2 Learning Objectives1. 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.
4 Types of Bad-News Messages Refusal of request or favorDenial of claimDenial of creditMessage of constructive criticism
5 Channel Choice for Bad News: Showing Tact Personal deliverySays message is important, shows empathy for recipient, and is rich in nonverbal cues and feedback.Electronic messagesTend to be more honest and accurate and can cause less discomfort for sender and receiver.vs.
6 Advantages of Inductive Outline subjectIdentifies the ________of the letter without first turning off the readerPresents the reasons _______ the refusal, increasing understanding and acceptanceAvoids a negative reaction because the refusal does not come as a ______Closes on a neutral or ________ notebeforeshockpleasant
7 Exceptions to Inductive Approach for Bad News Message is second refusal to repeated requestInsignificant matter is involvedRequest is ridiculous, unethical, or illegalWriter wants to “shake” receiverRelationship is so close that human relations can be taken for grantedSender wants to demonstrate authority
8 Developing the Opening Begin with a _____ to cushion the bad newsAvoid empty acknowledgments of the _______Avoid ________ the bad news too earlyAvoid building ____ _____ by starting positivelybufferobviousrevealingfalse hopes
9 Effective Openings for Bad-News Message ComplimentPoint of agreementGood newsResaleA reviewGratitude
10 Guidelines for Composing Reasons Provide a smooth transition from opening paragraphInclude concise discussion that is logical to readerShow reader benefits and considerationAvoid using company policy as reason
11 Wording the Bad-News Statement Position bad news strategicallyUse passive voice, general terms, and abstract nounsUse positive language to accentuate anything goodImply 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 tionCounterproposalSilver lining
13 Techniques for Closing Positively De-emphasize the negativeUnify the messageInclude a positive, forward-looking ideaReference pleasant idea from discussionUse resale or sales promotionExpress willingness to help in another way
14 To Close Positively, Avoid . . . ________ to the bad news_____ statements that seem shallow or superficialStatements that could _________ the refusal or promote future __________ReturningTriteunderminecontroversy
15 Delivering Constructive Criticism Gives the communicator a feeling of having exercised ___________Allows management to learn of _______ that need to be madeAllows staff to modify techniques and become more _________Helps staff perform better in the _____responsibilitychangessuccessfulfuture
16 Sharing Negative Organizational News Convey the bad news as soon as possibleGive a complete, rational explanationShow empathy and respond to feelingsFollow up