CHAPTER 8 NEGATIVE MESSAGES
REVIEW QUESTIONS
1. What advantage is gained by using the indirect plan instead of the direct plan for negative messages?[299-201]
The advantage of using the indirect plan for negative messages is that it enables the sender of the message to prepare the receiver for receiving the negative message by first explaining the reason and providing information that is likely to gain a positive reaction and maintain goodwill. This puts receivers in the proper frame of mind to consider the request. If the request were given prior to the explanation, the receiver might form objections that would be difficult to overcome. The receiver also might not read the part of the letter that contains the benefits.
2. Describe the characteristics of the opening buffer section of an indirect plan for a negative message.[201-202]
The opening buffer provides coherence by linking to previous conversation, a point of agreement, or other common ground; builds goodwill and is positive by being courteous, positive words, and setting a positive tone. It maintains neutrality and introduces the explanation by not implying a yes or no for the negative information and setting the stage for the explanation. In the last sentence of the buffer, it provides a transition to the explanation.
3. Describe the characteristics of the logical explanation of the indirect plan for a negative message. [202-203]
The logical explanation give reasoning that justifies the negative information immediately after the opening buffer and, if possible, show how the negative information will be in the receiver’s best interest. The reasoning is presented in a calm, convincing, and pleasant manner using the you-viewpoint. Specifically, the logical explanation relates to the opening buffer, presents convincing reasoning, stresses receiver interests and benefits, uses de-emphasis techniques, and is positive.
4. Describe the characteristics of the negative information section of the indirect plan for a negative message. [202, 204-205]
The negative information follows the logical information and may be in the same paragraph with it. Its primary purpose is to be sure that the receiver understands this part of your message. You either imply the decision clearly or state it explicitly. Present the negative message in a positive manner. To de-emphasize this message, you should not place it in a separate paragraph. Use positive words and say what can be done. Don’t apologize. In summary, characteristics of the negative message are that it relates to the logical explanation, gives negative information implicitly or explicitly, uses de-emphasis techniques, gives negative information quickly, is positive, says what can be done (not what cannot), and avoids an apology.
5. Describe the characteristics of the constructive follow-up and the friendly close sections of the indirect plan for a negative message. [202, 206]
The constructive follow-up provides other solutions to the problem or gives an additional reason justifying the negative information. The friendly close builds goodwill by personalizing it, relating to the topic without reminding of the negative information, not apologizing, and including a friendly remark appropriate to the receiver. The primary purpose is to regain the goodwill of the receiver.
6. When is it appropriate, or even desirable, to use the direct plan for negative messages? [220-221]
The direct plan for negative messages places the main idea in the first sentence or paragraph, followed by the logical explanation, constructive follow-up, and friendly close. The direct plan may be appropriate when negative messages are routine, it is the receiver’s communication preference, the negative information needs emphasis, or the negative information is already known or expected.