Guidelines for Writing Negative Messages

Oct 10, 2024

Chapter 8: Writing Negative Messages

Overview

  • Delivering negative information is challenging but can be managed with effective guidelines.
  • Goals when delivering bad news:
    1. Convey the bad news clearly.
    2. Gain acceptance for the bad news.
    3. Maintain goodwill.
    4. Uphold a good image for the organization.
    5. Reduce/eliminate need for further correspondence.
  • Requires careful planning, writing, and completion.

Planning

  • Understand the audience and gather necessary information.
  • Establish credibility if not previously established.
  • Use respectful language and avoid an accusing tone.
  • Revise for clarity, conciseness, and professionalism.
  • Deliver messages promptly.

Direct vs Indirect Approach

Direct Approach

  • Open with bad news, followed by reasons and a positive statement.
  • Benefits:
    • Shorter message.
    • Audience reaches the main idea quickly.
  • Maintain a calm, professional tone.
  • Explain why the news is negative, if appropriate.

Indirect Approach

  • Use when reasons are confidential or complex.
  • Open with a buffer—a neutral statement related to the message.
  • Build explanation before presenting bad news.
  • Convey negative information kindly:
    • Don’t overemphasize bad news.
    • Use conditional statements if appropriate.
    • Focus on what can be done.
  • Close with positive statements and suggestions.

Routine Negative Messages

Handling Requests

  • Direct approach is often simpler and more efficient.
  • Use indirect approach for high-stakes situations or established relationships.
  • Modify customer expectations, explain resolutions, and repair relationships.

Employee Communication

  • Use indirect approach for sensitive topics.
  • Choose communication medium carefully.
  • Recommendation letters may require careful handling on social networks.

Application and Performance Reviews

  • Avoid discrimination in rejection messages.
  • Document performance issues.
  • Focus on improvement opportunities.
  • Termination messages require legal input and sensitivity.

Negative Announcements

  • Consider the needs of each group affected.
  • Minimize surprises.
  • Seek expert advice and use multiple media.

Social Media Handling

  • Engage early and often.
  • Monitor conversations and respond appropriately to negative information.

Key Considerations

  • Crafting negative messages requires balancing clarity with sensitivity.
  • Protect both the sender’s and the organization’s image.
  • Aim for ethical and effective communication.