HEK 216

Written Business Communication

Lecture 10a
Writing Negative Messages

Learning Objective
1. Apply the three-step writing process to
negative messages.

Three-Step Writing Process for

Negative Messages
1) Planning negative messages
2) Writing negative messages
3) Completing negative messages

Planning Elements

Step 1: Planning
Negative Messages
Consider Your Audience and Purpose
Gather the Information Your Audience
will Need
Choose the Right Media and Channel
Choose the Best Approach

Step 1: Planning
Negative Messages
Consider Your Audience and Purpose
-Your audience does not want to hear what you
have to say
-Plan carefully
-To minimise the damage to business relationships
-To encourage the acceptance of your message

Step 1: Planning
Negative Messages
Gather the Information Your Audience will
Need
-To understand and accept your message
Choose the Right Media and Channel
-For instance, experts advise that bad news for
employees should always be delivered in person
whenever possible

Step 1: Planning
Negative Messages
Choose the Best Approach
-Direct approach
Opens with the bad news, proceeds to the
reasons for the situation or the decision, and
ends with a positive statement aimed at
maintaining a good relationship with the
audience

Step 1: Planning
Negative Messages
Choose the Best Approach
-Indirect approach
Opens with the reasons behind the bad news
before presenting the bad news itself.

Step 1: Planning
Negative Messages

Writing Elements

Step 2: Writing
Negative Messages
Write with Clarity and Sensitivity
Clarify Your Qualifications
Observe Communication Etiquette
Choose Positive, Productive Words

Step 2: Writing
Negative Messages
Write with Clarity and Sensitivity
- help your reader accept the decision and move
on
Clarify Your Qualifications
- message recipients will not question your
authority or ability

Step 2: Writing
Negative Messages
Observe Communication Etiquette
-Use language that conveys respect and avoids
an accusing tone
Choose Positive, Productive Words
- To ease the sense of disappointment

Step 2: Writing
Negative Messages
Examples of Negative Phrasings Positive Alternative
Your request does not make any
sense.

Please clarify your request.

The damage will not be fixed for a

week.

The item will be repaired next

week.

You are clearly dissatisfied.

I recognise that the product did not

live up to your expectations.

I was shocked to learn that you are

unhappy.

Thank you for sharing your

concerns about your shopping
experience.

The enclosed statement is wrong.

Please verify the enclosed

statement and provide a correct
copy.

Completing Elements

Step 3: Completing
Negative Messages
Revise Your Content
Produce Professional Documents
Proofread Your Work Carefully
Deliver Messages Promptly

Step 3: Completing
Negative Messages
Revise Your Content
-make sure everything is clear, complete, and
concise
Produce Professional Documents
-Produce clean, professional documents
Proofread Your Work Carefully
-To eliminate mistakes

Step 3: Completing
Negative Messages
Deliver Messages Promptly
-Withholding or delaying bad news can be
unethical.

Summary
Step 1: Planning Negative Messages
Choosing the Approach
Step 2: Writing Negative Messages
Step 3: Completing Negative Messages