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Mastering Negative Messages in Business Communication

Negative messages in business communication are often viewed as unpleasant or disappointing. Learn when to choose the indirect or direct plan and follow specific guidelines for effective message construction for various purposes.

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Mastering Negative Messages in Business Communication

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  1. Chapter 8 Negative Messages Business Communication Krizan, Merrier, Logan, & Williams

  2. Learning Objective 1 Describe the nature of negative messages. Business Communication Krizan, Merrier, Logan, & Williams

  3. Negative Messages • Likely to be viewed as unpleasant, disappointing, or unfavorable by the receiver • A challenge to compose • An opportunity to resolve a business problem Business Communication Krizan, Merrier, Logan, & Williams

  4. Learning Objective 2 Explain the reasons to choose the indirect plan or the direct plan for negative messages. Business Communication Krizan, Merrier, Logan, & Williams

  5. Indirect Plan Receiver expects positive response. The message may be upsetting or disappointing to the receiver. The receiver prefers indirect communication. Direct Plan The message is routine and negative but not upsetting to the receiver. You wish to emphasize the negative information. The receiver already knows or expects the negative news. The receiver prefers the direct style. Indirect versus Direct Plan Business Communication Krizan, Merrier, Logan, & Williams

  6. Learning Objective 3 Describe the five specific guidelines for appropriate use of the indirect plan. Business Communication Krizan, Merrier, Logan, & Williams

  7. Indirect Plan Use • Opening buffer • Logical explanation • Negative information • Constructive follow-up • Friendly close Business Communication Krizan, Merrier, Logan, & Williams

  8. Learning Objective 4 Prepare effective negative messages for a variety of purposes using the indirect plan. Business Communication Krizan, Merrier, Logan, & Williams

  9. Negative Message Construction • Use the you-viewpoint • Follow the indirect plan • Opening buffer • Logical explanation • Negative information • Constructive follow-up • Friendly close Business Communication Krizan, Merrier, Logan, & Williams

  10. Learning Objective 5 Describe the guidelines for appropriate use of the direct plan. Business Communication Krizan, Merrier, Logan, & Williams

  11. The Direct Plan Steps • Present the main topic in the first sentence • Follow with an explanation • Include a constructive follow-up • Add a friendly close Business Communication Krizan, Merrier, Logan, & Williams

  12. The Direct Plan Usage • Routine negative messages that will not be upsetting • When the receiver’s preference is for direct messages Business Communication Krizan, Merrier, Logan, & Williams

  13. Learning Objective 6 Prepare effective negative messages for a variety of purposes using the direct plan. Business Communication Krizan, Merrier, Logan, & Williams

  14. Direct Plan Negative Messages • Use the direct plan when appropriate to the receiver and the situation. • Use the direct plan for negative messages that are expected or not upsetting to the receiver. Business Communication Krizan, Merrier, Logan, & Williams

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