Chapter 9

Negative Messages

In business, certainly sometimes you face a bad thing so that you must inform others about that bad news. In order to deliver a negative message, you should know two types of format that you should use. They are :

a. Direct format 

- You can use it when the receiver is prefer to use direct information (to the point)

- You can use it when the message is not damaging

b. Indirect format

- You should use it when the news is unexpected

- You should use it if the news can damage customer relationship

- You should use it when the news can trigger negative reaction

The differences of those format :

- Direct strategy format consist of :

      1. Bad News

      2. Reasons

      3. Closing

- Indirect format consist of :

      1. Buffer

      2. Reasons

      3. Bad News

      4. Closing 

   * In this format, in the reason part, try to not stated the negative statement such as refusal. 

Closing part is the essential part of the messages. You should try to make a pleasant closing.