Preparing Bad-News Messages BCOM Chapter 07 Chapter 7 Lecture Slides Preparing Bad-News Messages

Learning Objective 1 Explain the steps in the inductive approach and understand its use for specific situations. 1

Channel Choice for Bad News: How to Show Tact BCOM Chapter 07 Channel Choice for Bad News: How to Show Tact Electronic messages are more honest and accurate and cause less discomfort for sender and sometimes receiver. Personal delivery says message is important, shows empathy for recipient, and is rich in nonverbal cues and feedback. 1

All managers must know how to deliver bad news with grace and tact. BCOM Chapter 07 All managers must know how to deliver bad news with grace and tact. Whenever possible, offer alternatives to “no” and always convey bad news with sensitivity and empathy. 1

Indirect Outline Used in Bad-News Messages OPENING: Begins with neutral ideas that leads to refusal or bad news BODY: - Presents facts, analysis, and reasons for refusal or bad news - States bad news using positive tone and de-emphasis techniques - Included counterproposal or “silver lining” CLOSING: Closes with idea that shifts focus away from refusal or bad news and indicates continuing relationship with receiver 1

Advantages of the Inductive Outline BCOM Chapter 07 Advantages of the Inductive Outline Identifies the subject of the letter without first turning off the reader Presents the reasons before the refusal, increasing understanding and acceptance Avoids a negative reaction because the refusal does not come as a shock Closes on a neutral or pleasant note 1

Using the Inductive Approach to Build Goodwill BCOM Chapter 07 Using the Inductive Approach to Build Goodwill Reasons easier to understand if given before bad news Reasons might be ignored if bad news given first Disappointment in bad news might interfere with ability to understand reasons 1

Exceptions to Using the Inductive Approach for Bad News BCOM Chapter 07 Exceptions to Using the Inductive Approach for Bad News Message is a second refusal to a repeated request An insignificant matter is involved The request is ridiculous, unethical, or illegal The writer wants to “shake” the receiver The relationship is so close that human relations can be taken for granted The sender wants to demonstrate authority 1

Learning Objective 2 Discuss strategies for developing the five components of a bad-news message. 2

Developing the First Paragraph BCOM Chapter 07 Developing the First Paragraph Begin with a buffer to cushion the bad news Avoid empty acknowledgments of the obvious Avoid tipping off the bad news too early Avoid starting too positively to build false hopes 2

Effective Openings for Bad-News Message BCOM Chapter 07 Compliment Gratitude Point of agreement Effective Openings for Bad-News Message Good news A review Resale 2

Guidelines for Writing the Reasons Section BCOM Chapter 07 Guidelines for Writing the Reasons Section Provide a smooth transition from the opening paragraph Include a concise discussion that is logical to reader Show reader benefits and and considerations Avoid using company policy as reason 2

Writing the Bad-News Statement BCOM Chapter 07 Writing the Bad-News Statement Position the bad news strategically Use passive voice, general terms, and abstract nouns Use positive language to accentuate anything good Imply the refusal, but only if receiver can still understand message 2

Offering an Alternative: A Way to Keep communication Lines Open BCOM Chapter 07 Offering an Alternative: A Way to Keep communication Lines Open A highway detour requires more time and may be less desirable, but drivers will reach their destinations. 2

Offering a Counterproposal or a “Silver Lining” BCOM Chapter 07 Offering a Counterproposal or a “Silver Lining” Counterproposal (tangible or intangible): States what you can do or offer OR “Silver” lining Provides a thought that turns the discussion to a positive direction 2

Techniques for Closing Positively BCOM Chapter 07 Techniques for Closing Positively De-emphasize the negative Unify the message Include positive, forward-looking idea Reference pleasant idea from discussion Use resale or sales promotion Express willingness to help in another way 2

Examples of De-Emphasis Techniques BCOM Chapter 07 Examples of De-Emphasis Techniques Imply the bad news if possible. Use subjunctive mood Use positive language that accents the good Offer a counterproposal that shows the writer wants to help Had you selected a variable rate, you could have taken advantage of the recent drop in interest rates. NOT: We cannot ship your order until . . . . INSTEAD: Your order will be shipped when. . . . Although our current personnel shortage prevents us . . ., we can (alternative). 2

Examples of De-Emphasis Techniques (cont.) BCOM Chapter 07 Examples of De-Emphasis Techniques (cont.) Use stylistic techniques: Complex sentence—bad news in the dependent clause General terms and abstract nouns Passive voice NOT: You failed to verify the payroll figures. INSTEAD: The payroll figures must be verified. (passive) Please verify the payroll figures. (Focuses on the solution rather than the problem) 2

Closing Positively: What NOT To Do! BCOM Chapter 07 Closing Positively: What NOT To Do! returning Avoid ________ to the bad news Avoid ____ statements that seem shallow or superficial Avoid statements that could _________ the refusal or promote future ___________ trite undermine controversy 2

Learning Objective 3 Prepare messages refusing requests and claims. 3

Types of Bad-News Messages Refusal of a request or favor Denial of a claim Denial of credit Message of constructive criticism Bad-news 3

When Refusing Requests: State what was done Avoid saying what was not done Use passive voice Include a positive idea Place bad news in a dependent clause of a complex sentence

Learning Objective 4 Prepare messages handling problems with customers’ orders and denying credit. 4

BCOM Chapter 07 “The customer is always right.” How do you handle a situation where the customer is obviously wrong? Accentuate the positive aspects of the situation De-emphasize the bad news to promote a continuing relationship Emphasize sales promotion when appropriate 4

Guidelines for Communicating Bad News Cushion bad news with sincere compliment or suggestion. Transition to reasons and provide complete explanation for refusal. Restate reason for saying “No” to de-emphasize refusal. Include logical alternative and close with positive thought. 4

Formatting Guidelines for Communicating Bad News Use a correct document format Ensure that the document is appropriately positioned Include standard document parts Include special parts if necessary Ensure keyboarding, spelling grammar and punctuation are perfect

Learning Objective 5 Prepare messages providing constructive criticism and negative organizational news. 5

Constructive Criticism Though difficult, one person’s effort to communicate ideas for improvement can benefit many others’ experiences.

Preparing Constructive Criticism BCOM Chapter 07 Preparing Constructive Criticism Give the communicator a feeling of having exercised responsibility Allow management to learn of changes that need to be made Allow staff to modify techniques and become more successful Help staff perform better responsibility changes successful future 5 5

Communicating Negative Organizational News BCOM Chapter 07 Communicating Negative Organizational News Convey the bad news as soon as possible Give a complete, rational explanation Show empathy and respond to feelings Follow up Shred Immediately 5