1. ©2014 The McGraw-Hill Companies, Inc. All rights reserved Negative Messages Module Eleven Copyright © 2014 by The McGraw-Hill Companies, Inc. All rights reserved. McGraw-Hill/Irwin

2. Learning Objectives LO 11-1 Create subject lines for negative messages. LO 11-2 Apply strategies for informative and positive message organization. LO 11-3 Assess legal implications with messages, especially negative ones. 11-2

3. Learning Objectives LO 11-4 Identify situations for buffer use. LO 11-5 List common kinds of negative messages. LO 11-6 Apply strategies for negative message analysis with PAIBOC. 11-3

4. Negative Messages  Rejections and refusals.  Policy changes that don’t benefit customers.  Insulting or intrusive requests.  Negative performance appraisals.  Product recalls. 11-4

5. Purposes of Negative Messages  Primary Purposes  To give the reader bad news.  To have the reader read, understand, and accept the message.  To maintain as much goodwill as possible. 11-5

6. Purposes of Negative Messages  Secondary Purposes  To build a good image of the writer.  To build a good image of the writer’s organization.  To reduce or eliminate future correspondence on the same subject. 11-6

7. What’s the best subject line for a negative message?  When you give bad news to superiors, use a subject line that focuses on solving the problem.  When you write to peers and subordinates, put the topic in the subject line. 11-7

8. How should I organize negative messages?  Give the reason for the refusal before the refusal itself when readers will understand and accept the reason.  Give the negative just once, clearly. 11-8

9. How should I organize negative messages?  Present an alternative or compromise, if one is available.  End with a positive, forward-looking statement. 11-9

10. How to Organize a Negative Letter 11-10

11. How should I organize negative messages?  Deemphasize the refusal by putting it in the same paragraph as the reason, rather than in a paragraph by itself. 11-11

12. Alternatives  Offer the reader another way to get what’s wanted.  Suggest the writer really cares about the reader.  Enable the reader to reestablish psychological freedom.  Allow you to end on a positive note. 11-12

13. How should I organize negative messages? 11-13

14. Legal Implications  Any message that is recorded can be subpoenaed in a legal case.  Negative Internet posts have met with legal challenges.  Think about how a reasonable person might interpret your words. 11-14

15. Giving Bad News to Superiors 1.Describe the problem. 2.Tell how it happened. 3.Describe the options for fixing it. 4.Recommend a solution and ask for action. 11-15

16. How to Organize a Negative Memo to Your Superior 11-16

17. Giving Bad News to Peers and Subordinates 1.Describe the problem. 2.Present an alternative or compromise, if one is available. 3.If possible, ask for input or action. 11-17

18. How to Organize a Negative Memo to Peers or Subordinates 11-18

19. Influences on Reader’s Reaction  Do you and the readers have a good relationship?  Does the organization treat people well?  Have readers been warned of possible negatives? 11-19

20. Influences on Reader’s Reaction  Have readers “bought into” the criteria for the decision?  Do communications after the negative build goodwill? 11-20

21. A Negative Memo to Subordinates 11-21

22. When should I consider using a buffer?  Buffer  a neutral or positive statement that allows you to delay the negative 11-22

23. Types of Buffers 1.Start with any good news or positive elements the letter contains. 2.State a fact or provide a chronology of events. 3.Refer to enclosures in the letter. 4.Thank the reader for something he or she has done. 5.State a general principle. 11-23

24. What are the most common kinds of negative messages? 11-24 Rejections and Refusals Disciplinary Notices and Negative Performance Appraisals Layoffs and Firings

25. Allocating Time in Writing a Negative Memo (Your time may vary.) 11-25

26. Checklist for Negative Messages 11-26