Scribd
Upload
11 views9 pages

To Learn How To: Negative Messages Negative Messages

The document discusses how to write and organize negative messages in business communication. It provides tips for writing rejections, policy changes, performance reviews, and other difficult news while maintaining goodwill. It also discusses using buffers, alternatives, and influencing audience reaction positively.

Uploaded by

Dwi Erianto
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
11 views9 pages

To Learn How To: Negative Messages Negative Messages

The document discusses how to write and organize negative messages in business communication. It provides tips for writing rejections, policy changes, performance reviews, and other difficult news while maintaining goodwill. It also discusses using buffers, alternatives, and influencing audience reaction positively.

Uploaded by

Dwi Erianto
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
You are on page 1/ 9

9/12/2021

PPT

Module 11

Negative Messages

McGraw-Hill/Irwin ©2007, The McGraw-Hill Companies, All Rights Reserved.

11-1

Negative Messages

To learn how to


 Give bad news while retaining
goodwill.
 Continue to write effective subject
lines.
 Organize negative messages.
 Write buffers.

1
9/12/2021

11-2

Negative Messages

To learn how to


 Write common kinds of negative
messages.
 Continue to analyze business
communication situations.

11-3

Negative Messages

Start by answering these questions:


 What’s the best subject line for a
negative message?
 How should I organize negative
messages?
 When should I consider using a
buffer?

2
9/12/2021

11-4

Negative Messages

Start by answering these questions:


 What are the most common kinds of
negative messages?
 How can PAIBOC help me write
negative messages?

11-5

Negative Messages Include

Rejections and refusals.


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

3
9/12/2021

11-6

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.

11-7

Purposes of Negative Messages


continued

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.

4
9/12/2021

11-8

For Bad News to Customers

Give the reason for the refusal


before the refusal itself when
readers will understand and
accept the reason.
Give the negative just once,
clearly.

11-9

For Bad News to Customers


continued

Present an
alternative or
compromise, if one
is available.
End with a
positive, forward-
looking statement.

5
9/12/2021

11-10

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.

11-11

For Bad News to Superiors

Describe the problem.


Tell how it happened.
Describe the options
for fixing it.
Recommend a
solution and ask for
action.

6
9/12/2021

11-12

For Bad News to Subordinates

Describe the problem.

If possible, ask for


input or action.

Present an alternative
or compromise, if one
is available.

11-13

Influences on Audience
Reaction
Do you and the readers have a
good relationship?
Does the organization treat people
well?
Have readers been warned of
possible negatives?

7
9/12/2021

11-14

Influences on Audience
Reaction continued
Have readers “bought into” the
criteria for the decision?
Do communications after the
negative build goodwill?

11-15

Types of Buffers

Start with any good news or positive


elements the letter contains.
State a fact or provide a chronology of
events.
Refer to enclosures in the letter.
Thank the reader for something he or
she has done.
State a general principle.

8
9/12/2021

11-16

Three Difficult Negative


Messages
Rejections and Refusals

Disciplinary Notices and Negative


Performance Appraisals

Layoffs and Firings

You might also like