1. McGraw-Hill/Irwin Copyright © 2009 by The McGraw-Hill Companies, All Rights Reserved.

2. 11-2 Chapter 11 Negative Messages   Overview   Purposes   Organizing   Parts   Tone   Alternatives Strategies   Varieties

3. 11-3 Negative Message  Information conveyed is negative  Audience’s reaction is negative  Message does not benefit them  Usually they experience disappointment or anger  Varieties Rejections, refusals Policy changes not benefiting customer Poor performance appraisals Disciplinary notices Insulting, intrusive requests Product recalls

4. 11-4 Primary Purposes  To give reader negative news  To have receiver read, understand, and accept message  To maintain as much goodwill as possible

5. 11-5 Secondary Purposes  To build good image of writer  To build good image of writer’s organization  To avoid future messages on same subject; save audience’s time

6. 11-6 Purposes  Want audience to feel  They have been taken serious  Your decision is fair and reasonable  If they were in your situation, they would make the same decision

7. 11-7 Organizing Negative Messages: Clients & Customers 1.When you have a reason that the audience will understand and accept, give the reason before the refusal 2.Give the negative information, just once 3.Present an alternative or compromise 4.End with positive forward-looking statement

8. 11-8 Organizing Negative Messages: Superiors 1.Describe problem clearly 2.Tell how it happened 3.Describe the options for fixing it 4.Recommend a solution and ask for action

9. 11-9 Organizing Negative Messages: Peers & Subordinates 1.Describe problem objectively, clearly 2.Present an alternative or compromise 3.Ask for input or action, if you can  May suggest helpful solutions  Audience may accept outcomes better

10. 11-10 Context Crucial In Messages  Do you and audience have good bond?  Does organization treat people well?  Has audience been warned about possible negatives?  Has audience accepted criteria for decision?  Will follow-ups build goodwill?

11. 11-11 Parts of Negative Messages  Subject lines  Buffers  Reasons  Refusals  Alternatives  Endings  Apologies

12. 11-12 Parts: Subject Lines  Put the topic, not the specific negative  Use negative subject lines when—  Reader may ignore message  Reader needs information  Keep in mind not everyone reads all their messages  Be cautious of neutral subject lines RE: RE: Important Change

13. 11-13 Parts: Buffers  Buffer—neutral or positive statement that delays the negative  Use a buffer when—  Reader values harmony  Buffer serves another purpose  You can write good buffer

14. 11-14 Parts: Buffers  Five most common types of buffers  Positives/good news  Fact or chronology of events  Reference to enclosures  Thank the reader  General principle

15. 11-15 Parts: Reasons  Clear, convincing reasons precede refusal  Prepare audience for refusal  Help audience accept refusal  Don’t hide behind company policy  Show how policy benefits audience  If no benefit, omit policy from message

16. 11-16 Part: Refusals  Put refusal in ¶ with reason to deemphasize  Imply—don’t state—refusal if you can  Make it crystal clear  Finalize message on subject  Don’t write 2 nd message to say no

17. 11-17 Parts: Alternatives  Offers way to get what reader wants  Shows you care about reader’s needs  Returns reader’s psychological freedom (freedom of choice)  Allows you to end on positive note

18. 11-18 Parts: Endings  Refer to a good alternative at end  Best endings look to future  Avoid insincere endings:  Please let us know if we can be of further help.

19. 11-19 Parts: Apologies  Don’t apologize  If correcting only small error  When not at fault  Do apologize  Only once  Early in message  Briefly  Sincerely  By focusing on how to correct situation

20. 11-20 Tone in Negative Messages  Tone—implied attitude of the author toward the reader and subject  Show you took request seriously  Use positive emphasis and you- attitude  Think about visual appearance  Consider timing of message

21. 11-21 Alternative Strategies  Recast the situation  As positive message  As persuasive message

22. 11-22 Varieties: Rejections & Refusals  Requests from external audience  Try to use a buffer  Give specific reasons  Give alternative, if any  Requests from internal audience  Use knowledge of culture, individual to craft reply

23. 11-23 Varieties: Disciplinary Notices & Performance Appraisals  Present directly—no buffer  Cite specific observations of behavior  Not inferences  Include dates, quantities  State when employee may return to work, if disciplinary action is taken

24. 11-24 Varieties: Layoffs & Firings  If company likely to fold, tell early  Give honest reasons for firing  Unrelated face-saving reason may create legal liability  Avoid broadcasting reasons to avoid defamation lawsuit  Deliver orally; backup in writing