Lecture Notes: Professional Messages and Chapter 9 Overview

Introduction

• Focus on professional messages, specifically negative messages in Chapter 9.
• Previously covered routine messages with a pleased and interested audience (Chapter 8).
• Key Points:
  • Direct outline for routine messages: State purpose, provide reasons and details, goodwill ending.
  • Negative messages aim to maintain goodwill despite delivering unfavorable news.

Key Elements of Negative Messages

• Purpose: Present in a way that the audience will accept, even if they don’t agree.
• Process: Use three-step communication approach.
• Credibility: Higher credibility means less need for detailed reasoning.
• Audience Characteristics: Tailor messages to specific audience needs.
• Communication Etiquette: Choose appropriate mediums; avoid impersonal digital approaches.

Indirect/Inductive Approach for Negative Messages

• Reasons precede the main negative news.
• Exceptions to Inductive Approach:
  • Repeated requests.
  • Situations requiring immediate impact.
  • Cultural considerations favoring direct communication.

Structure of Negative Messages

1. Opening with a Buffer

   • Neutral or agreeable statement related to the negative message.
   • Smooth transition from opening to body.

2. Body

   • Present reasons and analysis before the negative statement.
   • Use positive tones and de-emphasize negative aspects.
   • May include counter proposals or silver linings.

3. Closing

   • Do not restate the negative.
   • Focus on goodwill or future-oriented statements.

Techniques for Effective Negative Messages

• Buffers: Neutral statements that do not mislead but ease into the reasons.
• Reasons: Logical, benefit-oriented, avoiding company policy as sole reason.
• Negative Statement: Position strategically after reasons, use passive voice if helpful.
• Counter Proposals/Silver Linings: Offers alternatives or positive spins where feasible.
• Closing: Positive, forward-looking, avoiding trite or open-ended statements.

Examples and Application

• Example of poorly constructed vs. well-constructed negative messages.
• Importance of using correct personal titles and respectful address.

Practical Application

• Exercises will include writing several negative messages using indirect outline.
• Feedback loop for iterative improvement of message construction.

Conclusion

• Focus on creating messages that lead to audience acceptance of the negative news.
• Emphasize maintaining goodwill and future relationships.
• Upcoming work includes both direct and indirect outlines.

Additional Notes

• Avoid ending any message with open-ended statements.
• Specificity is key in avoiding continued unnecessary communication.

This concludes the notes for Chapter 9 on professional negative messages. Focus on the indirect approach for conveying negative information effectively while preserving professional relationships.