This document provides guidance on writing effective negative messages. It discusses that the purpose of a negative message is to convey unpleasant information while maintaining goodwill. It recommends two approaches - direct or indirect. The indirect approach is considered best. It involves using a buffer at the beginning to soften the impact, then providing reasons and information before stating the bad news, and closing positively. The document provides examples of buffers, how to structure the reasons and bad news, and how to write a positive conclusion.

1. A
PRESENTATI
ON ON
NEGATIVE
MESSAGES
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2. NEGATIVE
MESSAGES
“ A negative message is a
message written to convey
an unpleasant and
unfavorable information
without provoking the
annoyance of the readers.”
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3. What are our goals or purpose of negative
message ?
 To convey the bad news.
 To gain acceptance for it.
 To maintain as much good will as
possible.
 To maintain a good image for our
organization.
 To eliminate the need for future
correspondence on the matter, if
appropriate.
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4. Two approaches
DIRECT
State the bad news first
•State the bad news.
•Give reasons.
•End with a positive close.
INDIREC
T
Open with a buffer and
soften the impact
•Begin with a buffer.
•Provide reasons & information.
•State the bad news.
•Close with confidence.
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5. The indirect approach
The following pattern of writing negative
message is followed:
Buffer Reasons Bad news
Positive
conclusion
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6. The buffer
A neutral or positive, non-controversial statement closely
related to the point of the message establishing common
ground with the reader.
•Thanks.
•Respectful.
•Relevant to situations or events.
•Neutral (implying neither yes or no).
•Providing smooth transition to the
reasons.
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7. Examples for buffer
Appreciation
Thank you for considering ABC as the
place to launch your career in
accounting.
Agreement
We both know how hard it is to make a
profit in this industry.
Cooperation
XYZ is here to smooth the way for restaurants
at the cutting edge of gourmet dining.
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8. Reasons and additional information
Lead the reader to your conclusion
before you say it straight out.
Maintain focus on the issues at hand and
defuse the emotions.
Provide enough detail but be concise.
Avoid hiding behind company policy but
provide a reasonable explanation.
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9. Clear statement of the
1. De-emphasize bad news
the bad news: present it shortly, in
the middle of a sentence or
paragraph.
2. Use a conditional to provide an
alternative.
3. Emphasize what you can do or
have done, rather than what you
cannot do.
Make sure that
audience understands
the message.
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10. Close on a positive note
Express best wishes sincerely
Avoid a negative or uncertain conclusion.
(I trust our decision is satisfactory )
Be optimistic about the future.
Don't anticipate problems
(If you have further questions,
please write )
Don't show any doubt, about keeping
the person as a customer
(We hope you will continue to do
business with us)
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11. Examples of Positive Language in a
Negative Message
I must refuse your request. I will be out of town on the day you
need me.
We must deny your application. The position has been filled.
We cannot afford to continue
the program.
The program will conclude on May 1.
We must reject your proposal. We've accepted the proposal from
AAA Builders.
Much as I would like to attend. Our budget meeting ends too late for
me to attend.
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