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Business Communication: Building Critical Skills
Kitty O. Locker, Ohio State University
Steven Kyo Kaczmarek, Columbus State Community College
Kathryn Braun, Sheridan College
Negative Messages

E-Learning Session

  1. What's the best subject line for a negative message? Only use negative subject lines if you think the reader may otherwise ignore the message.
    1. Letters don't require subject lines; memos do.
    2. Omit negative subject lines in letters unless you think readers will ignore what they think is a routine message.
    3. When you give bad news to superiors, use a subject line that focuses on solving the problem.
    4. When you write to peers and subordinates, put the topic (but not your action on it) in the subject line.
      • CONCEPT CHECK True or False: Use the same subject line in negative messages for all audiences; people appreciate consistency. CONCEPT CHECK
  2. How should I organize negative messages? It depends on your purposes and audiences.
    1. For external negative messages, use the indirect pattern
      • Start with a neutral statement of buffer POWERPOINT SLIDE
      • Explain
      • Give the negative just once, clearly
      • Present an alternative or compromise if one is available
      • End with a positive, forward-looking statement
    2. For internal messages, choose a pattern according to the audience. TRANSPARENCY MASTER
  3. Why should I give an alternative if one is available?
    1. Offers the reader another way to get what he or she wants.
    2. Suggests that the writer really cares about the reader.
    3. Enables the reader to reestablish psycological freedom
  4. What are the most common kinds of negative messages? Rejections and refusals, disciplinary notices and negative performance appraisals, and layoffs and firings.
    1. Three types of negative messages are particularly difficult to write. TRANSPARENCY MASTER
  5. How can PAIBOC help me write negative messages? The PAIBOC questions help you examine the points your message should include.
    1. PAIBOC is a tool to help you probe the basic points for a solution. POWERPOINT SLIDE
  6. Go to the Self-Quizzes section if you would like to test your understanding of this module.




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