9 Negative Messages Business Communication: Process and Product, 8e Mary Ellen Guffey and Dana Loewy Instructor PowerPoint Library, 8e © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

Learning Objective 1 Understand the strategies of business communicators in conveying negative news, apply the bad-news writing process, and avoid legal liabilities. © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. LO 1

Types of Unfavorable News Refusing a request for donation Rejecting a Proposal Terminating an employee © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. © MelisendeVector.com/Fotolia LO 1 Explain poor business performance Responding to unhappy customers

Goals in Conveying Unfavorable News Conveying empathy and sensitivity Projecting a professional image Being fair © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. © MelisendeVector.com/Fotolia LO 1 Explaining clearly and completely Maintaining friendly relations

Applying the 3-x-3 Writing Process Phase 1 Analysis, Anticipation, and Adaptation © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Analyze the bad news. Anticipate its effect on the receiver. Announce the bad news directly if the disappoint-ment will be mild. Use techniques to reduce the pain if the bad news is serious. LO 1 How Bad is Bad? Do you know them and the situation?

Applying the 3-x-3 Writing Process Phase 2 Research, Organization, and Drafting © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Gather information. Brainstorm for ideas. Jot down all reasons you have to explain the bad news. LO 1 Are there other ways to do this? What are the relevant facts? Who is involved in this bad news?

Applying the 3-x-3 Writing Process Phase 2 Research, Organization, and Drafting © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Present only the strongest and safest reasons. Include ample explanation of the negative situation. Avoid fixing blame. LO 1 Your job performance is poor….and people hate you. Practice Win/Win Show just cause

Applying the 3-x-3 Writing Process Phase 3 Revision, Proofreading, and Evaluation © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Read the message carefully to ensure that it says what you intend. Check the wording to be sure you are concise without being abrupt. Read the sentences to see if they sound like conversation and flow smoothly. LO 1

Applying the 3-x-3 Writing Process Phase 3 Revision, Proofreading, and Evaluation © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Make sure the tone is friendly and respectful. Check format, grammar, and mechanics. Evaluate the message: Is it too blunt? Too subtle? Is it clear, but professional? LO 1

Avoiding Legal Liability in Conveying Negative News The factory is too hazardous for tour groups. Careless language Statements that are potentially damaging or subject to misinterpretation © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. © Ogerepus/Fotolia LO 1

Avoiding Legal Liability in Conveying Negative News I thought you were an excellent candidate, but we had to hire… The good-guy syndrome Dangerous statements that ease your conscience or make you look good © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. © Ogerepus/Fotolia LO 1

Avoiding Legal Liability in Conveying Negative News Express only the views of your organization when acting as agent of the organization. Use plain paper for your personal matters. © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Avoid supplying information that could be misused. Don’t admit or imply responsibility without checking with legal counsel. LO 1

Great Scene from “Up In The Air” https://www.youtube.com/watch?v=VX9v93OmHb8

Learning Objective 2 Distinguish between the direct or indirect strategy in conveying unfavorable news. © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

Analyzing Negative News Strategies Indirect Strategy Direct Strategy © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. LO 2

When to Use the Direct Strategy When the bad news is not damaging. When receiver may overlook the bad news Dear Student, You currently have an F in my class. You are missing several key homework assignments that are hurting your grade. Please complete them by this Monday. You can do it! Mr. Lewis © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. When the organization or receiver prefers directness LO 2 When firmness is necessary

When to Use the Indirect Strategy When the bad news is personally upsetting Dear Student, Sometimes, life gives us opportunities to learn from difficult circumstances… You are missing quite a few assignments… I am sorry but as a result, you have failed my class… I believe you can overcome this… When the bad news will provoke a hostile reaction © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. When the bad news threatens the customer relationship LO 2 When the bad news is unexpected

Comparing Strategies for Delivering Negative News Indirect Strategy Direct Strategy Bad News Buffer © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Reasons Reasons LO 2 Bad News Pleasant Close Pleasant Close

Learning Objective 3 Explain the components of effective negative messages, including opening with a buffer, apologizing, showing empathy, presenting the reasons, cushioning the bad news, and closing pleasantly. © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

What Is a Buffer? a device to reduce shock or pain a neutral, but meaningful statement that makes the reader continue reading © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. a concise, relevant first paragraph providing a natural transition to the explanation that follows LO 3

Various Buffer Types Compliment Best news Appreciation Agreement Praise the receiver’s accomplishments Best news Put any good news first Appreciation Convey thanks © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Understanding Show that you care Agreement Make a relevant statement that writer and reader agree about LO 3 BUFFERS Facts Objective facts appeal to intellect

“All’s well, that ends well.” Closing Pleasantly “All’s well, that ends well.” FORWARD LOOK Anticipate future relations or business. ALTERNA-TIVE Give follow-through advice or offer an alternative, if available. © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. © Ogerepus/Fotolia GOOD WISHES Express sincere feelings, e.g., thank the reader, if applicable. LO 3 FREEBIES Send a coupon, sample, or gift, if available, to restore confidence. RESALE OR SALES PROMOTION Invite the reader to consider your other products or services.

Learning Objective 4 Apply effective techniques for refusing typical requests or claims as well as for bad news with customers in print or online. © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

Saying No to Typical Requests and Claims Requests for favors, money, information, and action Serious problems with orders © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. © helen cingisiz/Fotolia Invitations Rate increases and price hikes LO 4 Claims from disappointed customers Credit refusals

“Before” – Ineffective Customer Request Refusal Dear Ms. Trumbo: We regret to inform you that we cannot allow you to convert the lease payments you have been making on your Canon X1000 color copier toward its purchase, much as we would love to do so. We understand that you have been making regular payments for the past 16 months. Our established company policy prohibits such conversion of leasing monies. Perhaps you have noticed that we offer extremely low leasing and purchase prices. Obviously, these low prices would never be possible if we agreed to many proposals such as yours. Because we are striving to stay in business, we cannot agree to your request asking us to convert all 16 months of rental payments toward the purchase of our popular new equipment. It is our understanding, Ms. Trumbo, that you have had the Canon X1000 color copier for 16 months, and you claim that it has been reliable and versatile. We would like to tell you about another Canon model—one that is perhaps closer to your limited budget. Sincerely, © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. LO 4

“After” – Improved Refusal of Request Dear Ms. Trumbo:  We’re happy to learn that you are enjoying the use of the Canon X1000 color copier you’ve been leasing for the past 16 months.  Like our many other customers, Ms. Trumbo, you have discovered that Canon copiers supply remarkable versatility and reliability. One of the reasons we’re able to offer these outstanding copiers at such low leasing rates and equally low purchase prices is that we maintain a slim profit margin. If our program included a provision for applying lease payments toward purchase prices, our overall prices would have to be higher. Although lease payments cannot be credited toward purchase price, we can offer you other Canon models that are within your price range. The Canon 600 delivers the same reliability with nearly as many features as the top-of-the- line Canon X1000.  Please let us demonstrate the Canon 600 to your staff in your office, Ms. Trumbo. Our representative, Seth Simmons, will call you during the week of May 5 to arrange an appointment.   Sincerely, © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. LO 4

Dealing With Unhappy Customers in Print and Online © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. © Yury Shchipakin/Fotolia LO 4 Call or e-mail the individual or reply to his or her online post within 24 hours. Describe the problem and apologize.

Dealing With Unhappy Customers in Print and Online © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. © Yury Shchipakin/Fotolia Explain the following: LO 4 Why the problem occurred What you are doing to resolve it How you will prevent it from happening again

Dealing With Unhappy Customers in Print and Online © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. © Yury Shchipakin/Fotolia LO 4 Promote goodwill by following up with a message that documents the phone call or acknowledges the online exchange of posts.

Handling Problems With Orders Use the direct strategy if the message has some good-news elements. © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. © grgroup /Fotolia The indirect strategy may be more appropriate when the message is disappointing. LO 4

Learning Objective 5 Describe and apply effective techniques for delivering bad news within organizations. © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

Managing Bad News Within Organizations Telling the boss that something went wrong. © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. © denis_pc /Fotolia Confronting an employee about poor performance. LO 5 Announcing declining profits, lost contracts, harmful lawsuits, public relations controversies, and changes in policy.

Delivering Bad News in Person Decide whether the negative information is newsworthy: Use the indirect strategy if you know the news will upset the receiver. Leave trivial, noncriminal mistakes and one-time bad behaviors alone. BUT: Report fraudulent travel claims, consistent hostile behavior, or failing projects. © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. LO 5

Delivering Bad News to Individuals or Groups Explain past, present, and future. Consider taking a partner. © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. © denis_pc /Fotolia Prepare and rehearse Think about timing. LO 5 Gather all the information. Be patient with the reaction.

2 Real life bad news scenarios You are the President of Dana College and you have 2 minutes to tell the students body that the College will be closing its doors. You have found a job with provides better hours and higher pay – you have to announce your resignation, even though you enjoyed your job.

Delivering Bad News to Employees and the Public Smart organizations involved in a crisis usually communicate the news openly. Managers explain the organization’s side of the story honestly and promptly. © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. © denis_pc /Fotolia Morale can be destroyed when employees learn bad news through the grapevine or from media. LO 5 Whenever possible, management may want to deliver bad news personally. Organizations deliver bad news through multiple channels, print and digital.

Saying No to Job Applicants © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. © denis_pc /Fotolia To reduce the receiver’s disappointment, employers use the indirect strategy but keep the reasons intentionally vague. To avoid charges of discrimination or wrongful actions, organizations keep employment rejection messages general, simple, and short. LO 5

END © 2015 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. © denis_pc /Fotolia