Presentation on theme: "Acceptance Positive image"— Presentation transcript:
1 Goals in Communicating Bad News Example: Request for Donation from your company AcceptancePositive imageMessage clarity (to avoid additional correspondence)Protection (avoid creating legal liability)Don’t use careless language (plant tour example)Avoid the “good-guy” syndrome (p. 278)
2 Thinking about Delivering Bad News How do you do it in your personal life?What are some techniques you could use to soften the blow of bad news?
3 The Indirect Pattern Prepares the Reader Bad news is generally easier to accept when broken graduallyRevealing bad news slowly and indirectly shows sensitivity to your readerBy preparing your reader, it softens the impact of the bad newsIf you start with the bad news, the reader may toss the letter before getting to the explanation
4 Sometimes we’ll still use the Direct Pattern for Bad News When the receiver may overlook the bad news (rate increases, etc.)When the receiver prefers directnessWhen firmness is necessary (for example, the last of a series of collection letters)When the bad news is insignificant (see next slide)
5 Example of Not-So-Bad News Where we Should Use the Direct Method Our meter reader has reported that your shrubs have grown to the point that it is very difficult to read your electric meter clearly and accurately. The shrubs obscure the meter and must be pushed out of the way. This makes the job of the meter reader much more difficult.Please help us by trimming your shrubs so that we can provide you with consistent and accurate readings. Your cooperation will be greatly appreciated.Activity 11.1
6 Exercise 10. 1 on page 300 Deciding whether to use the direct vs Exercise 10.1 on page 300 Deciding whether to use the direct vs. the indirect approachPlease type the answers individually (direct or indirect), and wait to print. Be prepared to explain why you would use the direct or the indirect method.
7 Four-Part Indirect Pattern for Bad News BufferOpen with a neutral but meaningful statement that does not mention the bad newsReasonsExplain the causes of the bad news before disclosing itBad NewsReveal the bad news without emphasizing it. Provide an alternative or compromise, if possibleClosingEnd with a personalized, forward-looking, pleasant statement. Avoid referring to the bad news
8 Example: Letter denying request to speak Buffer:ShowingAppreciationReasons: Explain the cause of the bad news without disclosing the bad newsBad News: Disclose the bad news without emphasizing it. Provide an alternative, if possibleClosing:End with a personalized, forward-looking, pleasant statement. Avoid referring to the bad newsThank you for your invitation to speak at your banquet May 5. I am honored to be considered as a speaker by your organization. I am presently working on a new e-marketing book with a June 1 deadline. Therefore, I unfortunately do not have the time to make this presentation. However, I can recommend Anderson B. Andrews as a substitute speaker. He has coauthored some of my books and helps with my research. He is particularly knowledgeable about technology trends, and I think your organization would find him to be an interesting speaker. Thank you again for the honor of asking me to speak at your banquet. Your support and interest in my books is appreciated.
9 Buffering the OpeningThe intent of the buffer is to reduce shock or pain.Examples:If there is good news and bad news, start with the good newsBegin with a compliment, if appropriateGive appreciationAgree with the reader about somethingProvide factsShow understandingGive an apology, if appropriateActivity 10.1 – Write an opening statement for each situation. Use buffers for the indirect messages (make assumptions if necessary).
10 Present the bad news without emphasizing it Use the passive-voiceExample:We did not hire you for the position.The position was filled by another applicant.
11 Present the bad news without emphasizing it Subordinate bad news (put it in a subordinate clause)Before Example:Unfortunately, we no longer print a complete catalog. However, we now offer all of our catalog choices at our Web site, which is always current.After Example:Although a printed catalog is not offered, we do offer a complete list of all of our current catalog choices at our Web site.Activities 10.2 and 10.3 on page 301