How to write Negative Messages
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This document provides guidance on composing negative messages using the indirect plan. It begins by defining negative messages and explaining the challenges of composing them. It then discusses the indirect versus direct plan for negative messages and gives five guidelines for using the indirect plan: using an opening buffer, logical explanation, giving negative information positively, providing a constructive follow-up, and closing in a friendly manner. The document provides examples of effective and ineffective ways to apply each of these guidelines when composing a negative message indirectly.
![Opening buffer
• Build goodwill by using courteous, polite words such as
thank you, please, and I appreciate.
• Use positive words; avoid negative words to set a
favourable tone and helps make your message
acceptable.
• Maintain neutrality, should not imply either a yes or a no.
• Set the stage for the explanation: give the “headline” for
the explanation.
You are a valued employee, and your dedication and productivity have been
recognized. In return, the company stands ready to support you when concerns
arise that require personal leave time. [In a letter refusing a week of sick leave
for a minor family crisis.]](https://image.slidesharecdn.com/spptchapter8-200726150809/85/How-to-write-Negative-Messages-15-320.jpg)
How to write Negative Messages
- 2. Reflection • Over the last few days, observe and record oral and written communication that you would classify as negative messages because they are unpleasant, disappointing, or upsetting to the receiver. • Record the delivery mode of each message, the wording of the message, and whether it followed the direct or indirect plan. • Report your list in class for discussion and analysis, rating the effectiveness of each message and justifying the reason for the rating.
- 3. Learning Objective 1 Describe the nature of negative messages.
- 4. Negative Messages • Likely to be viewed as unpleasant, disappointing or unfavorable by the receiver • A challenge to compose (receiver understands and accepts the message and maintains friendship and goodwill). • An opportunity to resolve a business problem
- 5. Writing challenges 1. A team member has not performed sufficiently during the first half- period of a team-work project. Although the team sent him a warning message but his contribution has not been increased. You must notify that he was dismissed from the team. 2. You work part time while attending school. During final exam week, your employer asks you to work overtime the night before you have two exams. You must study for these exams and cannot accommodate your employer’s request. 3. Your instructor has asked you to speak to the faculty club at your school. Your speech is to be about the benefits of membership in student organizations. You are unable to make the presentation. Send an e-mail to your instructor declining the invitation
- 6. Writing challenges I. An employee applied for a vacation with her family to celebrate her 5 year- anniversary. However, she was assigned as a key person in an important business event, no one could be replaced her role. Inform to refuse her application. II. Your company suffered heavy losses during Covid virus pandemic. You have to terminate working contract with a potential young employee. III. There was a significant mistake in scoring process of a design competition and the true winner was ranked second. Inform the announced winner that the prize and title need to be withdrawn
- 7. Learning Objective 2 Explain the reasons to choose the indirect plan or the direct plan for negative messages.
- 8. Indirect versus Direct Plan Indirect Plan • Receiver expects positive response. • The message may be upsetting or disappointing to the receiver. • The receiver prefers indirect communication. Direct Plan • The message is routine and negative but not upsetting to the receiver. • You wish to emphasize the negative information. • The receiver already knows or expects the negative news. • The receiver prefers the direct style.
- 9. CHOOSING THE INDIRECT OR DIRECT PLAN FOR NEGATIVE MESSAGES • The goals of an effective negative message are to receive a positive response and to maintain the goodwill of the message receiver(s). • Effective communication of negative information requires greater cultural sensitivity than does communication of positive messages. • Generally, follow the indirect plan for an important negative message.
- 10. WRITING NEGATIVE MESSAGES WITH THE INDIRECT PLAN • Prepares Receiver for the Negative Information • Negative Information Follows Reasons Explaining It • Main Advantages: 1. Enables receivers to accept negative information. 2. Maintains satisfactory relationship with receiver. • Supporting Advantages: 1. Maintains calm through gradual approach. 2. Permits reason to prevail. 3. Can get receiver to agree with news. 4. Can show decision is best for receiver.
- 11. Learning Objective 3 Describe the five specific guidelines for appropriate use of the indirect plan.
- 12. Indirect Plan Use • Opening buffer • Logical explanation • Negative information • Constructive follow-up • Friendly close
- 14. Determination of Content • What ideas can I use in the opening to establish coherence and build goodwill in this particular situation? • Is there a possibility that the request refusal or unfavourable information could benefit the receiver? • Is there an alternative course of action that I can recommend to this receiver? • What friendly message can I convey in the off-the- subject close?
- 15. Opening buffer • Build goodwill by using courteous, polite words such as thank you, please, and I appreciate. • Use positive words; avoid negative words to set a favourable tone and helps make your message acceptable. • Maintain neutrality, should not imply either a yes or a no. • Set the stage for the explanation: give the “headline” for the explanation. You are a valued employee, and your dedication and productivity have been recognized. In return, the company stands ready to support you when concerns arise that require personal leave time. [In a letter refusing a week of sick leave for a minor family crisis.]
- 16. Logical Explanation • Must be presented in a calm, convincing, and pleasant manner using the you–viewpoint • One strong reason should be enough • Use coherence techniques • Compose with the receiver’s interests or benefits as the focal points • Start with the points that are most favourable • Avoid negative words Use situation instead of problem and needed change instead of correction or error. In referring to the negative information, avoid negative words such as failure, cannot, trouble, inadequate, and defective.
- 17. Negative Information • Implying rather than directly stating the negative information is usually desirable: what can be done rather than what cannot be done “Smoking is permitted in the hallways only” is much more acceptable than “Smoking is prohibited in the classrooms and offices.” • To de-emphasize the negative, place it in the middle of a paragraph. The negative news may be followed by an additional reason or suggested alternative(s). • Should be given in as few words as possible • Avoid apology because it only calls further attention to the negative nature of a situation
- 18. Constructive Follow-up • Suggest alternative may solve the problem and help you to maintain a favorable relationship. • De-emphasize negative information’s importance by providing additional justification
- 19. Friendly Close • Move the receiver’s mind away from the problem and provides an opportunity to build goodwill. • Ensure it is personalized, off the subject, warm, and optimistic (express appreciation to a customer for his or her business) • Should not include an apology such as “Again, let me say how sorry I am that we cannot honor your claim.”
- 20. Message Delivery Mode High importance messages best in person (oral communication) • Face to face first choice. • Telephone second choice. Use written messages that can’t be handled orally with customers. • Letter on company stationery for most important messages. • E-mail more casual than letter but may be used for delivery speed or response to an e-mail request.
- 23. Write Effective Opening Buffer • The poor opening uses negative words, does not lead to the explanation, and reveals the negative information. I apologize for the inconvenience. Sometimes mistakes happen, and delivery cannot be made on time; but we will do all we can to make corrections and keep your business.
- 24. Write Effective Opening Buffer • The good opening meets the customer’s needs, builds goodwill, and introduces the explanation Thank you for your order. We appreciate your choosing to purchase items for your grandson’s birthday from our company. We understand the importance to you of prompt delivery.
- 25. Provide a Convincing Logical Explanation • The poor logical explanation lacks positive wording and the you–viewpoint. Your original order and your money order were misplaced, and company policy did not allow us to fill the order until the money was received. This is the reason for the shipment delay. We regret that, due to this delay, part of your order will not arrive in time for Tom’s birthday. We will, however, ship the shift plate, gauge plate rings, and auto wood shifter tomorrow because we found your original order and the money order.
- 26. Provide a Convincing Logical Explanation • The good logical explanation uses emphasis techniques for the most positive information. On March 20, we moved our office suite into a larger warehouse. As soon as I received your message today, I searched our previous location and found your original order and payment that had dropped behind the table where incoming mail had been kept. Today, we shipped the shift plate, gauge plate rings, and auto wood shifter by UPS next day air at no additional delivery charge to you. The tracking number for this shipment is 1ZE1428E137. You should receive this shipment tomorrow, March 31.
- 27. Give Negative Information Positively • The poorly stated negative message emphasizes negative information and de- emphasizes the explanation. The other items have to be special ordered from the manufacturer and will not arrive until April 30. The remaining items will be five days late because we do not keep these items in stock. A special order usually takes from three to six weeks.
- 28. Give Negative Information Positively • The negative information is placed within the explanation to de-emphasize it. The remainder of the order consists of special order items, and delivery from the manufacturer for these items requires additional time. These items—the chrome sport gauges, chrome rear bumper molding, and interior chrome molding kit—will arrive on April 30. We wanted you to have the first part of the order as quickly as possible. By the time these shipped items are installed, the second part of the order will arrive and be ready for installation.
- 29. Assist Receiver with Constructive Follow-Up • A poor constructive follow-up includes an apology; this is a reminder of the problem. Again, I apologize for the delay. If your credit card had worked for the online order, this late shipment could have been avoided. Using postal mail to transmit a money order slowed down receipt of the original order. Perhaps you should check with your credit card company to see what problem may have developed.
- 30. Assist Receiver with Constructive Follow-Up • The good constructive follow-up suggests an alternative solution or additional explanation. With this letter, I am enclosing a birthday greeting for your grandson from our company. The greeting includes an itemized list of the additional accessory items that he will be receiving April 30. If you insert this message in the birthday package with items from the first shipment, Tom will be happy to see that additional accessories are on their way, and he can look forward to their installation.
- 31. Build Goodwill in Friendly Close • A poor friendly close reminds the receiver of the negative information. When you have future needs for car accessories, you will find high-quality merchandise at reasonable prices on our website at http://www.10caa.com. We appreciate your business; customer service is our priority.
- 32. Build Goodwill in Friendly Close • The friendly close builds goodwill by being neutral, warm, and optimistic. If you have concerns about the action taken to solve this problem, don’t hesitate to contact me. We know how important a sixteenth birthday is.
- 33. Learning Objective 4 Prepare effective negative messages for a variety of purposes using the indirect plan. • Request Refusals • Adjustment Refusals • Credit Refusals • Unsolicited Negative Messages
- 34. Negative Message Construction • Use the you-viewpoint • Follow the indirect plan –Opening buffer –Logical explanation –Negative information –Constructive follow-up –Friendly close
- 35. Learning Objective 5 Describe the guidelines for appropriate use of the direct plan.
- 36. The Direct Plan Steps – Presents the main topic in the first sentence – Follows with an explanation – Includes a constructive follow-up – Adds a friendly close Appropriate Usage – Routine negative messages that will not be upsetting – Receiver’s preference is for direct messages
- 37. Learning Objective 6 Prepare effective negative messages for a variety of purposes using the direct plan.
- 38. Direct Plan Negative Messages • Use the direct plan when appropriate to the receiver and the situation. • Use the direct plan for negative messages that are expected or not upsetting to the receiver.