Negative messages PRESENTATION
- 1. A PRESENTATI ON ON NEGATIVE MESSAGES 1
- 2. NEGATIVE MESSAGES “ A negative message is a message written to convey an unpleasant and unfavorable information without provoking the annoyance of the readers.” 2
- 3. What are our goals or purpose of negative message ? To convey the bad news. To gain acceptance for it. To maintain as much good will as possible. To maintain a good image for our organization. To eliminate the need for future correspondence on the matter, if appropriate. 3
- 4. Two approaches DIRECT State the bad news first •State the bad news. •Give reasons. •End with a positive close. INDIREC T Open with a buffer and soften the impact •Begin with a buffer. •Provide reasons & information. •State the bad news. •Close with confidence. 4
- 5. The indirect approach The following pattern of writing negative message is followed: Buffer Reasons Bad news Positive conclusion 5
- 6. The buffer A neutral or positive, non-controversial statement closely related to the point of the message establishing common ground with the reader. •Thanks. •Respectful. •Relevant to situations or events. •Neutral (implying neither yes or no). •Providing smooth transition to the reasons. 6
- 7. Examples for buffer Appreciation Thank you for considering ABC as the place to launch your career in accounting. Agreement We both know how hard it is to make a profit in this industry. Cooperation XYZ is here to smooth the way for restaurants at the cutting edge of gourmet dining. 7
- 8. Reasons and additional information Lead the reader to your conclusion before you say it straight out. Maintain focus on the issues at hand and defuse the emotions. Provide enough detail but be concise. Avoid hiding behind company policy but provide a reasonable explanation. 8
- 9. Clear statement of the 1. De-emphasize bad news the bad news: present it shortly, in the middle of a sentence or paragraph. 2. Use a conditional to provide an alternative. 3. Emphasize what you can do or have done, rather than what you cannot do. Make sure that audience understands the message. 9
- 10. Close on a positive note Express best wishes sincerely Avoid a negative or uncertain conclusion. (I trust our decision is satisfactory ) Be optimistic about the future. Don't anticipate problems (If you have further questions, please write ) Don't show any doubt, about keeping the person as a customer (We hope you will continue to do business with us) 10
- 11. Examples of Positive Language in a Negative Message I must refuse your request. I will be out of town on the day you need me. We must deny your application. The position has been filled. We cannot afford to continue the program. The program will conclude on May 1. We must reject your proposal. We've accepted the proposal from AAA Builders. Much as I would like to attend. Our budget meeting ends too late for me to attend. 11
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