Business Communication Today, Chapter 9

Chapter 9: Writing Negative Messages

Writing a negative message has to be one of the hardest things to do because if not done properly it can cause many dilemmas.  There are five goals of a negative message which are first give the bad news. Second is ensuring acceptance of the bad news. Third is maintaining reader’s goodwill. Forth is maintaining organization’s good image. And fifth is minimize or eliminate future correspondence on the matter, as appropriate.  

When writing a negative message you can’t avoid the fact that your audience does not want to hear what you have to say. In order to help this process one must choose the right medium of delivering the message. For instance, when laying a employer off, writing a letter would not be sympathetic to the employer. A message of the level cares for a personal deliver. One must know what medium to use in giving a negative message. Another thing is defining your main idea in a negative message such as if a employer requested a raise. Your message should go beyond saying no and explaining how she can improve her performance by working smarter, not just harder.  Other than those important key things to remember, you must know which words to use when writing your negative message.

Here are some examples of choosing positive words: (p.246-Table 9.1)

Example of negative phrasing:

Your request doesn’t make any sense.

Instead of saying that using a positive alternative:

Please clarify your request.

Example of negative phrasing:

Although it wasn’t our fault, there will be an unavoidable delay in your order.

Instead of saying that using a positive alternative:

We will process your order as soon as we receive an aluminum shipment from our supplier, which we except to happen within 10 days.

What most people do when writing a negative message is that they are indirect. This is usually because they fear their audience response if they are direct. However, this does more harm than good because by the end of the letter, your reader is upset they read a whole letter where the last line told them the real problem. Don’t waste their time, especially when it’s for bad news.  The indirect approach is normally buffer, reason, bad news, and positive close. The direct approach is bad news, reason, and positive close.  With the direct approach firmness is needed, this way bad news won’t come as a shock. Then show the situation is routine or minor. Your audience will prefer the bad news first.

When closing your negative message remember to use a positive note in the end. Make sure to build goodwill. Also offer a suggestion for action as well as provide a look towards the future.  Here are some guidelines you can use when writing a conclusion for any negative message. (p.252)

“Avoid a negative or uncertain conclusion. Don’t refer to, or apologize for the bad news. Refrain from expressing any doubt that your reasons will be accepted. (Avoid statements such as “I trust our decision is satisfactory.”)

Limit future correspondence. Encourage additional communication only if you’re willing to discuss your decision further. (If you’re not, avoid wording such as “If you have further questions, please write.”)

Be optimistic about the future. Don’t anticipate problems that haven’t occurred yet. (Avoid statements such as “Should you have further problems, please let us know.”)

Be sincere. Steer clear of clichés that are insincere in view of the bad news. (If you can’t help, don’t say, “If we can be of any help, please contact us.”)


here is a helpful link:
http://www.ehow.com/how_4926920_write-negative-message-memo.html