Negative News Message Elements

The elements of a negative news message are a buffer, statement of bad news,
explanation/details and closing. When writing a negative message, you can use the
direct method or the indirect method to organize these elements:

Direct method: The direct method does not have a buffer; it starts with the statement
of bad news. The explanation/details follow the statement of bad news, and the
message ends with a neutral, specific, forward-looking closing.

Sample negative message using direct method

Because of recent changes to our payroll system, you will receive January 20’s
paycheck on January 27 (bad news stated positively). To make sure all system
changes result in accurate paychecks, we will process this week’s payroll as usual
and then compare it to last week’s (explanation). Verifying all details will take
several days (explanation).

After this pay period, the system will generate paychecks weekly as usual. We
appreciate your patience as we all adjust to our new and improved payroll system
(positive forward-looking closing).

Indirect method: The indirect method begins with a buffer followed by the statement
of bad news. The explanation/details follow the statement of bad news, and the
message ends with a neutral, specific, forward-looking closing. Depending on the topic,
the explanation/details and statement of bad news can appear in either order.

Sample negative message using indirect method

As you know, recent changes have been made to our payroll system (buffer). To
make sure all system changes result in accurate paychecks, we will process this
week’s payroll as usual and then compare it to last week’s figures (explanation).
Because it will take several days to verify all details, you will receive January 20’s
paycheck on January 27 (bad news stated positively).

After this pay period, the system will generate paychecks weekly as usual. We
appreciate your patience as we all adjust to our new and improved payroll system
(positive forward-looking closing).

Important: Both versions above tell readers they are not getting a check on the
upcoming payday using only positive language. Also note that though the two
messages above contain two paragraphs, a negative news message can
contain more than that. The order of information depends on the method you’re
using (direct or indirect), and only the closer should be in a paragraph by itself.

To recap, the four parts of a negative message are the buffer, statement of bad news,
explanation and closing. See the bold underlined terms below for detailed definitions
of each part of a negative message:

Buffer: A good buffer effectively and thoughtfully hints at the message’s
content/situation so the reader is prepared for the subject matter you are going to
address. It “softens the blow” of the bad news without tipping off readers that bad news
is coming. It should not be overly positive or generic, such as “Thanks for being a great
employee!” or “We appreciate your hard work.” Instead, it should express a meaningful
point or two that hints at the message’s content/situation to help the reader take the bad
news/criticism better. For example, if you want to tell readers their paychecks are being
delayed, your buffer might read Recent changes have been made to our payroll system.
Note: The buffer is required only when you use the indirect method.

Below are several types of buffers. Note that though not all good buffers fit into
one of the categories below, they all must be specific, relevant to the situation
and sincere, never general and generic:

a) agreement (state a specific point related to the situation that you and the
reader agree on): We both know the challenges of running a start-up company in
this economy OR It can be challenging to run a start-up company in this
economy.

b) appreciation (express appreciation for something specific related to the
situation, not a generic “thank you for your hard work”): Thank you for
recommending Sara Jones for the internship or I appreciate…

c) cooperation (state your willingness to help with something specific related to
the situation): Our benefits coordinator will gladly help you determine which plans
you qualify for.

d) fairness (assure reader you’ve thought carefully about the situation): I have
read your proposal as well as the supplementary articles you sent on
discretionary vacation time.

e) good news (state a piece of good news related to the situation): We have
credited your account for the shipping fee of the item you returned.

f) praise (give a genuine, specific compliment related to the situation): Your firm
has always helped us find the most qualified candidates.

g) understanding (state a point showing you understand/appreciate the reader’s
goals/needs/situation): To help you troubleshoot the TX-210’s most common
issues, attached is our latest user guide.

Sample Buffers Written Effectively

● Scenario A: You must tell a co-worker you are rejecting his latest proposal.

Buffer of appreciation: Thank you for your proposal on creating an in-office
daycare service. Your research shows several good reasons to offer in-office
daycare. Note: The buffer orients the reader to the topic of the message without
giving away the bad news and expresses appreciation for something specific the
person has done in this situation.

● Scenario B: To boost the number of positive online reviews, your business
partner has asked your staff to pose as satisfied customers and write glowing
reviews, so you have to step in to make sure they don’t do that. This isn’t
necessarily bad news for your readers, but you still have to handle what would’ve
been an ethically questionable request without criticizing your partner but also
being clear that there’s an honest way to achieve the same result.

Buffer of agreement: We all know how important it is to have good online
reviews, and it can be challenging for a new business like ours to get them.
Instead of writing them ourselves, we should reach out to current satisfied
customers and ask them to write honest reviews. Note: This buffer puts the
situation in a positive light and acknowledges both the reader and writer have
similar attitudes/beliefs, thereby minimizing disagreement.

Statement of bad news/criticism:The statement of bad news/criticism gives the
message’s point in a sentence or two. Using the same example above about delayed
paychecks, your statement of bad news might read You will receive January 20’s
paycheck on January 27. Note: Instead of writing You will not get paid this week, the
sentence tells readers when they will get paid.

Explanation: The explanation offers details and reasoning to explain the bad news. It
should make readers feel the writer is fair and thoughtful. Avoid apologizing unless it will
save the company image since apologies can be seen as admissions of fault/guilt.

Closing: The closing should make a point that is positive, topic-specific and
future-oriented, not a generic statement like Thank you for your hard work. Also avoid
ending with sentences like “If you have any questions, please let me know” or “If I can
further explain these details to you, please ask.” Though there are exceptions, if you’ve
delivered an effective message, readers should have no questions. Also, do not repeat
the bad news/criticism, do not apologize if an apology is not needed, and do not offer to
discuss it further or express doubt that your reasons will be accepted; doing so opens
you up to scrutiny. If you have explained the situation in a reasonable and ethical way,
the reader will accept your message, and anyone who does want/need to discuss it
further will approach you to do so. Below are some situations and effective closings:

● Situation 1: The writer needs to turn down the reader’s bid but leave open the
opportunity for future work.

Effective Closing: Thank you again for your bid. We look forward to working
with your company on future projects that may require your expertise.

● Situation 2: The writer has delivered constructive criticism regarding how an
employee can improve when it comes to working with others.

Effective Closing: I look forward to seeing you make these changes as they will
surely enhance your performance as a team member.

● Situation 3: The writer needs to turn down the reader’s request to replace
plumbing free of charge but offer a free inspection as a gesture of goodwill.

Effective Closing: I would be happy to give you a free inspection. Please call
me at (012) 345-6789 to make an appointment.