Module 8: Composing Negative Messages Flashcards
What Are the Purposes of Negative Messages?
Besides providing the information, “bad news” messages build relationships.
Negative messages serve two primary purposes.
To deliver the bad news so that the audience understands and accepts the message
To maintain as much goodwill and working relationship as possible
What Kinds of Negative Messages Will I Write?
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.
How Do I Organize Negative Messages?
All successful communication is shaped to (1) audiences and (2) the sender’s purposes!
Choose your pattern of organization based on the situation.
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.
Giving Bad News to Customers and Other People Outside Your Organization
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.
Buffer
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.
Psychological reactance
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.
Giving Bad News to Managers
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.
Giving Bad News to Peers and Subordinates
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.
What’s the Best Subject Line for a Negative Message?
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
What’s the Best Medium for Negative Messages?
Negative messages are best delivered in real time and, whenever possible, in person.
How Can PAIBOC Help Me Write Negative Messages?
PAIBOC analysis helps you identify a reader-centred organizational pattern and the information you should include.
Negative messages have 3 secondary purposes
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
Refusal letters / writing a refusal
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
Subject lines for a negative message
focus on solutions, not problems, or include the topic but not the negative action
Negative or “bad news” messages contain information that could cost the reader
comfort, time, money, esteem, or resources
Therefore, both positive and negative messages share these 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 so the message doesn’t create more work for the writer (you).
When you refuse requests, try to
(1) buffer the no and (2) give an alternative if one is available.
Buffer examples: Start with any good news or positive elements the message contains.
Our three-day Grand Reopening Celebration will start at 8 a.m., Thursday, June 23, with dozens of specialties on sale!
Buffer examples: State a fact or provide a chronology of events.
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.
Buffer examples: Refer to enclosures in the letter.
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.
Buffer example: Thank the reader for something he or she has done.
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.
Buffer example: State a general principle.
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.
It’s better not to use a buffer
(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.
Tip
Avoid saying that you cannot do something. Most negative messages exist because the writer or company has chosen certain policies or cut-off points.
Tip #2
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.
Endings
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
When giving serious bad news to peers and subordinates, use a variation of the pattern to superiors:
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.
Experts agree on the ideal bad news medium and method.
Deliver bad news in person; use an appropriate meeting space; allot enough time for people to respond; be accountable; describe next steps.
When delivering bad news to a group of people or to geographically distant employees
use meetings, town hall meetings, and video conferencing, and follow the same methods.
