Writing Negative Messages

Test your Knowledge 1-5
1. The five main goals in delivering negative messages are to give bad news, ensure its acceptance, maintain a reader's goodwill, maintain the organization's good image, and reduce future correspondence on the matter.

2. There are several questions you should ask yourself when deciding whether to use the direct of indirect approach. They include:
- Will the bad news come as a shock?
- Does the reader prefer short messages that get right to the point?
- How important is this news to the reader?
- Do you need to maintain a close working relationship with the reader?
- Do you need to get the reader's attention?
- What is your organization's preferred style?

3. The first step in using the indirect approach to convey a negative message is to write a buffer. Then provide reasons and additional information that will convey your bad news. Continue from there with a clear statement of the bad news and close with a positive note.

4. A buffer is a neutral, noncontroversial statement that is closely related to the point of the message and which establishes common ground with your reader. Some critics believe buffers are unethical because they can be written as insincere and deceptive.

5. By presenting your reasons before explaining the decision itself, you help maintain focus on the issues at hand and defuse the emotions that always accompany significantly bad news.