Presentation on theme: "A how-to guide to transmitting negative messages."— Presentation transcript:
1 A how-to guide to transmitting negative messages. Delivering Bad NewsA how-to guide to transmitting negative messages.
2 Objectives in Communicating Bad News When communicating bad news in a business environment, there are four primary goals to accomplish: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.
3 Two Patterns for Delivering Bad News The direct patternUsed when:The reader could overlook the newsEx: When included in mass communications like or direct mail.A direct approach is highly suggested by company policyEx: If all communications within a firm are expected to be direct regardless of their content.One must be firmEx: In a final collections letter.The bad news will not be damaging to the readerEx: A letter from a wholesaler to a store about a slight price increase.The goodwill of the reader is not importantEx: Telling abusive customers their business is no longer welcome.
4 The Direct PatternBad News?ReasonsPositive Close
5 Two Patterns for Delivering Bad News The indirect patternUsed when:Delivering bad news about orders or productsDenying routine requests or invitationsRefusing credit or adjustmentsGiving bad news about peopleReader is likely to be emotionally involvedReader will be displeased by the bad news
6 The Indirect PatternBuffer?ReasonsBad NewsPositive Close
7 The Buffer 1. How to write a buffer: Give the best news first Compliment the readerThank the reader for communicating and/or doing businessMake a statement on which both you and the reader agreeState objective factsExpress concern to the readerCarefully, thoughtfully and very briefly apologize
8 The Reasons 2. Stating your reasons: Always give the reasons before revealing the 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.
9 Bad News Delivering the bad news 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.Use the passive voice so as to remove yourself and the reader from the interaction as much as possible.Place as much emphasis as possible on any positive aspects.If it possible, present an alternative or a compromise in your refusal or your bad news.
10 The Positive Close Closing your statement First, offer a positive prospect for the future. Perhaps a possibility of doing business again in the future.Mention alternatives and advice geared toward them.Avoid clichés to not sound insincere and avoid further communication.