How to write Negative Messages

1. Chapter 8
Negative Messages

2. Reflection
• Over the last few days, observe and record oral and
written communication that you would classify as
negative messages because they are unpleasant,
disappointing, or upsetting to the receiver.
• Record the delivery mode of each message, the
wording of the message, and whether it followed the
direct or indirect plan.
• Report your list in class for discussion and analysis,
rating the effectiveness of each message and justifying
the reason for the rating.

3. Learning Objective 1
Describe the nature of negative
messages.

4. Negative Messages
• Likely to be viewed as unpleasant,
disappointing or unfavorable by the
receiver
• A challenge to compose (receiver
understands and accepts the message
and maintains friendship and goodwill).
• An opportunity to resolve a business
problem

5. Writing challenges
1. A team member has not performed sufficiently during the first half-
period of a team-work project. Although the team sent him a
warning message but his contribution has not been increased. You
must notify that he was dismissed from the team.
2. You work part time while attending school. During final exam week,
your employer asks you to work overtime the night before you have
two exams. You must study for these exams and cannot
accommodate your employer’s request.
3. Your instructor has asked you to speak to the faculty club at your
school. Your speech is to be about the benefits of membership in
student organizations. You are unable to make the presentation.
Send an e-mail to your instructor declining the invitation

6. Writing challenges
I. An employee applied for a vacation with her family to celebrate her
5 year- anniversary. However, she was assigned as a key person
in an important business event, no one could be replaced her role.
Inform to refuse her application.
II. Your company suffered heavy losses during Covid virus pandemic.
You have to terminate working contract with a potential young
employee.
III. There was a significant mistake in scoring process of a design
competition and the true winner was ranked second. Inform the
announced winner that the prize and title need to be withdrawn

7. Learning Objective 2
Explain the reasons to choose the
indirect plan or the direct plan for
negative messages.

8. Indirect versus Direct Plan
Indirect Plan
• Receiver expects
positive response.
• The message may be
upsetting or
disappointing to the
receiver.
• The receiver prefers
indirect communication.
Direct Plan
• The message is routine
and negative but not
upsetting to the receiver.
• You wish to emphasize
the negative information.
• The receiver already
knows or expects the
negative news.
• The receiver prefers the
direct style.

9. CHOOSING THE INDIRECT OR DIRECT
PLAN FOR NEGATIVE MESSAGES
• The goals of an effective negative message are to
receive a positive response and to maintain the
goodwill of the message receiver(s).
• Effective communication of negative information
requires greater cultural sensitivity than does
communication of positive messages.
• Generally, follow the indirect plan for an important
negative message.

10. WRITING NEGATIVE MESSAGES WITH
THE INDIRECT PLAN
• Prepares Receiver for the Negative Information
• Negative Information Follows Reasons Explaining It
• Main Advantages:
1. Enables receivers to accept negative information.
2. Maintains satisfactory relationship with receiver.
• Supporting Advantages:
1. Maintains calm through gradual approach.
2. Permits reason to prevail.
3. Can get receiver to agree with news.
4. Can show decision is best for receiver.

11. Learning Objective 3
Describe the five specific
guidelines for appropriate use of
the indirect plan.

12. Indirect Plan Use
• Opening buffer
• Logical explanation
• Negative information
• Constructive follow-up
• Friendly close

14. Determination of Content
• What ideas can I use in the opening to establish
coherence and build goodwill in this particular situation?
• Is there a possibility that the request refusal or
unfavourable information could benefit the receiver?
• Is there an alternative course of action that I can
recommend to this receiver?
• What friendly message can I convey in the off-the-
subject close?

15. Opening buffer
• Build goodwill by using courteous, polite words such as
thank you, please, and I appreciate.
• Use positive words; avoid negative words to set a
favourable tone and helps make your message
acceptable.
• Maintain neutrality, should not imply either a yes or a no.
• Set the stage for the explanation: give the “headline” for
the explanation.
You are a valued employee, and your dedication and productivity have been
recognized. In return, the company stands ready to support you when concerns
arise that require personal leave time. [In a letter refusing a week of sick leave
for a minor family crisis.]

16. Logical Explanation
• Must be presented in a calm, convincing, and pleasant
manner using the you–viewpoint
• One strong reason should be enough
• Use coherence techniques
• Compose with the receiver’s interests or benefits as the
focal points
• Start with the points that are most favourable
• Avoid negative words
Use situation instead of problem and needed change instead of
correction or error. In referring to the negative information, avoid
negative words such as failure, cannot, trouble, inadequate, and
defective.

17. Negative Information
• Implying rather than directly stating the negative
information is usually desirable: what can be done
rather than what cannot be done
“Smoking is permitted in the hallways only” is much more acceptable
than “Smoking is prohibited in the classrooms and offices.”
• To de-emphasize the negative, place it in the middle of a
paragraph. The negative news may be followed by an
additional reason or suggested alternative(s).
• Should be given in as few words as possible
• Avoid apology because it only calls further attention to
the negative nature of a situation

18. Constructive Follow-up
• Suggest alternative may solve the problem
and help you to maintain a favorable
relationship.
• De-emphasize negative information’s
importance by providing additional
justification

19. Friendly Close
• Move the receiver’s mind away from the problem
and provides an opportunity to build goodwill.
• Ensure it is personalized, off the subject, warm,
and optimistic (express appreciation to a
customer for his or her business)
• Should not include an apology such as “Again,
let me say how sorry I am that we cannot honor
your claim.”

20. Message Delivery Mode
High importance messages best in person (oral
communication)
• Face to face first choice.
• Telephone second choice.
Use written messages that can’t be handled orally with
customers.
• Letter on company stationery for most important
messages.
• E-mail more casual than letter but may be used for
delivery speed or response to an e-mail request.

23. Write Effective Opening Buffer
• The poor opening uses negative words, does
not lead to the explanation, and reveals the
negative information.
I apologize for the inconvenience. Sometimes
mistakes happen, and delivery cannot be made on
time; but we will do all we can to make corrections
and keep your business.

24. Write Effective Opening Buffer
• The good opening meets the customer’s
needs, builds goodwill, and introduces the
explanation
Thank you for your order. We appreciate your
choosing to purchase items for your grandson’s
birthday from our company. We understand the
importance to you of prompt delivery.

25. Provide a Convincing Logical Explanation
• The poor logical explanation lacks positive wording
and the you–viewpoint.
Your original order and your money order were misplaced,
and company policy did not allow us to fill the order until the
money was received. This is the reason for the shipment
delay. We regret that, due to this delay, part of your order
will not arrive in time for Tom’s birthday. We will, however,
ship the shift plate, gauge plate rings, and auto wood shifter
tomorrow because we found your original order and the
money order.

26. Provide a Convincing Logical Explanation
• The good logical explanation uses emphasis
techniques for the most positive information.
On March 20, we moved our office suite into a larger
warehouse. As soon as I received your message today, I
searched our previous location and found your original order
and payment that had dropped behind the table where
incoming mail had been kept. Today, we shipped the shift
plate, gauge plate rings, and auto wood shifter by UPS next
day air at no additional delivery charge to you. The tracking
number for this shipment is 1ZE1428E137. You should
receive this shipment tomorrow, March 31.

27. Give Negative Information Positively
• The poorly stated negative message
emphasizes negative information and de-
emphasizes the explanation.
The other items have to be special ordered from the
manufacturer and will not arrive until April 30. The
remaining items will be five days late because we do
not keep these items in stock. A special order
usually takes from three to six weeks.

28. Give Negative Information Positively
• The negative information is placed within the
explanation to de-emphasize it.
The remainder of the order consists of special order items,
and delivery from the manufacturer for these items requires
additional time. These items—the chrome sport gauges,
chrome rear bumper molding, and interior chrome molding
kit—will arrive on April 30. We wanted you to have the first
part of the order as quickly as possible. By the time these
shipped items are installed, the second part of the order will
arrive and be ready for installation.

29. Assist Receiver with Constructive Follow-Up
• A poor constructive follow-up includes an
apology; this is a reminder of the problem.
Again, I apologize for the delay. If your credit card
had worked for the online order, this late shipment
could have been avoided. Using postal mail to
transmit a money order slowed down receipt of the
original order. Perhaps you should check with your
credit card company to see what problem may have
developed.

30. Assist Receiver with Constructive Follow-Up
• The good constructive follow-up suggests an
alternative solution or additional explanation.
With this letter, I am enclosing a birthday greeting for your
grandson from our company. The greeting includes an
itemized list of the additional accessory items that he will be
receiving April 30. If you insert this message in the birthday
package with items from the first shipment, Tom will be happy
to see that additional accessories are on their way, and he
can look forward to their installation.

31. Build Goodwill in Friendly Close
• A poor friendly close reminds the receiver of
the negative information.
When you have future needs for car accessories,
you will find high-quality merchandise at reasonable
prices on our website at http://www.10caa.com. We
appreciate your business; customer service is our
priority.

32. Build Goodwill in Friendly Close
• The friendly close builds goodwill by being
neutral, warm, and optimistic.
If you have concerns about the action taken to solve
this problem, don’t hesitate to contact me. We know
how important a sixteenth birthday is.

33. Learning Objective 4
Prepare effective negative
messages for a variety of purposes
using the indirect plan.
• Request Refusals
• Adjustment Refusals
• Credit Refusals
• Unsolicited Negative Messages

34. Negative Message Construction
• Use the you-viewpoint
• Follow the indirect plan
–Opening buffer
–Logical explanation
–Negative information
–Constructive follow-up
–Friendly close

35. Learning Objective 5
Describe the guidelines for
appropriate use of the direct plan.

36. The Direct Plan
Steps
– Presents the main topic in the first
sentence
– Follows with an explanation
– Includes a constructive follow-up
– Adds a friendly close
Appropriate Usage
– Routine negative messages that will not be
upsetting
– Receiver’s preference is for direct
messages

37. Learning Objective 6
Prepare effective negative
messages for a variety of purposes
using the direct plan.

38. Direct Plan Negative Messages
• Use the direct plan when
appropriate to the receiver and the
situation.
• Use the direct plan for negative
messages that are expected or not
upsetting to the receiver.