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Delivering Bad-News Messages

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Presentation on theme: "Delivering Bad-News Messages"— Presentation transcript:

1 Delivering Bad-News Messages
Chapter 7 Delivering Bad-News Messages

2 Learning Objectives 1. Explain the steps in the inductive outline and understand its use for specific situations. 2. Discuss strategies for developing the five components of a bad-news message. 3. Prepare messages refusing requests and claims. 4. Prepare messages handling problems with customers’ orders and denying credit. 5. Prepare messages providing constructive criticism, communicating negative organizational news, and responding to crises.

3 Indirect Outline for Bad-News Messages

4 Types of Bad-News Messages
Refusal of request or favor Denial of claim Denial of credit Message of constructive criticism

5 Channel Choice for Bad News: Showing Tact
Personal delivery Says message is important, shows empathy for recipient, and is rich in nonverbal cues and feedback. Electronic messages Tend to be more honest and accurate and can cause less discomfort for sender and receiver. vs.

6 Advantages of Inductive Outline
subject Identifies the ________of the letter without first turning off the reader Presents the reasons _______ the refusal, increasing understanding and acceptance Avoids a negative reaction because the refusal does not come as a ______ Closes on a neutral or ________ note before shock pleasant

7 Exceptions to Inductive Approach for Bad News
Message is second refusal to repeated request Insignificant matter is involved Request is ridiculous, unethical, or illegal Writer wants to “shake” receiver Relationship is so close that human relations can be taken for granted Sender wants to demonstrate authority

8 Developing the Opening
Begin with a _____ to cushion the bad news Avoid empty acknowledgments of the _______ Avoid ________ the bad news too early Avoid building ____ _____ by starting positively buffer obvious revealing false hopes

9 Effective Openings for Bad-News Message
Compliment Point of agreement Good news Resale A review Gratitude

10 Guidelines for Composing Reasons
Provide a smooth transition from opening paragraph Include concise discussion that is logical to reader Show reader benefits and consideration Avoid using company policy as reason

11 Wording the Bad-News Statement
Position bad news strategically Use passive voice, general terms, and abstract nouns Use positive language to accentuate anything good Imply refusal, but only if the receiver can still understand the message

12 Offering a Counterproposal or “Silver Lining”
State s what you can do or offer (tang ible or intan gible ) Provi des a thou ght that turns the discu ssion back in a positi ve direc tion Counterproposal Silver lining

13 Techniques for Closing Positively
De-emphasize the negative Unify the message Include a positive, forward-looking idea Reference pleasant idea from discussion Use resale or sales promotion Express willingness to help in another way

14 To Close Positively, Avoid . . .
________ to the bad news _____ statements that seem shallow or superficial Statements that could _________ the refusal or promote future __________ Returning Trite undermine controversy

15 Delivering Constructive Criticism
Gives the communicator a feeling of having exercised ___________ Allows management to learn of _______ that need to be made Allows staff to modify techniques and become more _________ Helps staff perform better in the _____ responsibility changes successful future

16 Sharing Negative Organizational News
Convey the bad news as soon as possible Give a complete, rational explanation Show empathy and respond to feelings Follow up

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