1. Copyright © 2015 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education. Chapter 10 Delivering Negative Messages

2. 10-2 Negative Messages  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

3. 10-3 Purposes  Primary Purposes  To give audience bad news  To have audience read, understand, and accept message  To maintain as much goodwill as possible  Secondary Purposes  To build good image of communicator  To build good image of communicator’s organization  To avoid future messages on same subject

4. 10-4 Purposes  Want audience to feel  They have been taken seriously  The decision is fair and reasonable  If they were in your situation, they would make the same decision

5. 10-5 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

6. 10-6 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

7. 10-7 Organizing Negative Messages: Peers & Subordinates 1. Describe problem objectively, clearly 2. Present an alternative or compromise, if available 3. Ask for input or action, if possible  May suggest helpful solutions  Audience may accept outcomes better

8. 10-8 Parts: Subject Lines  Include the topic, not the specific negative  Use negative subject lines when the audience  May ignore message  Needs information to act  Keep in mind not everyone reads all their messages  Be cautious of neutral subject lines

9. 10-9 Parts: Buffers  Buffer—neutral or positive statement that delays the negative  Use a buffer when  Audience values harmony  Buffer serves another purpose  You can write good buffer  Five most common types of buffers  Positives/good news  Fact or chronology of events  Reference to enclosures  Thank the audience  General principle

10. 10-10 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

11. 10-11 Parts: Refusals  Put refusal in ¶ with reason to deemphasize  Imply refusal if you can  Make it crystal clear  Finalize message on subject  Don’t write 2 nd message to say no

12. 10-12 Parts: Alternatives  Offers way to get what audience wants  Shows you care about audience’s needs  Returns audience’s psychological freedom (freedom of choice)  Allows you to end on positive note

13. 10-13 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.

14. 10-14 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

15. 10-15 Tone in Negative Messages  Tone—implied attitude of the author toward the audience and subject  Show you took request seriously  Use positive emphasis and you-attitude  Think about visual appearance  Consider timing of message

16. 10-16 Varieties: Claims and Complaints  Needed when something has gone wrong  Use direct organization pattern  Give supporting facts and identifiers  Avoid anger and sarcasm or threats that you will never use company again

17. 10-17 Varieties: Rejections and 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

18. 10-18 Varieties: Disciplinary Notices and 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

19. 10-19 Varieties: Layoffs and 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

20. 10-20 Using Technology  Deliver bad news orally when possible  Use technology for widespread negative messages  E-mail  Social media