NEGATIVE
MESSAGES
OWAIS RIAZ
Goals in Communicating
Negative Message or Bad News
• Acceptance—strive to help receiver understand
and accept the bad news.
• Positive image—promote good image of yourself
and your organization. Strive to reduce bad
feelings. Convey fairness.
• Message clarity—make the message so clear that
no further correspondence is necessary.
• Protection—avoid creating legal liability.
1. Refuse requests and claims
2. Break bad news to customers
3. Break bad news to employees
Which
organization
pattern is better for delivering bad
news?
Negative
Messages DIRECT
INDIRECT
Bad
Reasons Closing
News
The direct strategy
is appropriate for
delivering bad news
in some situations.
Bad
Reasons Closing
News
When . . .
• The receiver may overlook the bad news.
• Organization policy suggests directness.
• The receiver prefers directness.
• Firmness is necessary.
• The bad news is not damaging.
• The receiver’s goodwill is not an issue.
Common Reactions to
Negative Information
Goods cannot
be delivered Disappointment
as promised Irritation
Product failure Anger
Credit refusal
Billing error
You Can Usually Diminish
Negative Feelings if
The reader
knows the
reasons for Disappointment
the rejection Irritation
The bad news Anger
is revealed
with sensitivity
The Indirect Strategy
Bad
Buffer Reasons Closing
News
Using the indirect strategy to
communicate bad news appeals to
relationship-oriented writers
who care about how a message
will affect its receiver.
The Indirect Strategy
Bad
Buffer Reasons Closing
News
The indirect strategy
allows you to prepare the reader before
delivering the bad news, thus softening the
impact of the bad news.
Possible Buffers for Opening
Bad-News Messages
Bad
Buffer Reasons Closing
News
Best news • Facts
Compliment • Understanding
Appreciation • Apology
Evaluating Buffer Statements
• How effective is the following opening for a
letter that refuses credit?
• Unfortunately, your application for credit has been
reviewed negatively.
(Gives the bad news too directly)
Evaluating Buffer Statements
• How effective is the following opening for a
letter that refuses credit?
• The recent fall in the value of the American dollar
was a surprise to many banking experts.
(Irrelevant)
Evaluating Buffer Statements
• How effective is the following opening for a
letter that refuses a request for a donation?
• We appreciate the fine work that your organization
is doing to meet the needs of parents and very young
children.
(Compliments the reader, but does not suggest approval)
Presenting the Reasons
Bad
Buffer Reasons Closing
News
• Be cautious in explaining.
• Cite reader benefits, if possible.
• Explain company policy, if relevant.
• Choose positive words.
• Show that the matter was treated
seriously and fairly.
Bad
Buffer Reasons Closing
News
To reveal the bad news with
sensitivity, apply the following
techniques for
Cushioning or Deemphasizing
Bad News:
Avoid
Avoid
the
the
spotlight.
spotlight. Use
Use
Usethe
the Useaa
passive
passive long
long
voice.
voice. sentence.
sentence.
Techniques
Techniquesfor
for
Cushioning
Cushioning Place
Placethe
the
Suggest
Suggest Bad
BadNews
News bad
badnews
news
aacompromise
compromise ininaasubordinate
subordinate
ororan
analternative.
alternative. clause.
clause.
Imply
Imply
the
the
refusal.
refusal.
Cushioning the Bad News
Avoid the spotlight.
Put the bad news in the middle of a
paragraph halfway through the message.
Use a long sentence.
Don’t put the bad news in a short, simple
sentence.
Cushioning the Bad News
Place the bad news in a subordinate
clause.
Although we have no opening for an
individual with your qualifications at this
time, we are pleased that you thought of us
when you started your job search.
Be clear but not too specific.
Instead of this Try this
Our investigation Our investigation
reveals that you owe reveals that your
three creditors large employment status and
sums and that you your financial position
are unstable at this
were fired from your
time.
last job.
Cushioning the Bad News
Imply the refusal.
Instead of this Try this
We cannot contribute Although all our profits
to your charity this must be reinvested in
year. our company this year,
we hope to be able to
support your future
fund-raising activities.
Cushioning the Bad News
Suggest a compromise or an
alternative.
Although the cashmere sweater cannot be sold
at the erroneously listed price of Rs.180, we can
allow you to purchase this Rs. 2180 item for only
Rs.1180.
Cushioning the Bad News
Consider using passive voice verbs.
Passive-voice verbs focus attention on actions
rather than on personalities. They are useful in
being tactful.
Instead of this Try this
We cannot make a A contribution
contribution at this cannot be made at
time. this time.
Cushioning the Bad News
Consider using passive voice verbs.
Active voice Passive voice
I cannot allow you to Return of the DVD
return the DVD player player is not allowed
because . . . . because . . . .
Ryan checked the report, The report was
but he missed the error. checked, but the error
was missed.
Cushioning the Bad News
Notice that passive-voice verb phrases always
include “helper” verbs, such as is, are, was,
were, being, or been.
Examples of “helper” verbs forming
passive voice:
The report was checked.
The schedule is being revised.
Invitations were sent.
Convert the following statements from active to
passive voice.
I am unable to make a A cash contribution
cash contribution this cannot be made this year
year because of Quick
because of unusually
unusually high high expenses.
expenses. Check
We cannot process your Your application cannot
application this month. be processed this month.
Convert the following statements from active to
passive voice.
We sell our products Our products are sold
only through franchised only through franchised
retailers. retailers.
Mark made a A programming error was
programming error that made that delayed our
delayed our project. project.
Closing Bad-News Messages
Bad
Buffer Reasons Closing
News
Avoid endings that sound canned, insincere,
inappropriate, or self-serving. Try to personalize
the closing with
A forward look Freebies
An alternative to the Resale or sales
refusal promotion
Good wishes
Writing Plan for Refusing
Requests or Claims
Bad
Buffer Reasons Closing
News
• Start with a neutral statement on which both
reader and writer can agree, such as a
compliment, an expression of appreciation, a
quick review of the facts, or an apology.
• Try to include a key idea or word that acts as a
transition to the explanation.
Writing Plan for Refusing
Requests or Claims
Bad
Buffer Reasons Closing
News
• Present valid reasons for the refusal,
avoiding words that create a negative tone.
• Include resale or sales promotion, if
appropriate.
Writing Plan for Refusing
Requests or Claims
Bad
Buffer Reasons Closing
News
• Soften the blow by positioning the bad
news strategically, using the passive voice,
accentuating the positive, or implying a
refusal.
• Suggest a compromise or substitute, if
possible.
Writing Plan for Refusing
Requests or Claims
Bad
Buffer Reasons Closing
News
• Renew good feelings with a positive
statement.
• Look forward to continued business.
• Avoid referring to the bad news.
Model Refusal Letters
Click icon to view
letter illustrating refusal
of a donation request.
Click icon to view
memo refusing an internal
Adobe Acrobat
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request before revision.
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Click icon to view
revised memo.
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