests
Bad
Buffer Reasons
News

▪ Soften the blow by positioning the bad news

strategically, using the passive voice, accentuating the
positive, or implying a refusal.
▪ Suggest a compromise or substitute, if possible.
▪ I understand that your request is important and time-
sensitive, and I regret any inconvenience this may
cause. However, I am confident that you will be able to
find an alternative solution that meets your needs.
 Writing Plan for Refusing Requests
Bad
Buffer Reasons Closing
News

▪ Offer an alternative if possible or provide an explanation

for why an alternative is not possible.
▪ End with a positive note or express your willingness to
assist in the future if possible.
▪ Please let me know if there is anything else I can do to
assist you in the future. I am always happy to help if my
workload permits.
▪ Thank you for understanding and I look forward to
working with you on future projects.
 Avoid
the
Use the spotlight. Use a
passive long
voice. sentence.

Techniques for
Deemphasizing Place the
Suggest
Bad News bad news
an
in a subordinate
alternative.
clause.

Imply Be clear
the but not
refusal. overly graphic.
 Avoid the spotlight. Put the bad news in the
middle of a paragraph halfway through the
message.
 Use a long sentence. Don’t put the bad news in
a short, simple sentence.
 Place the bad news in a subordinate clause.
Although we have no position for an individual with
your qualifications at this time, we are pleased that
you thought of us when you started your job
search.
 Be clear but not overly graphic.

Instead of this Try this

Our investigation reveals Our investigation reveals
that you owe three that your employment
creditors large sums and status and your financial
that you were fired from position are unstable at
your last job. this time.
 Imply the refusal.

Instead of this Try this

We cannot contribute to Although all our profits
your charity this year. must be reinvested in our
company this year, we
hope to be able to
support your future fund-
raising activities.
 Suggest an alternative.
Although the cashmere sweater cannot be sold at
the erroneously listed price of $18, we can allow
you to purchase this $218 item for only $118.

 Use the passive voice.

Instead of this Try this
We cannot make a A contribution cannot
contribution at this time. be made at this time.
Passive-voice verbs focus attention on actions
rather than on personalities. They are useful in being
tactful.

Active voice Passive voice

I cannot allow you to Return of the DVD player
return the DVD player is not allowed because . . .
because . . .

Ryan checked the report, The report was checked,

but he missed the error. but the error was missed.
 Notice that
passive-voice verb phrases
always include “helper” verbs.

Review these examples of “helper” verbs

forming passive voice:
▪ The report was checked.
▪ The schedule is being revised.
▪ Invitations were sent.
Convert the following statements from active to
passive voice.

I am unable to make a A cash contribution cannot

cash contribution this year be made this year because
because of unusually high of unusually high expenses.
expenses.

We cannot process your Your application cannot be

application this month. processed this month.
Convert the following statements from active to
passive voice.

We sell our products only

Our products are sold only
through franchised
through franchised retailers.
retailers.

Mark made a A programming error was

programming error that made that delayed our
delayed our project. project.