Module 8: Composing Negative Messages

Question 1

What Are the Purposes of Negative Messages?

Answer 1

Besides providing the information, “bad news” messages build relationships.

Question 2

Negative messages serve two primary purposes.

Answer 2

To deliver the bad news so that the audience understands and accepts the message

To maintain as much goodwill and working relationship as possible

Question 3

What Kinds of Negative Messages Will I Write?

Answer 3

You will likely write rejections and refusals, announcements of policy changes that do not appear to benefit readers, requests that readers will see as bothersome, insulting, or intrusive, and messages that focus on problems.

Question 4

How Do I Organize Negative Messages?

Answer 4

All successful communication is shaped to (1) audiences and (2) the sender’s purposes!

Question 5

Choose your pattern of organization based on the situation.

Answer 5

Letters to people outside your organization should be indirect to build goodwill.

When you write to supervisors, propose solutions when you report a problem.

When you write to peers and subordinates, ask for their input in dealing with situations.

Question 6

Giving Bad News to Customers and Other People Outside Your Organization

Answer 6

1) Start with a neutral statement or buffer. (thank the writer and agree on something)
2) Give the reason for the refusal before the refusal itself when you have a reason that readers will understand and accept
3) Give the negative just once, clearly.
4) Always present an alternative or compromise, if one is available.
5) End with a positive, forward-looking statement.

Question 7

Buffer

Answer 7

a neutral or positive statement that allows you to delay the negative
-has to put the reader in a good state of mind

-The kinds of statements most often used as buffers are good news, facts, chronologies of events, references to enclosures, thanks, and statements of principle, as the examples below illustrate.

Question 8

Psychological reactance

Answer 8

Psychological reactance is at work when a customer who has been denied credit no longer buys, even on a cash basis, or when someone who has been passed over for a promotion gets back at the company by deliberately doing a poor job.

Question 9

Giving Bad News to Managers

Answer 9

1) Describe the problem. Say what’s wrong, clearly and unemotionally.
2) Tell how it happened. Provide the background. What underlying factors led to this specific problem?
3) Describe the options for fixing it. If one option is clearly best, you may need to discuss only one. But if the reader will think of other options, or if different people will judge the options differently, describe all the options, giving their advantages and disadvantages.
4) Recommend a solution and ask for action. Ask for approval so that you can go ahead to make the necessary changes to fix the problem.

Question 10

Giving Bad News to Peers and Subordinates

Answer 10

Describe the problem. Say what’s wrong, clearly and unemotionally.

Present an alternative or compromise, if one is available. An alternative gives readers another way to get what they want and suggests that you care about the readers and want to help them meet their needs.

If possible, ask for input or action. People in the audience may be able to suggest solutions. And people who help make a decision are far more likely to accept the consequences.

Question 11

What’s the Best Subject Line for a Negative Message?

Answer 11

Only use negative subject lines if you think the reader might otherwise ignore the message.

When you give bad news, use a neutral subject line, or use a subject line that focuses on solutions

Question 12

What’s the Best Medium for Negative Messages?

Answer 12

Negative messages are best delivered in real time and, whenever possible, in person.

Question 13

How Can PAIBOC Help Me Write Negative Messages?

Answer 13

PAIBOC analysis helps you identify a reader-centred organizational pattern and the information you should include.

Question 14

Negative messages have 3 secondary purposes

Answer 14

To help readers feel that:

• they have been taken seriously
• our decision is fair and reasonable
• they would make the same decision as you if in your position

Question 15

Refusal letters / writing a refusal

Answer 15

Make the reason for the refusal clear and convincing in terms of the audiences needs and wants

• dont hide behind company policy
• emphasize what you can do, vs what you cant do
• state the negative just once and clearly

Question 16

Subject lines for a negative message

Answer 16

focus on solutions, not problems, or include the topic but not the negative action

Question 17

Negative or “bad news” messages contain information that could cost the reader

Answer 17

comfort, time, money, esteem, or resources

Question 18

Therefore, both positive and negative messages share these purposes

Answer 18

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 so the message doesn’t create more work for the writer (you).

Question 19

When you refuse requests, try to

Answer 19

(1) buffer the no and (2) give an alternative if one is available.

Question 20

Buffer examples: Start with any good news or positive elements the message contains.

Answer 20

Our three-day Grand Reopening Celebration will start at 8 a.m., Thursday, June 23, with dozens of specialties on sale!

Question 21

Buffer examples: State a fact or provide a chronology of events.

Answer 21

A new, graduated dues schedule, determined by delegate assembly vote last December, has been endorsed by the executive council. Members are now asked to establish their own dues rate and to calculate the total amount of their remittance.

Question 22

Buffer examples: Refer to enclosures in the letter.

Answer 22

Enclosed is a new sticker for your car. You may pick up additional ones in the office if needed. Please destroy old stickers bearing the signature of L. S. LaVoie.

Question 23

Buffer example: Thank the reader for something he or she has done.

Answer 23

Thank you for scheduling appointments for me with so many senior people at the Bank of Montreal. My visit there March 14 was very informative.

Question 24

Buffer example: State a general principle.

Answer 24

Good drivers should pay substantially less for their auto insurance. The Good Driver Plan was created to reward good drivers (those with five-year accident-free records) with our lowest available rates. A change in the plan, effective January 1, will help keep those rates low.

Question 25

It’s better not to use a buffer

Answer 25

(1) if the reader might ignore a letter with a bland first paragraph,
(2) if the reader or the organization prefers bottom-line-first messages,
(3) if the reader is suspicious of the writer, or
(4) if the reader likely won’t take no for an answer.

Question 26

Tip

Answer 26

Avoid saying that you cannot do something. Most negative messages exist because the writer or company has chosen certain policies or cut-off points.

Question 27

Tip #2

Answer 27

De-emphasize the refusal by putting it in the same paragraph as the reason, rather than in a paragraph by itself. Sometimes you may be able to imply the refusal rather than stating it directly.

Question 28

Endings

Answer 28

If you have a good alternative, refer to it in your ending: “We are offering 15% off all treatments in March.”

The best endings look to the future

Question 29

When giving serious bad news to peers and subordinates, use a variation of the pattern to superiors:

Answer 29

1) Describe the problem. Say what’s wrong, clearly and unemotionally.
2) Present an alternative or compromise, if one is available. An alternative gives readers another way to get what they want and suggests that you care about the readers and want to help them meet their needs.
3) If possible, ask for input or action. People in the audience may be able to suggest solutions. And people who help make a decision are far more likely to accept the consequences.

Question 30

Experts agree on the ideal bad news medium and method.

Answer 30

Deliver bad news in person; use an appropriate meeting space; allot enough time for people to respond; be accountable; describe next steps.

Question 31

When delivering bad news to a group of people or to geographically distant employees

Answer 31

use meetings, town hall meetings, and video conferencing, and follow the same methods.