Negative Messages: Chapter 11
What is a negative message?
•In the business world, delivery and calculation errors, product malfunctions, or refusal of routine requests and job applications are inevitable.
• Negative messages. In Wikipedia. Retrieved from http://en.wikipedia.org/wiki/Negative_Messages
Key points
1. 2 Goals
2. 3x3 writing process
3. Reasoning
4. Strategy
5. Sandwich effect
Key points
6. 4 receivers
7. Legal problems
8. Communication patterns
9. Apologies
10.Honesty
Strategies
To downgrade and/or avoid disappointment:
✓provide the cause and explanation of the rejection
✓reveal the news sensitively
✓demonstrate that the matter was treated seriously
✓push them to believe the decision was fair
Strategies
Primary goals:
✓Make the reader understand the bad news
✓Have the reader accept the bad news
✓Maintain a positive image of yourself and the organization
Strategies
Secondary goals:
✓Reduce bad feelings
✓Convey fairness
✓Avoid future correspondence
✓Avoid creating legal liability or responsibility for yourself or the organization
Indirect pattern
• When explanations are given first the impact of the bad news is softened.
Direct pattern
• It may be more effective when:
✓The receiver overlooks bad news
✓Organization policy requires directness
✓The receiver prefers directness
✓Firmness is necessary
✓Bad news is not damaging.
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3x3 writing process
1. Analysis, anticipation and adaptation (pre-writing)
2. Research, organization and composition (writing)
3. Revision, proofreading and evaluation (revising)
Avoiding legal problems
1.Abusive language (profanity)
2.Careless language (statements shouldn’t be misinterpreted or damaging)
3.The Good-Guy syndrome (Avoid statements that make you feel good but may be inaccurate)
Delivering bad news sensitively
• Buffer the message by converting the negative object into:
✓An appreciation or a compliment
✓An agreement or an understanding
✓Facts
✓Apology
Delivering bad news sensitively
Start by presenting the causes.
✓Explain clearly
✓Show that someone else will benefit from the decision
✓Explain company policy
✓Use optimistic and positive words
✓Treat the matter with seriousness and respect
Presenting the bad news
Disappointment can’t be prevented whereas shock reduction is possible
✓position the bad news strategically
✓use of a passive voice
✓focus on the positive
✓implying the refusal
✓suggest an alternative
Conclusion
Finish with a pleasant conclusion
✓Forward look (anticipate future relations)
✓Alternative
✓Good wishes
✓Freebies (send gifts etc)
✓Sales promotion
Link to our website
•http://negativemessages.wordpress.com/
References1.GUFFEY, M.E. (2010) Business
Communication: Process and Product (3rd Ed). Toronto, Ontario
2. Images:i) What is a negative message?:
http://www.ereleases.com/prfuel/wp-content/uploads/2010/05/bad-news.jpg
ii) Key Points: http://www.lestraceursdetout.com/wp-content/uploads/2011/07/Services-business.jpg
iii) Strategies: http://img.ehowcdn.co.uk/article-page-main/ehow/images/a07/qm/dq/write-bad-news-letter-clients-800x800.jpg and http://smallbiztrends.com/wp-content/uploads/2011/01/iStock_000004996421XSmall.jpg
Referencesiv. Indirect pattern:
http://usafamilymedicine.files.wordpress.com/2008/08/att21.jpg?w=450&h=338
v. Direct pattern: http://hrpeople.monster.com/nfs/hrpeople/attachment_images/0000/0013/badnews_crop380w.jpg?1212551967
vi. 3x3 writing process: http://hrpeople.monster.com/nfs/hrpeople/attachment_images/0000/0013/badnews_crop380w.jpg?1212551967
vii. Conclusion: http://img.ehowcdn.com/article-page-main/ehow/images/a02/61/n4/deliver-bad-news-business-setting-800x800.jpg
viii.Link to our website: http://www.visualcomgroup.com/fingerpoint.jpg
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