Using the three-step writing process for writing negative messages.

     Last time I discussed that when it comes to writing a proper business message you should use the three-step writing process. Now it's time to discuss how to use the three-step writing process to deliver bad news to someone.

     When planning your message you need to take in the fact immediately that your audience is not going to like what you have to say to them. You need to make sure you think through your purpose of this message carefully to determine how straightforward it is such as turning down a job application, or more complicated such as having to give someone a bad review on performance. Once you have a clear purpose you also need to realize negative messages can sometimes feel extremely personal to the receiver. Selecting the right medium is also very important and it is advised to deliver the message in person to show respect and allow them to ask questions. One thing to remember is that trying to get the main idea across in your message is usually more difficult than just telling a person "no".

     When you begin to write your negative message keep a close eye on the effectiveness of it because if the audience feels the message is unclear it will just add on to their stress. When it comes to saying certain things make sure to choose positive words. For example, "Your request doesn't make any sense." can be perceived as being harsh as opposed to saying "Please clarify your request." So use language that shows respect and doesn't seem to sound as if you are accusing them which will hurt their pride.


     Finally, when it comes to completing your negative message pay very close attention to all details making sure everything is said clearly for the audience to understand, complete as to not leave any details out that can make the audience question something, and concise so the user doesn't have to spend a long time reading more and more bad news. You should make sure you have proofread the document for any grammatical errors and when everything checks out be sure to deliver it promptly and that the audience receives the message.


Below is a link showing intern doctors practicing how to deliver bad news to patients.
Delivering Bad News