WRITING NEGATIVE
MESSAGES
CHAPTER 11
For negative messages
• Use an Indirect Order
• Indirect Order- message starts with a
buffer and explanation and then the most
INDIRECT
important point is presented.
ORDER
• The indirect approach helps readers prepare
for the bad news, to ease the blow and help
readers accept the situation
• This approach is not meant to obscure bad
news, delay it, or limit responsibility by any
means.
NEGATIVE MESSAGE GUIDELINE
1. Open with a buffer
• Buffer: a neutral/positive statement that establishes common ground
with the reader without revealing the main idea.
• A good buffer can express your appreciation for being
considered/Thank someone for being a valued customer/assure the
reader of your attention to the request made/simple acknowledgment
of the previous message
• Needs to be respectful, relevant and sincere
NEGATIVE MESSAGE GUIDELINE
2. Provide reasoning & additional information
• There must be a reason why you are delivering the bad
news/negative message/refusal
• Have an explanation so that by the time the negative
message arrives your reader is already prepared for it
mentally.
NEGATIVE MESSAGE GUIDELINE
3. Present the bad news positively
• The bad news is now a logical outcome after the explanation
• Deemphasize it- do not spend more than necessary time and space
behind it
• Try to avoid the use of ‘second person’ when refusing and use
‘first/third person’. ‘Since you have broken the seal, state law
prohibits from taking returns’ vs. ‘State law prohibits us from
taking returns of broken seals’
• There are positive ways of saying No (Chapter 4), use them
NEGATIVE MESSAGE GUIDELINE
Negative Phrasing Positive Alternatives
1. Your request doesn’t make 1. Please clarify your request
sense
2. The product will be repaired
2. The product won’t be fixed for next week
a week
3. Our company policy prohibits us
3. You will not receive a refund from refunding
4. We provide discounts only
4. You are not eligible for a when….
discount
NEGATIVE MESSAGE GUIDELINE
4. Offer an alternative solution
• If there is anything you can do to help- mention it
• Taking time to help the reader shows sincerity and goes to build
goodwill
5. Close in a respectful tone-End with goodwill
• Avoid negative conclusions that remind the bad news
• Manage future correspondence-phone number, email, office hours.
Encourage additional communication only if you’re willing to discuss
the situation further. (If you’re not, avoid statements such as “If you
have further questions, please write.”)
• Be polite (Best Regards, Sincerely, Thank you etc.)
MANAGING DAMAGED RELATIONSHIPS
• If you (the company) have failed to meet expectations of the
customer your task will include all the previous mentioned steps as
well as An Apology.
• To help repair the damaged relationship, encourage repeat business
and rebuild customer confidence companies often offer
• Discounts on future purchases or
• Free merchandise or
• Other considerations
If you have the option to provide these, please do so.
NEGATIVE MESSAGES
1. Refused Requests
2. Credit Refusals
3. Adjustment Refusals
4. Negative Announcements
REFUSED REQUESTS
The Refusal of a Request is definitely bad news. Your reader has asked for
something and you have to say no. The primary challenge is to provide a
clear negative response without damaging personal/company reputation.
1. Begin with words that indicate that this is a response to a message, be
as neutral as you can.
2. Present your justification or explanation using positive language
3. Refuse clearly, using as much of a non-negative tone
4. Provide alternative solutions if possible
5. End with goodwill.
CREDIT REFUSAL
Credit is tied to personal characteristics, such as stability, economic
situation and trustworthiness. So, unless skillfully handled, a credit refusal
can be viewed as a personal insult.
1. Begin with words that lead up to the explanation (Such as a Thank you
for the request)
2. Present the explanation
3. Refuse tactfully
4. If applicable present alternatives
5. End with goodwill
ADJUSTMENT REFUSAL
Customers may make a claim or request an adjustment for
faulty/damaged/broken products which can be declined. There is a fine
line between accepting responsibility of the unfortunate incident and
avoid blaming or accusing the client.
1. Begin with neutral words, refrain from using any
abusive/defamatory/angry language
2. Present the strategy that explains accurate information, put facts and
policies
3. Communicate the refusal honestly, clearly and as positively as you can
4. If any alternative is doable, please provide it
5. Emphasize a desire for good relationship in the future
NEGATIVE ANNOUNCEMENT
Occasionally businesses have to provide bad news to customers or
employees. (discontinuation of a product, product price increase etc.)
1. Start with a buffer that sets up the explanation of the bad news.
2. Cover the bad news as positively but clearly.
3. Help resolve any problem the bad news creates.
4. End with forward-looking, friendly words.
NEGATIVE ANNOUNCEMENT
There are many other types of Negative Messages
• Communicating during a crisis (information theft, product tampering,
terrorist attack, hostage situations). These are part of a crisis management
plan.
• Providing periodic bad news to individual employees (Refusing employee
promotion, reference and recommendation letters, bad performance
review)
• Rejecting job applications
• Terminating Employment