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©2014 The McGraw-Hill Companies, Inc. All rights reserved
Negative Negative MessagesMessages
Module ElevenModule Eleven
Copyright © 2014 by The McGraw-Hill Companies, Inc. All rights reserved.McGraw-Hill/Irwin
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.
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 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.
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. Describe the problem. 2. Tell how it happened. 3. Describe the options for fixing it. 4. 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 toPeers 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?
11-24
Allocating Time in Writing a Negative Memo (Your time may vary.)
11-25
Checklist for Negative Messages
11-26
