Negative

Messages
Saima Munawar
 What is a Negative Message?
A negative message conveys negative or unpleasant information that is likely to disappoint,
upset, or even anger a reader.
 Types of Negative Messages
Bad News
Refusals
Huge demands
 Primary Goals
Convey the bad news.
Gain acceptance for the bad news.
Maintain as much goodwill as possible with your audience.
Reduce or eliminate the need for future correspondence on the matter.
 Analyzing
Negative News Strategies

Direct Indirect
Strategy Strategy

Ch. 7 / Slide 5
 Comparing Strategies for
Delivering Negative News
Direct Indirect
Strateg Strateg
y y
Buffer
Bad News

Reasons
Reasons
Bad News
Pleasant Close
Pleasant Close
©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 7 / Slide 6
 When to Use the Direct Strategy
• When the bad
news is not
damaging
• When receiver may
Direct overlook the bad
Strategy news
• When the
organization or
receiver prefers
directness
• When firmness is
necessary

©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 7 / Slide 7
 When to Use the Indirect
Strategy
• When the bad news
is personally
upsetting
• When the bad news
Indirect will provoke a
Strategy hostile reaction
• When the bad news
threatens the
customer
relationship
• When the bad
news is
unexpected
©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 7 / Slide 8
 Dear Dr. Appleton:

The process of selecting an academic dean has been completed. Dr. Maureen
Davidson has accepted the position and will begin in January.

You were a strong candidate for this position. The choice was a difficult one
because of the strong applicant pool. Your visit to the campus for an interview
was a positive event for our faculty; we enjoyed your sharing ideas with us about
postsecondary education.

Thank you for your interest in a position with Mississippi Delta Technical College.
Sincerely,
©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 7 / Slide 9
© photo copyrights here
Writing
negative
message with
indirect patern
 Four-Part Indirect Strategy
for Bad News

Buffer Reasons Bad Closing

Open with a Explain the News
Reveal the End with a
neutral but causes of the bad news personalized,
meaningful bad news without forward-
statement before emphasizing looking,
that does not disclosing it. it. Provide an pleasant
mention the alternative or statement.
bad news. compromise, Avoid referring
if possible. to the bad
news.

©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 7 / Slide 13
 What Is a Buffer?
• a device to reduce shock or
pain

• Best news
• Appreciation
• Agreement
• Facts
• Understanding
• Apology

©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 7 / Slide 20
© SM Web / fotolia
 Presenting the Reasons
for the Negative News
Explain the reasons leading up to
the denial.
Cite reader benefit or benefits to
others, if relevant.
Explain the rationale behind your
company’s policy.

Choose positive words to keep the

reader in a receptive mood.

Show fairness and serious intent.

©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 7 / Slide 23
© helen cingisiz/Fotolia
 Other Techniques for
Cushioning the Bad News
Position the bad news
strategically.

Use the passive voice.

Highlight the positive,

if relevant.

Imply the refusal.

Suggest a compromise
or an alternative.

©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 7 / Slide 24
© helen cingisiz/Fotolia
 Closing Pleasantly
Forward Look Anticipate future relations
or business.

Give follow-through advice or offer

Alternative an alternative, if available.

Good Wishes Express sincere good wishes and

thank the reader, if applicable.

Send a coupon, sample, or gift to

Freebies restore confidence.

Resale or Sales Invite the reader to consider your

Promotion other products or services.
©2016 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Ch. 7 / Slide 27
© denis_pc/Fotolia
• I will be happy to give you a free inspection and Forward Look
consultation. Please call 301-746-8112 to arrange a
date for my visit.
• Your loyalty and your concern about our frozen Good Wishes
entrées are genuinely appreciated. Because we
want you to continue enjoying our healthy and
convenient dinners, we are enclosing a coupon that Alternative
you can take to your local market to select your next
Green Valley entrée.
• We appreciate your interest in our company, and we Resale or Sales
extend to you our best wishes in your search to find Promotion
the perfect match between your skills and job
requirements.
• Thanks for your bid. We look forward to working Freebies
with your talented staff when future projects
demand your special expertise.