Negative Messages: Chapter 11

What is a negative message?

•In the business world, delivery and calculation errors, product malfunctions, or refusal of routine requests and job applications are inevitable.

• Negative messages. In Wikipedia. Retrieved from http://en.wikipedia.org/wiki/Negative_Messages

Key points

1. 2 Goals

2. 3x3 writing process

3. Reasoning

4. Strategy

5. Sandwich effect

Key points

6. 4 receivers

7. Legal problems

8. Communication patterns

9. Apologies

10.Honesty

Strategies

To downgrade and/or avoid disappointment:

✓provide the cause and explanation of the rejection

✓reveal the news sensitively

✓demonstrate that the matter was treated seriously

✓push them to believe the decision was fair

Strategies

Primary goals:

✓Make the reader understand the bad news

✓Have the reader accept the bad news

✓Maintain a positive image of yourself and the organization

Strategies

Secondary goals:

✓Reduce bad feelings

✓Convey fairness

✓Avoid future correspondence

✓Avoid creating legal liability or responsibility for yourself or the organization

Indirect pattern

• When explanations are given first the impact of the bad news is softened.

Direct pattern

• It may be more effective when:

✓The receiver overlooks bad news

✓Organization policy requires directness

✓The receiver prefers directness

✓Firmness is necessary

✓Bad news is not damaging.

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3x3 writing process

1. Analysis, anticipation and adaptation (pre-writing)

2. Research, organization and composition (writing)

3. Revision, proofreading and evaluation (revising)

Avoiding legal problems

1.Abusive language (profanity)

2.Careless language (statements shouldn’t be misinterpreted or damaging)

3.The Good-Guy syndrome (Avoid statements that make you feel good but may be inaccurate)

Delivering bad news sensitively

• Buffer the message by converting the negative object into:

✓An appreciation or a compliment

✓An agreement or an understanding

✓Facts

✓Apology

Delivering bad news sensitively

Start by presenting the causes.

✓Explain clearly

✓Show that someone else will benefit from the decision

✓Explain company policy

✓Use optimistic and positive words

✓Treat the matter with seriousness and respect

Presenting the bad news

Disappointment can’t be prevented whereas shock reduction is possible

✓position the bad news strategically

✓use of a passive voice

✓focus on the positive

✓implying the refusal

✓suggest an alternative

Conclusion

Finish with a pleasant conclusion

✓Forward look (anticipate future relations)

✓Alternative

✓Good wishes

✓Freebies (send gifts etc)

✓Sales promotion

Link to our website

•http://negativemessages.wordpress.com/

References1.GUFFEY, M.E. (2010) Business

Communication: Process and Product (3rd Ed). Toronto, Ontario

2. Images:i) What is a negative message?:

http://www.ereleases.com/prfuel/wp-content/uploads/2010/05/bad-news.jpg

ii) Key Points: http://www.lestraceursdetout.com/wp-content/uploads/2011/07/Services-business.jpg

iii) Strategies: http://img.ehowcdn.co.uk/article-page-main/ehow/images/a07/qm/dq/write-bad-news-letter-clients-800x800.jpg and http://smallbiztrends.com/wp-content/uploads/2011/01/iStock_000004996421XSmall.jpg

Referencesiv. Indirect pattern:

http://usafamilymedicine.files.wordpress.com/2008/08/att21.jpg?w=450&h=338

v. Direct pattern: http://hrpeople.monster.com/nfs/hrpeople/attachment_images/0000/0013/badnews_crop380w.jpg?1212551967

vi. 3x3 writing process: http://hrpeople.monster.com/nfs/hrpeople/attachment_images/0000/0013/badnews_crop380w.jpg?1212551967

vii. Conclusion: http://img.ehowcdn.com/article-page-main/ehow/images/a02/61/n4/deliver-bad-news-business-setting-800x800.jpg

viii.Link to our website: http://www.visualcomgroup.com/fingerpoint.jpg

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