Negative Business

Messages
Part 1
Hello!
What will you learn today?
▣What are negative messages?
▣What are their goals of communication?
▣What is the inductive pattern of writing and its various
element?
▣What is the structure of negative messages?
3
 Clear & Complete
GOALS
Project Professionalism

Convey Empathy

Be Fair

Maintain friendly relations

Let’s

Review !
5
 Indirect
Direct
Unwilling

If pleased
Displeased

If mildly interested
Hostile

If neutral
6
 The
Inductive Approach
8
When ….. Direct
…the bad news is not damaging

… it may be overlooked by the receiver

… it is preferred directly by the audience

…firmness is necessary
9
When ….. Indirect
…the bad news is personally upsetting

… it may provoke a hostile reaction

… it threatens the customer relationship

…the bad news is unexpected

10
The Inductive process
Buffer

Reason

Bad News

Closing
11
What makes a negative message
Effective?

12
 Buffer
Apologies
Conveying Empathy
Reason
Cushioning the Bad News
Closing Pleasantly

13
BUFFERS

14
TYPES OF BUFFERS
Best News
Compliment
Appreciation
Agreement
Facts
Understanding

15
 The handout
Types of Buffers
16
APOLOGIES
Ways to Apologize

Apologize Sincerely

Accept Responsibility

Use Good Judgement

18
 1.We regret that you are unhappy with the
price of Ice cream purchased at one of

‘’ our scoop shops.

2.We are sorry that mistakes were made in

filling your order.

19
 We regret that you are unhappy with the price of Ice
cream purchased at one of our scoop shops.

‘’ We are genuinely sorry that you were disappointed in

the price of ice cream recently purchased at one of our
scoop shops. Your opinion is important to us, and we
appreciate you giving us the opportunity to look into
the problem you describe.

20
 We are sorry that mistakes were made in filling your
order.

‘’ You are right to be concerned . We sincerely apologize

for the mistakes we made in filling your order. To
prevent recurrence of this problem we are …..

21
REASONING
HOW TO REASON

Explain clearly
Reader benefits
Company Policy
Positive words
Fairness

23
 After you informed us of an error on your January bill ,
we investigated the matter and admit that the mistake

‘’
was ours. Until our new automated system is fully
online, we are still subject to the frailties of human
error.

Explaining Clearly
24
 We prefer to promote from within because it rewards
the loyalty of our employees. In addition, we have

‘’
found that people familiar within our organization
make the quickest contribution to our team effort.

Reader Benefits
25
‘Cushioning’ the Bad News

Position Strategically
Imply Refusal
Use Passive Voice
An Alternative
Accentuate positive

26
 Although another candidate was
hired , we appreciate your interest in

‘’ our organization and wish you every

success in your job search

A Sub-Ordinate Clause
27
Exercise 1
Sub-ordinate Clauses

28
 Instead of

‘’ We don’t give cash refunds

Say
Cash refunds are not given
because….

Use of Passive Voice

29
Exercise 2
Using Passive Voice

30
 Because we will soon be moving into new offices in
Glendale, all our funds are earmarked for relocation

‘’
costs. We hope that next year we will be able to support
your worthwhile charity.

Implied Refusal
31
Exercise 3
Implied Refusals

32
 Although private tours of the grounds
are not given, we do open the house

‘’ and its gardens for one charitable

event in the fall.

An Alternative
33
PLEASANT CLOSING

Forward look
Freebies
Pleasant Alternative
Sales Promotions
Good Wishes

34
Types of Negative Messages

1. 2. 3. 4.
Refusing Denying Handling Bad Online
Typical Claims News with Negative
Requests & Refusing Customers Messages
Credit

35
Refusing Requests

Favors
Action
Invitations
Money
Information

36
 Activity 1
37
 Lacks Buffer. Opens Inappropriate use of the Resale is placed
directly with the bad word smart. inappropriately.
news. The tone is derogatory.

We regret to inform you that the wedding date you request in your letter of February 2 at the Napa
Valley Inn is unavailable. Unfortunately, we are fully booked for all of the Saturdays in June, as you
probably already suspected.

June is our busiest month, and smart brides make their reservations many months - even years in
advance.

That's because the Napa Valley Inn is the ideal romantic gateway for weddings. With unparalleled
cuisine and service, along with panoramic Napa Valley and vineyards views, our inn offers unique,
intimate ambience in a breathtaking location for your special event.
Hollow
insincere We apologize if we have caused you any inconvenience. However, if you could change your wedding
apology date to the middle of the week, we would try to accommodate your party. We do have a few midweek
spots open in June, but even those dates are rapidly filling up. With 45 Mediterranean Style Rooms
and suites, each with its own sunny private terrace, the Napa Valley Inn is the perfect location for you
and your partner to begin you married lives. Afternoon ceremonies typically begin at 11 am, while
golden sunsets at the Napa Valley Inn offer a romantic prelude of the evening to come. Evening Hidden
Ceremonies usually begin at 6 p.m. I'm available if you want to arrange something. Alternative

  Abrupt Closing.
Lack of Easy action 38
 Activity 2
39
 Lets
The 3-step writing process Review!

Plan Write Complete

40
Planning

Analyze Situation
Gather Information
Select Medium
Organize Information

41
Planning Situation Analysis

purpose
to deny a request for charity.

audience
Friendly; proud of their organization.

42
Planning Gather Information

About the organization..

Reasons for Refusal

43
Planning Medium and Channel

Letter or email ?

44
Planning Organizational Pattern

Deductive or Inductive?

45
TYPES OF BUFFERS
Best News
Compliment
Appreciation
Agreement
Facts
Understanding

46
 BUFFER – First paragraph

Compliment Appreciation

• Use the Sender’s appreciation for tis charity’s works as a complimen

to begin your message with.
• DO NOT YET SAY ‘YES’ OR ‘’NO’
Key words / phrases:

Commend Significant achievement

47
 REASON & BAD NEWS
• Transition with the repetition of appreciation

• “Cushion” Bad news in Implied Refusal through an explanation of

sales decline and cutbacks on money favors to unrelated businesses.

Key words / phrases:

Organizational downsizing Funding Requests

Charitable Contributions
48
PLEASANT CLOSING
Close graciously with a forward look

Suggest Working in the future

Key words / phrases:

Worst days re behind us Renewed support

49
Thanks!
Any questions?
Time for Questions.

Don’t forget to jot them down on a paper

50