9.4 Negative Messages
At times in the usual course of work, we must convey messages that may not be well received by the audience. Bad news messages or messages containing information that the reader will resist call for the indirect approach whereby the key idea is placed near the close instead of in the opening. That way, you can create a buffer that prepares the reader for the negative news and add an explanation that promotes understanding before the key idea is conveyed. That buffer allows the reader to be prepared for the news that follows.
Business Communication for Success suggests seven goals you should consider when delivering negative news (University of Minnesota Libraries Press, 2015):
- Be clear and concise in order not to require additional clarification.
- Help the receiver understand and accept the news.
- Maintain trust and respect for the business or organization and for the receiver.
- Avoid legal liability or erroneous admission of guilt or culpability.
- Maintain the relationship, even if a formal association is being terminated.
- Reduce the anxiety associated with the negative news to increase comprehension.
- Achieve the designated business outcome.
The video, How to Deliver Bad News (2015) illustrates five strategies noted above.
This chapter will discuss a few negative message types that are frequently put to use in business contexts, highlighting key idea placement and message structure.
Knowledge Check
Using the Indirect Approach to Organize Ideas
Your thorough audience and context analysis will inform you on the probable emotional response your message will receive. With this information, you can adapt your message such that it is conveyed with tactfulness and empathy. If your document contains a negative message that will not evoke an emotional response, then you can use the direct approach to organize the content. However, when you expect the reader to respond to your message with an negative emotional response, you should organize your message using the indirect approach.
The indirect approach is created by placing the key idea near the closing paragraph, thus delaying the key message so that the reader has time to understand the rationale behind the decision or message as a whole. As such, the message would be structured in the following way:
Negative Message Structure
OPENING and BACKGROUND
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EXPLANATION
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KEY IDEA: NEGATIVE NEWS STATEMENT
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OFFER ALTERNATIVES OR REDIRECT
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CLOSE
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The following, adapted from Arly Cruther’s Business Communication for Everyone (2020), explains each of these parts.
1. Create a buffer statement
The first part of a negative news message, verbal or written, is a buffer statement. It provides neutral or positive information and establishes good will. It sets the tone and often serves as a cushion for the information to come. It is important that the buffer not be overly positive because this can be misleading or set up the reader to expect a positive news message instead. If necessary