Transcript A how-to guide to transmitting negative messages. Objectives in Communicating Bad News  When communicating bad news in a business environment, there are four primary.

A how-to guide to transmitting negative
messages.
Objectives in Communicating Bad
News

When communicating bad news in a business
environment, there are four primary goals to
accomplish:
1.
2.
3.
4.
Acceptance: Making sure the person you are
transmitting the news to accepts the negative
message and understands it.
Maintaining a positive image: Through ethical
actions, ensuring that you and your organization
continue to project a good image.
Clarity: Making the message clear enough so no
further communication is necessary.
Protection: Making sure that no legal
responsibility can be placed on yourself or your
organization.
Two Patterns for Delivering Bad
News

The direct pattern
 Used when:
 The reader could overlook the news




• Ex: When included in mass communications like email or
direct mail.
A direct approach is highly suggested by company policy
• Ex: If all communications within a firm are expected to be
direct regardless of their content.
One must be firm
• Ex: In a final collections letter.
The bad news will not be damaging to the reader
• Ex: A letter from a wholesaler to a store about a slight price
increase.
The goodwill of the reader is not important
• Ex: Telling abusive customers their business is no longer
welcome.
The Direct Pattern
Bad News
?
Reasons
?
Positive
Close
?
Two Patterns for Delivering Bad
News

The indirect pattern
 Used when:
 Delivering bad news about orders or products
 Denying routine requests or invitations
 Refusing credit or adjustments
 Giving bad news about people
 Reader is likely to be emotionally involved
 Reader will be displeased by the bad news
The Indirect Pattern
Buffer
?
Reasons
?
Bad
News
?
Positive
Close
?
The Buffer

1. How to write a buffer:
Give the best news first
b) Compliment the reader
c) Thank the reader for communicating and/or
doing business
d) Make a statement on which both you and the
reader agree
e) State objective facts
f) Express concern to the reader
g) Carefully, thoughtfully and very briefly
apologize
a)
The Reasons

2. Stating your reasons:
a) Always give the reasons before revealing the
b)
c)
d)
e)
bad news.
Make sure that while your reasons do not make
you or your organization legally liable, you give
as many details as possible.
If applicable, try to explain how someone
benefits from the bad news.
Choose positive words as much as possible.
Last but not least, make sure the reader knows
that the issue was treated seriously and fairly.
Bad News

Delivering the bad news
a) Strategically select the position the bad news
occupy in your statement. Avoid the beginning
and the end of any paragraph. Place the bad
news between other statements.
b) Use the passive voice so as to remove
yourself and the reader from the interaction as
much as possible.
c) Place as much emphasis as possible on any
positive aspects.
d) If it possible, present an alternative or a
compromise in your refusal or your bad news.
The Positive Close

Closing your statement
a) First, offer a positive prospect for the
future. Perhaps a possibility of doing
business again in the future.
b) Mention alternatives and advice geared
toward them.
c) Avoid clichés to not sound insincere and
avoid further communication.