Negative Messages

• Information conveyed is negative

• Audience’s reaction is negative
– Message does not benefit them
– Usually they experience disappointment/anger
• Varieties
Policy changes not
Rejections, refusals
benefiting customer
Poor performance
Disciplinary notices
appraisals

Intrusive requests Product recalls

Purposes
• Give reader the negative news
• Have receiver read, understand, and accept message
• Want reader to feel
– They have been taken seriously
– Your decision is fair and reasonable
– If they were in your situation, they would take the same
decision
• Maintain as much goodwill as possible
• Avoid future messages on same subject
Organizing Negative Messages

Clients
 When you have a reason that the audience will understand and accept,
give the reason before the refusal
 Give the negative information, just once!
 Present an alternative or compromise
 End with positive forward-looking statement

Seniors Peers & Juniors

 Describe problem clearly
 Tell how it happened
 Describe the options for fixing it
 Recommend a solution and ask
for action
 Describe problem objectively
 Present alternative/compromise
 Ask for input/action, if you can
– May suggest helpful solutions
– Audience may accept outcomes
better
Parts of Negative Messages
SUBJECT LINE
• Put the topic, not the specific negative
• Use negative subject lines when
– Reader may ignore message or doesn’t read complete message
– Reader needs to be given immediate information

BUFFER - neutral or positive statement that delays the negative

• Use a buffer when
– Reader values harmony
– Buffer serves the purpose
– You can write good buffer
• 4 common types of buffers
– Positives/good news, if any
– Fact or chronology of events
– Reference to enclosures
– Thank the reader
Parts ……

REASONS REFUSAL
• Clear, convincing reasons precede • Put refusal in with reason to
refusal deemphasize
– Prepare audience for refusal • Imply—don’t state—refusal if
– Help audience accept refusal you can
• Don’t hide behind company policy – Make it crystal clear
– Show how policy benefits audience
– If no benefit, omit policy from
message

ALTERNATIVES
• Offers way to get what reader wants
• Shows you care about reader’s needs
• Returns reader’s freedom of choice
Parts ……
APOLOGY
• Don’t apologize
– If correcting only small error
– When not at fault
• Do apologize
– Only once
– Early in message
– Briefly
– Sincerely
– By focusing on how to correct situation

ENDING
• Refer to a good alternative at end
• Best endings look to future
• Avoid insincere endings