Writing a Negative Message

Conveys unpleasant , disappointing, or unfavorable information for teh receiver Bad

news messages such as claim refusals with regards to late delivery, refusing a request
from a customer or employee, providing information about an unfavorable policy change,
notifying job applicants that they were not hired or informing customers of a product
recall.
An effective negative message presents a challenge to compose so that the receiver will
understand and accept the information without a loss of friendship or goodwill for the
sender.
When you send a negative message, you have five goals:
1.
2.
3.
4.
5.

to convey the bad news.

to gain acceptance for the bad news.
to maintain as much goodwill as possible with your audience.
to maintain a good image for the organization.
if appropriate, to reduce or eliminate the need for future corespondence.

When sending negative messages use:

a. Passive-voice verbs may be preferable in breaking bad news because they enable you
to emphasize actions rather than personalities. Compare these two refusals:
Active voice: I cannot authorize you to take three weeks of vacation in July.
Passive voive: Three weeks of vacation in July cannot be authorized.

b. Use an If clause to avoid using negative toned words.

Poorly Written Nos
I cannot send you your order today.
Well Written Nos
If I could, I would send your order today.

c. Focus on what you can do rather than what you cannot do.
Poorly Written Nos
We do not accept credit card purchases.
Well Written Nos
We are now selling at discount cash prices.

Choosing the Direct or Indirect Approach for Negative Messages.

Analyze the situation carefully before choosing your approach to organizing negative
messages.
Direct Approach
Firmness is needed
displeased
Bad news wont come as a shock
Situation is routine or minor
Audience prefers bad news first

Indirect Approach
Audience will be
Audience is emotionally involved

BAD NEWS
REASONS
POSITIVE CLOSE

BUFFER
REASONS
BAD NEWS
POSITIVE CLOSE

A. Choosing the right approach for the situation

i) Consider using direct approach when:
the audience is aware of the possiblity of negative news
the reader is not emotionally involved in the message
you know the reader would prefer the bad news first
you know that firmness is necessary
when you want to discourage a response
.

ii) Consider using indirect approach when:

the news is unlikely to come as a shock
has a high emotional investment in the outcome
want to maintain a good realtionship with the audience

For an indirect approach:

A. Open with an effective buffer
Establish a common ground with the audience
Validate the request
Dont trivialize the readers concern
Dont misled the reader into thinking the coming news might be positive
B. Provide reasons and additional information
Explain why the news is negative
Adjust the amount of detail to fit the situation and the audience
Avoid explanation when the reasons are confidential, excessively complicated or
irrelevant to the reader

If appropriate, state how you plan to correct or respond to the negative news
Seek the advice of the company lawyers if you are unsure of what to say

C. Clearly state the bad news

State the bad news as positively as possible, using tactful wording
To help protect the readers feelings, de emphasize the bad news by minimizing
the space devoted to it, subordianting it, or embedding it
If your response might change in the future if circumstances change, explain the
conditions to the reader
Emphasize what you can do or have done rather than what you cant or wont do
D. Close on a positive note
Express best wishes without being falsely positive
Suggest actions readers might take, if appropriate, and provide them with
necessary information
Encourage further communication only if youre willing to discuss the situation
further
Keep a positive outlook on the future

Opening with a buffer a neutral non-controversial statement that establishes common

ground with the reader. A buffer is a device to reduce shock or pain. To buffer the pain of
bad news, begin with a neutral but meaningful statement that makes the reader continue
to read. the buffer should be relevant and concise and provide a natural transition to the
explanation that follows.
A good buffer can express your apprreciation for being considered. If youre reponding
to request, assure your reader of your attention to the request or indicate your
understanding of the readers needs. A good buffer also needs to be relevant and sincere.
In contrast a poorly written buffer might trivialize the readers concerns, divert attention
from the problem with insincere flattery or irrelevant material or mislead the reader into
thinking your message actually contained the good news.
Types of Buffer
Agreement

Find a point on which you and the reader share similar views.

Appreciation

Express sincere thanks for receiving something.

Cooperation

Convey your willingness to help in any way you realistically can.

Fairness

Assure the reader that youve closely examined and carefully

considered.
the problem or mention an appropraite action that has already been
taken.

Good news

Start with the part of the message that is favorable.

Praise

Find an attribute or an achievement to compliment.

Understanding

Demonstrate that you understand the readers goals and needs.

Choosing positive words

Your request doesnt make any sense.

Please clarify your request.

The damage wont be fixed for a week.

The item will be repaired next week.

Although it wasnt our fault, there will be

no unaviodable delay in your order.

We will process your order as soon as we

receive an aluminium shipment from our
supplier, which we expect to happen within
10 days.

Youre clearly dissatisfied

I recognize that the product did not live up to

your expectations.

I was shocked to learn that youre

unhappy.

Thank you for sharing your concerns about

your shopping experience.

Unfortunately, we havent received it yet.

The item hasnt arived yet.

The enclosed statement is wrong.

Please verify the enclosed statement and

provide a correct copy

Example ; Letter Refusing A Claim.

NUMBER ONE IN ENTERTAINMENT
VILLAGE ELECTRONICS
66 Lake Ithica Boulevard, Hanover, MN 5534
Voice (612) 878-1312. Fax (612) 878-3747
2 May 2013
Mr Daniel Lindmier
372 Cedar St
Lake Elmo, MN 5534
Dear Mr Lindmier,
Thank you for your letter about the battery release switch on your JVC digital camera.
Village Electronics believes, as you do, that electronic equipment should be built to last.
Thats why we stand behind our products woth a 90 day-day warranty. (Buffers the bad
news by emphasizing a point the reader and writer both agree on).
Even though your JVC camera is a year old and therefore out of warranty, we can still
help.( Puts the companys policy in a favorable light) Please package yoru camera
carefully and ship it to our store in Hannover. Include your complete name, address,
phone number and a brief description of the malfunction, along with a check for $35 for
an initial examination. After assessing the unit, we will give you a written estimate of the
needed parts and labour. Then just let us know whether you want us to make the repairs,
either by phone or filling out the prepaid card and well send you with the estimate.
(States the bad news indirectly, tactfully leaving the repair decision to the customer).
If you choose to repair the unit, the $35 will be applied toward your bill, the balance of
which is payable by check or credit card. JVC also has service centres available in your
area. If you would prefer top take the unit to one of them, please see the enclosed list.
(Helps soothe the reader with a positive alternative).
Thanks again for inquiring about our service. Ive also enclosed a catalog of our latest
cameras and accessories, in which youll find information about JVCs Trade-UpSpecial. If youre ready to move up to one of teh newest cameras, JVC will offer a
generous trade-in allownace on your current model. (Closes by blending sales promotion
with an acknowlegement of the customers interests).
Sincerely,
Walter Brodie
Walter Brodie

Customer Service Manager

Enclosures: List pf service centres Catalog