Chapter 9: Writing Negative Messages

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

Step 1: Planning a Negative Message
Analysis, investigation, and adaptation help you avoid alienating your readers. When preparing negative messages, choose the medium with care. Appropriate organization helps readers accept your negative news.
Step 2: Writing a Negative Message
Step 3: Completing a Negative Message

Five goals of negative messages:

• Give the bad news
• Ensure acceptance of the bad news
• Maintain reader’s goodwill
• Maintain organization’s good image
• Minimize or eliminate future correspondence on the matter, as appropriate



2. Explain the differences between the direct and the indirect approaches to negative messages, including when it’s appropriate to use each one.

Choosing the Better Approach

• Will the bad news come as a shock?
• Does the audience prefer short messages that get right to the point?
• How important is this news to the audience?
• Do you need to maintain a close working relationship with the audience?
• Do you need to get the audience’s attention?
• What is your organization’s preferred style?


Using the Direct Approach Effectively

• Opening with a clear statement of the bad news
• Providing reasons and additional information
• Closing on a positive note


Using the indirect approach effectively

• Opening with a buffer
• To handle bad news carefully
• Avoid a negative or uncertain conclusion


3. Explain the importance of maintaining high standards of ethics and etiquette when delivering negative messages.

• First, in many cases, the communicator needs to adhere to a variety of laws and regulations when delivering negative messages.
• Second, good ethical practice demands care and sensitivity in the content and delivery of negative messages.
• Third, communicators need to manage their own emotions when crafting and distributing negative messages while at the same time considering the emotional needs of their audiences


4. Explain the role of communication in crisis management

Preparation is key for successful crisis management. Although you can’t anticipate the nature and circumstance of every possible crisis, you can prepare by deciding such issues as who is in charge of communications, where the press and the public can get information, and what will be said in likely emergency scenarios. Rumor control is another important aspect; with the advent of instant messaging, text messaging on mobile phones, television, and other rapid communication vehicles, incorrect information can spread worldwide in seconds. A good crisis communication plan includes such items as e-mail and phone lists for important media contacts, website templates for various emergency scenarios, and after-hours contact information for key personnel in the company.


5. List three guidelines for delivering bad news to job applicants, and give a brief explanation of each one.

• Consider your approach carefully.
• State clearly why the applicant was not selected
• Suggest alternatives.


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1. Crisis Management
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2. Professional crisis management
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