Negative or “Bad News”
Messages
Say “yes” quickly; say “no” slowly.
Types of negative messages
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Request refusal
News that is disappointing to reader
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Job changes
Economic news
Policy changes
Writing Bad-News
Messages
The Three-Step Process
Planning
Writing
Audience
Completing
Message
Message
Audience
Strategies for
Bad-News Messages

Convey the message

Gain acceptance

Maintain goodwill

Promote a good corporate image

Minimize future correspondence
Audience-Centered Tone
The “You” Attitude
Positive Wording
Respectful Language
The Indirect Approach
Flow of the Message
Buffer
Reasons
Bad
News
Positive
Close
Step 1
Step 2
Step 3
Step 4
Substance of the Message
Begin With a Buffer
Things to Do
Things to Avoid

Show appreciation

Saying “no”

Pay attention

A know-it-all tone

Compliment reader

Wordy phrases

Be understanding

Apologies

Show sincerity

Lengthy buffers
Follow With Reasons

Cover positive points

Provide relevant details
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Highlight benefits

Minimize company policy

Avoid apologizing
State the Message
De-emphasize the Bad News
Use a Conditional Statement
Focus on the Positive
Avoid Blunt Language
Close With Confidence
Remain Positive
and Sincere
Limit Future
Correspondence
Stay Confident
and Optimistic
Cultural Differences
Proper Tone
Message
Organization
Cultural
Conventions
High Context Cultures

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Meaning conveyed through nonverbal actions and environmental
setting
Uses indirectness to avoid conflict
Relationships must be built before
business can be transacted
Claims and Adjustments
Things to Employ
Things to Avoid
Courtesy and Tact
Accepting Blame
Indirect Approach
Accusations
Understanding and Respect
Negative Language
Positive Attitude
Defamation
Organizational News
Products
Operations

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Match your approach to the
situation
Give accurate messages to dispel
rumors
Give reasons and any positive
points
Show actions are necessary and
reasonable

Plan the sequence of multiple
announcements


Tell those most affected first
Minimize the element of surprise
Crisis Management Plan

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Have a notification plan
Have alternate communication
channels
Set up a central location for
information and questions
Letters of
Recommendation
Requested
by Businesses
Be Direct
State Facts
Requested
by Individuals
Practice
Diplomacy
Recognize
Feelings
Employment Applications
Use a
Direct Approach
State Reasons
Clearly
Suggest
Alternatives
Performance Reviews
Review Job
Requirements
Provide
Feedback
Develop a
Plan of Action
Negative
Performance Reviews

Confront the problem

Plan the message

Respect privacy

Focus on the problem

Obtain commitment
Giving Constructive Criticism
1.
2.
3.
4.
Make sure the person is prepared
to hear the criticism.
Carefully and clearly describe their
behavior.
Use the “Oreo” effect whenever
possible.
Be as specific as possible.
Giving Constructive Criticism
5.
6.
7.
Restrict criticism to
recent behavior.
Direct criticism to
behavior the person
can do some thing
about.
If possible, include
suggestions for
improvement.
Termination
Letters
Express
the Decision
Give Specific
Justification
Minimize
Negative Feelings
Refusing Requests
Example


We regret to inform you that we
cannot grant your request for a
donation…
Your efforts to build scholarship
fund…are most commendable.

So many requests are made of us
that we have found it necessary to
budget a set amount for this
purpose. Our budgeted funds for
this year are exhausted, so we
cannot consider any more request.
We will be able to consider your
request next year.

We are always willing to assist
worthy causes when we can. Each
January we budget for the year the
maximum amount we feel we can
contribute to such causes. Since our
budgeted contributions for this year
have already been made, we have
placed your organization on our list
for consideration next year.


We deeply regret our inability to
help you now and trust that you
understand our position.
We wish you the best of luck in your
efforts to help educate the
deserving children of the
association’s members.
Direct or Indirect?

A memo to your boss informing her
that one of your key clients is
taking its business to a different
accounting firm.
Direct
Direct or Indirect?

A letter to a customer explaining
that the tape backup unit he
ordered for his new customer
computer is on back order and that,
as a consequence, shipping of the
entire order will be delayed.
Indirect
Direct or Indirect

A letter from a travel agent to a
customer stating that the airline will
not refund her money for the flight
she missed but that her tickets are
valid for one year.
Indirect
De-emphasize Negative
The airline can’t refund your
money. The “Conditions” segment on
the back of your ticket states that
there are no refunds on missed
flights.
Sometimes the airline makes
exceptions, but only when life and
death are involved.
Of course, your ticket is still valid
and can be used on a flight to the
same destination.

Even though unused tickets are
nonrefundable, your ticket is still
valid and may be used to travel to
the same destination within one
year from the original ticket date.
Use a Buffer?

You have to tell a restaurant owner
that your plans have changed and
that you have to cancel the 90person banquet scheduled for next
month.
Editing Your Work

First Reading – check material
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Sufficient examples
Clear interpretation
Quality sources
Sound reasoning
Adequate but concise coverage
Purpose fulfilled

Second Reading – check
organization

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Subject stated clearly
Advanced in clear, logical stages
Connections between stages clear
Smooth transitions

Third Reading – mechanics
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Sentences are clear, correct, concise
Words are specific and concrete
Spelling, punctuation, typography
correct and consistent