1. Chapter 8
Negative Messages

2. Can be an opportunity to resolve a business problem successfully
Negative Messages
Convey unpleasant, disappointing, or unfavorable information for the receiver
Can be an opportunity to resolve a business problem successfully
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3. Negative Messages May use the direct or indirect plan
Consider these questions:
What message does the receiver expect?
How will the receiver respond emotionally to the negative message?
Will it affect the individual’s ego or self-esteem?
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4. Use The Indirect Plan if:
The receiver expects a positive response.
The negative message affects the receiver personally and will be upsetting.
The negative message is of importance, and the receiver will react negatively.
The receiver prefers indirect communication due to culture or other reasons.
© 2010 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

5. Use the Direct Plan if:
The negative message may be expected, is routine, or will not be upsetting to the receiver.
The negative information needs to be emphasized.
Your receiver’s preference, cultural or otherwise, is directness.
The message responds to a death or a tragedy.
© 2010 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

6. Three Keys of Effective Communicators
Adapt the message to the receiver’s viewpoint.
Emphasize positive, bias-free words.
Show respect for the receiver’s needs and interests.
© 2010 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

7. The Indirect Plan Enables receivers to accept negative information
Enables receivers to maintain a satisfactory relationship with you and your organization
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8. Negative Messages Using the Indirect Plan
Refused claims
Refused requests
Unfavorable decisions
Unsolicited unpleasant information
© 2010 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

9. The Indirect Plan Opening buffer Logical explanation
Negative information
Constructive follow-up
Friendly close
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10. Opening Buffer Provides coherence Builds goodwill Is positive
Maintains neutrality and introduces the explanation
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11. Logical Explanation Relates to the opening buffer
Presents convincing reasoning
Stresses the receiver interest and benefits
Uses de-emphasis techniques
Is positive
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12. Negative Information Relates to the logical explanation
Gives negative information implicitly or explicitly
Uses de-emphasis techniques
Gives negative information quickly
Is positive
Says what can be done (not what cannot)
Avoids an apology
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13. Constructive Follow-up
Provides an alternative solution
Gives additional reasoning
© 2010 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

14. Friendly Close Builds goodwill Personalizes the close
Stays off the negative subject
Is warm and optimistic
© 2010 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

15. Delivery Modes
Deliver important negative messages orally and follow up with a written message.
Write negative messages that cannot be handled orally on organization stationery.
Use for most responses to .
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16. Use the Indirect Plan for
Request refusals
Denial of something that someone asked for
Adjustment refusals
Denial of a claim
Credit or loan refusals
Rejection of a loan or credit request
© 2010 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

17. Unsolicited Negative Messages
May use the modified indirect plan
Begin with an explanation
Describe the changes and implications
End with a friendly close
© 2010 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

18. Using the Direct Plan for Negative Messages
Begin with the main idea.
Follow with the logical explanation.
Then include the constructive follow-up.
Finish with a friendly close.
© 2010 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.