©2014 The McGraw-Hill Companies, Inc. All rights reserved Negative Messages Module Eleven Copyright...

Negative Negative MessagesMessages

Module ElevenModule Eleven

Learning Objectives

LO 11-1 Create subject lines for negativemessages.

LO 11-2 Apply strategies for informative andpositive message organization.

LO 11-3 Assess legal implications withmessages, especially negative ones.

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.

Negative Messages

Rejections and refusals. Policy changes that don’t benefit customers. Insulting or intrusive requests. Negative performance appraisals. Product recalls.

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.

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.

What’s the best subject line for a negative message?

When you give bad news to superiors, use a subject line that focuses on solving the problem.

When you write to peers and subordinates, put the topic in the subject line.

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.

Present an alternative or compromise, if one is available.

End with a positive, forward-looking statement.

How to Organize a Negative Letter

Deemphasize the refusal by putting it in the same paragraph as the reason, rather than in a paragraph by itself.

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.

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.

Giving Bad News to Superiors

1. Describe the problem. 2. Tell how it happened. 3. Describe the options for fixing it. 4. Recommend a solution and ask for action.

How to Organize a Negative Memo to Your Superior

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.

How to Organize a Negative Memo toPeers or Subordinates

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?

Influences on Reader’s Reaction

Have readers “bought into” the criteria for the decision?

Do communications after the negative build goodwill?

A Negative Memo to Subordinates

When should I consider using a buffer?

Buffer a neutral or positive

statement that allows you to delay the negative

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.

What are the most common kinds of negative messages?

Allocating Time in Writing a Negative Memo (Your time may vary.)

Checklist for Negative Messages

©2014 The McGraw-Hill Companies, Inc. All rights reserved Negative Messages Module Eleven Copyright...

Documents

1 McGraw-Hill/Irwin © 2006 The McGraw-Hill Companies, Inc., All Rights Reserved. Chapter Seven McGraw-Hill/Irwin © 2006 The McGraw-Hill Companies, Inc.,

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Chapter Ten LocalMarketing in Emerging Markets Irwin/McGraw-Hill ©The McGraw-Hill Companies,, Inc., 2000 Irwin/McGraw-Hill ©The McGraw-Hill Companies,,

McGraw-Hill©The McGraw-Hill Companies, Inc., 2000 SUBNETTING

© 2006 The McGraw Hill Companies Pharmacology. © 2006 The McGraw Hill Companies Introduction

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McGraw-Hill © 2006 The McGraw-Hill Companies, Inc. All rights reserved. 10-1 chapter McGraw-Hill © 2006 The McGraw-Hill Companies, Inc. All rights reserved

Local Marketing in Mature Markets Chapter Eight. Irwin/McGraw-Hill ©The McGraw-Hill Companies,, Inc., 2000 Irwin/McGraw-Hill ©The McGraw-Hill Companies,,

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McGraw-Hill©The McGraw-Hill Companies, Inc., 2004McGraw-Hill©The McGraw-Hill Companies, Inc., 2004 Overview of Data Communications and Networking PART

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Chapter 11 · Irwin/McGraw-Hill © The McGraw-Hill Companies, Inc., 2001 Chapter 11 Reporting and Interpreting Owners’ Equity. Irwin/McGraw-Hill © The McGraw-Hill Companies, Inc.,

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