3. Composing Effective Negative Messages

While it may not be possible to make the receiver happy when you deliver bad news, you can reduce bad feelings by structuring your message in a sensitive way. Most negative messages take an indirect approach, using a buffer, providing reasons, delivering the bad news with empathy, and closing pleasantly.

What buffering technique are you using if you provide objective information in your opening?

Compliment

Best news

Facts

When are readers more open to hearing bad news?

When no one benefits

When senders make promises they may or may not be able to fulfill

When it may benefit them or someone else

Read each scenario, and then answer the corresponding question.

You need to compose a message to your department explaining that your company is being acquired by a larger company, and you know this news will not be received well by a number of employees. You begin the message with the facts. Then you present an explanation of the situation by focusing on the benefits to the employees.

What techniques should you use to cushion the bad news? Check all that apply.

Position the bad news strategically between other sentences.

Position bad news at the end of the paragraph.

Organize the bad news using bullet points.

Accentuate the positive.

You left work on Thursday evening and forgot to turn in a report that was due that day to your manager. You decide you need to compose an apology.

What should you do when composing the message? Check all that apply.

Accept responsibility for the mistake.

Apologize with sincerity.

Avoid suggesting a remedy.

Ignore the feelings of the receiver.

Your coworker needs to communicate to the cleaning crew that it will need to come in during the holiday break. He is having trouble ending the letter and asks for your advice.

What tips can you offer him? Check all that apply.

Use a canned ending to save time.

Avoid endings that sound canned.

Anticipate future relations and business.

Blame others in the company.

Consider the following scenario and bad-news message, and then answer the questions.

Edison is an administrative assistant for a classic car company specializing in Ford Mustangs. The manager of the shop asks him to proofread a message she is going to send to all employees.

Date: May 10

To: All Employees

From: Hilary Singh, President, Classic Car Restoration Inc.

Subject: Three Shelby Mustangs

You all have to work overtime next week because we must have the three 1965 Shelby Mustangs ready for one of our best clients.

We have to make sure to use all original engine parts and to add a top-of-the-line clear coat on each car. Additionally, the client included the original radios for each car, so we have to install those, too.

I apologize for any inconvenience, but, unfortunately, I am unwilling to make exceptions to this request. I promise you all that your bonus checks will be bigger at the end of the year!

What critique can Edison make of the body of the letter?

It reveals confidential reasons for the bad news.

It provides no explanation.

It fails to reveal reader benefits.

What error should he identify in the closing of the letter?

It invites further correspondence.

It makes a promise that might be difficult to keep.

It offers good wishes.