Presenters:
Pamelajean Phair
Harmeet Singh
Mehtab Singh
Chelsea Maidment
Composing Negative Messages
Organizing Negative Messages
Writing Negative Messages to Superiors
Writing Negative Messages to Peers & Subordinates
Reasons for Refusals
Incorporating PAIBOC in Negative Messages
Organization of Negative Messages
1. Begin with a buffer or a neutral statement
Explain your refusal
3. State the negative message once, make it clear
4. End with a positive and optimistic statement
2.
Whenever writing a negative message always
begin with a buffer or a neutral statement
 Preparation statement
 Something agreed upon, or a thank you
 Serving harmony
 Buffer serving a purpose
Introduce the refusal by explanation
 Prepares the reader to accept refusal
 Clear and convincing reasons
 Avoid saying there is nothing you can do
 Omit any weak reasoning, keep reasons to a few
strong ones
State the refusal
 Clearly and directly
 Exclude reasoning from the refusal statement,
keep the two separate
 Never put refusal in a paragraph of its own
 Must ensure refusal is absolutely clear
 Sometime you may be able to imply the refusal
Present an alternative or compromise
 Doing so shows empathy and proves you care to
help solve the readers problems
 This allows the reader to still get what they want
 Presents yourself and organization positively,
helps build goodwill
 Allow the reader to have the freedom back that
was taken away from the refusal originally
End positively
 Save a very good alternative to the end of the
refusal
 The ending should “look to the future”
 Avoid any statements that are cliched or not in the
favour of the reader
Details about the buffer
 The buffer allows that writer to delay the negative
message
 Buffers are a good idea if you know the reader is
wanting a common agreement
 The buffer should not be positive nor negative; the
reader should not be mislead about the refusal
 Examples, good news, references to enclosures, etc .
Using a buffer appropriately
 Omit the buffer when:
If the reader prefers bottom line messages
such as a CEO or corporate director
o If the reader is suspiciously or extremely angry
o If the reader will not take no for an answer
o If the reader might ignore a letter with a
neutral or bland first paragraph
o
Giving Bad News to Superiors
 Describe the Problem
 Tell how it happened
 Describing the options for fixing it
 Recommend a solution and ask for action
Giving Bad News to Peers and Subordinates
 Describe the Problem
 Present an alternative, if one is available
 If possible, ask for input or action
communication is crucial. The reader’s reaction
is influenced by the answers to these
questions:
 Do you and the reader have a good relationship?
 Does the organization treat people well?
 Have readers been warned of possible negatives?
 Have readers “bought into” the criteria for the
decision?
 Do communications following the negative build
goodwill?
Reasons for Refusing
 Make the reason for refusal clear and convincing in terms
of audience’s needs and wants.
 Always give better reason rather than giving a weak one.
 Avoid saying that you cannot do something.
 If you have several reasons for saying no, use only those
that are strong and watertight.
Organizing Negative Letters to Customers
 Provide a buffer, if possible.
 Give the reason for the refusal before the refusal itself when
you have a reason that readers will understand and accept.
 Give the negative just once, clearly.
 Present an alternative or compromise, if one is available.
 End with a positive, forwarding- looking statement .
Refusals
There are two types of refusals.
1.
Direct Refusals: you cannot get insurance for just one
month.
2. Implied Refusal: The shortest term for an insurance
policy is six months.
Alternatives
 It offers the reader another way to get what he or she wants.
 It also suggest that you really care about the reader and
about meeting his or her needs.
 It enables the reader to re-establish the psychological
freedom you limited when you said no.
 It allows you to end on a positive note and this to present
yourself and your organization as positive , friendly, and
helpful.
How to do Endings ?
 If you are a goal alternative organisation then in the
end give offer and discount to the customer.
 The best ending look to the future.
 If you want to maintain goodwill and retain positive
business relationships then, End Sincerely.
 Avoid endings that seen insincere or clichéd.
Incorporating PAIBOC in Negative Messages
Purpose
Audience
Information
Benefits
Objections
Context
Purpose
 What is the purpose of the message being
communicated?
Audience
 Who is the message being communicated to?
 What are the characteristics of the audience?
Information
 What information must your message include?
Benefits
 What reasons or benefits can be included to
positively support the message?
Objective
 What objections can you expect the recipient of
the message to have?
 Should you de-emphasize any elements of your
message?
Context
 How will the context effect the recipients
response?
 What is your relationship with the recipient?
Maslow's Hierarchy
Checklist for Negative Messages