Positive Messages, Negative Messages and Persuasive Messages Notes – CSEET
Positive messages include messages where the audience is expected to react in a neutral to positive manner. Positive messages tend to consist of routine or good news. These messages might be items such as congratulations, confirmations, directions, simple credit requests, or credit approvals. Following messages are considered as positive communication when:
The receiver likes or expects this news (product shipped on time)
The receiver needs little education or background to understand the news (travel arrangement for the conference)
The receiver considers the message routine, even if not completely positive (parking lot closed for three days for new striping)
Negative messages include messages where the audience is expected to react in a negative manner. Negative messages consist of bad news. In these messages, the sender’s goal is to convey the bad news in a manner that preserves the business relationship. While the sender must deliver bad news, the sender wants to avoid an employee quitting or a customer finding another vendor. These messages might be items such as refusal to provide a refund, cancellation of an event, inability to support an event and more.
Following messages are considered as negative communication when:
The receiver may be displeased (cost for repair is to be borne by receiver, not the the company)
The receiver needs a little persuasion (new log-on procedure takes longer but is more secure)
The receiver may be somewhat uncomfortable (new performance appraisal system underway but employees are used to the old ways of performance appraisal)
The third, overlapping category is persuasive messages. In this type of message, the audience is expected to need encouragement in order to act as the sender desires. In some cases, the receiver is more like a positive audience; for example, when you’re asking for a recommendation letter or when you’re inviting someone to attend an after-hours work function. In other cases, the receiver is more like a negative audience; for example, when you’re requesting additional payment as a result of a shared error or when you’re providing an extension to an impending due date.
Following messages are considered as persuasive communication when:
The receiver may be reluctant (please speak to the new employee group)
The receiver is being asked a favor (please write recommendation letter)
The receiver may be invited to something somewhat outside regular duties (please supervise a new book club that will meet on campus after work)
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