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Negative Messages

The document discusses communicating negative messages and provides guidance on using direct and indirect plans. The indirect plan is recommended when the message is unexpected and may upset the receiver or affect their self-esteem. It involves buffering the negative information between a logical explanation and constructive follow-up. The direct plan is used for expected or routine negative messages and emphasizes the information with a logical explanation and friendly close. Effective communication adapts to the receiver's perspective and emphasizes positive words with respect.

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Angela Dudley
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5K views19 pages

Negative Messages

The document discusses communicating negative messages and provides guidance on using direct and indirect plans. The indirect plan is recommended when the message is unexpected and may upset the receiver or affect their self-esteem. It involves buffering the negative information between a logical explanation and constructive follow-up. The direct plan is used for expected or routine negative messages and emphasizes the information with a logical explanation and friendly close. Effective communication adapts to the receiver's perspective and emphasizes positive words with respect.

Uploaded by

Angela Dudley
Copyright
© Attribution Non-Commercial (BY-NC)
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPT or read online on Scribd
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Chapter 8

Negative Messages
Negative Messages

• Convey unpleasant,
disappointing, or unfavorable
information for the receiver
• Can be an opportunity to resolve
a business problem successfully
Negative Messages

• May use the direct or indirect plan


• Consider these questions:
– What message does the receiver
expect?
– How will the receiver respond
emotionally to the negative message?
– Will it affect the individual’s ego or self-
esteem?
Use The Indirect Plan if:

• The receiver expects a positive response.


• The negative message affects the receiver
personally and will be upsetting.
• The negative message is of importance,
and the receiver will react negatively.
• The receiver prefers indirect
communication due to culture or other
reasons.
Use the Direct Plan if:
• The negative message may be
expected, is routine, or will not be
upsetting to the receiver.
• The negative information needs to be
emphasized.
• Your receiver’s preference, cultural
or otherwise, is directness.
• The message responds to a death or
a tragedy.
Three Keys of Effective
Communicators

• Adapt the message to the


receiver’s viewpoint.
• Emphasize positive, bias-free
words.
• Show respect for the receiver’s
needs and interests.
The Indirect Plan

• Enables receivers to accept


negative information
• Enables receivers to maintain a
satisfactory relationship with you
and your organization
Negative Messages Using the
Indirect Plan

• Refused claims
• Refused requests
• Unfavorable decisions
• Unsolicited negative information
The Indirect Plan

• Opening buffer
• Logical explanation
• Negative information
• Constructive follow-up
• Friendly close
Opening Buffer

• Provides coherence
• Builds goodwill
• Is positive
• Maintains neutrality and
introduces the explanation
Logical Explanation

• Relates to the opening buffer


• Presents convincing reasoning
• Stresses the receiver interest
and benefits
• Uses de-emphasis techniques
• Is positive
Negative Information
• Relates to the logical explanation
• Gives negative information implicitly
or explicitly
• Uses de-emphasis techniques
• Gives negative information quickly
• Is positive
• Says what can be done (not what
cannot)
• Avoids an apology
Constructive Follow-up

• Provides an alternative solution


• Gives additional reasoning
Friendly Close

• Builds goodwill
• Personalizes the close
• Stays off the negative subject
• Is warm and optimistic
Request Refusals

• Denial of something that


someone asked for
• Uses the indirect plan because it
will be negative information for
the receiver
Adjustment Refusals

• Denial of a claim
• Uses the indirect plan because it
will be negative information for
the receiver
Credit Refusals

• Rejection of a credit request


• Uses the indirect plan because it
will be negative information for
the receiver
Unsolicited Negative Messages

• May use the modified indirect


plan
• Begins with an explanation
• Describes the changes and
implications
• Ends with a friendly close
Using the Direct Plan for
Negative Messages

• Begin with the main idea.


• Follow with the logical
explanation.
• Then include the constructive
follow-up.
• Finish with a friendly close.

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