Being adept at communicating negative information will give you the confidence you need to handle sensitive in a positive, constructive manner. You will find that stating unpleasant ideas tactfully and positively preserves the receiver’s self worth and builds future friendship. The following suggestions can reduce the sting of an unpleasant thought:
- State ideas using positive language. Do not forget to submit your time and expense report by noon on Friday (negative Tone). Remember to submit your time and expense report by noon on Friday (Positive Tone). We cannot ship your order until you send us full specifications (Negative Tone). You will receive your order as soon as you send us full specifications (Positive Tone).
- Avoid using second person when stating negative ideas. You completed the project in time (Pleasant idea). The person will appreciate the emphasis placed on his or her excellent performance. This page contains many mistakes (Unpleasant ideas). “You made many mistakes on this page” would direct attention to the person who made the mistakes and would not be diplomatic.
- Use passive voice to convey negative ideas. He did not proofread this bid proposal carefully (Active Voice). This bid proposal was not proofread carefully. The job was completed ahead of time (Passive Voice). He completed the job ahead of schedule (Active voice preferred for positive ideas).
- Use the subjunctive mood. I cannot approve your transfer to overseas operation (Negative Tone). If positions were available in our overseas operation, I would approve your transfer ( Subjunctive mood conveys positive tone).
- Include a pleasant statement in the same sentence. Your personnel ratings for communication ability and interpersonal skills were satisfactory (Negative Tone). Your personnel ratings for communication ability and interpersonal skills were satisfactory, but your rating for technical competence was excellent.
- State ideas using positive language. Do not forget to submit your time and expense report by noon on Friday (negative Tone). Remember to submit your time and expense report by noon on Friday (Positive Tone). We cannot ship your order until you send us full specifications (Negative Tone). You will receive your order as soon as you send us full specifications (Positive Tone).
- Avoid using second person when stating negative ideas. You completed the project in time (Pleasant idea). The person will appreciate the emphasis placed on his or her excellent performance. This page contains many mistakes (Unpleasant ideas). “You made many mistakes on this page” would direct attention to the person who made the mistakes and would not be diplomatic.
- Use passive voice to convey negative ideas. He did not proofread this bid proposal carefully (Active Voice). This bid proposal was not proofread carefully. The job was completed ahead of time (Passive Voice). He completed the job ahead of schedule (Active voice preferred for positive ideas).
- Use the subjunctive mood. I cannot approve your transfer to overseas operation (Negative Tone). If positions were available in our overseas operation, I would approve your transfer ( Subjunctive mood conveys positive tone).
- Include a pleasant statement in the same sentence. Your personnel ratings for communication ability and interpersonal skills were satisfactory (Negative Tone). Your personnel ratings for communication ability and interpersonal skills were satisfactory, but your rating for technical competence was excellent.
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