McGraw-Hill/Irwin PPT Module 11 Negative Messages ©2007, The McGraw-Hill Companies, All Rights Reserved.

11-1 Negative Messages  To learn how to  Give bad news while retaining goodwill.  Continue to write effective subject lines.  Organize negative messages.  Write buffers.

11-2 Negative Messages  To learn how to  Write common kinds of negative messages.  Continue to analyze business communication situations.

11-3 Negative Messages Start by answering these questions:  What’s the best subject line for a negative message?  How should I organize negative messages?  When should I consider using a buffer?

11-4 Negative Messages Start by answering these questions:  What are the most common kinds of negative messages?  How can PAIBOC help me write negative messages?

11-5 Negative Messages Include  Rejections and refusals.  Policy changes that don’t benefit customers.  Insulting or intrusive requests.  Negative performance appraisals.  Product recalls.

11-6 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.

11-7 Purposes of Negative Messages continued  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.

11-8 For Bad News to Customers  Give the reason for the refusal before the refusal itself when readers will understand and accept the reason.  Give the negative just once, clearly.

11-9 For Bad News to Customers continued  Present an alternative or compromise, if one is available.  End with a positive, forward- looking statement.

11-10 AlternativesAlternatives  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.

11-11 For Bad News to Superiors  Describe the problem.  Tell how it happened.  Describe the options for fixing it.  Recommend a solution and ask for action.

11-12 For Bad News to Subordinates  Describe the problem.  If possible, ask for input or action.  Present an alternative or compromise, if one is available.

11-13 Influences on Audience Reaction  Do you and the readers have a good relationship?  Does the organization treat people well?  Have readers been warned of possible negatives?

11-14 Influences on Audience Reaction continued  Have readers “bought into” the criteria for the decision?  Do communications after the negative build goodwill?

11-15 Types of Buffers  Start with any good news or positive elements the letter contains.  State a fact or provide a chronology of events.  Refer to enclosures in the letter.  Thank the reader for something he or she has done.  State a general principle.

11-16 Three Difficult Negative Messages  Rejections and Refusals  Disciplinary Notices and Negative Performance Appraisals  Layoffs and Firings