Chapter 8 Bad-News Messages There are videos embedded in the PowerPoint slides that are available on the Instructor’s Resource CD (ISBN 9781133188551).

Bad-News Messages Examples Planning Replying Announcing

Bad-News Messages Bad-news letters require careful planning. The worse the news the more effort should go into communicating the news. How you write will not change the news but it may determine how your reader will respond. Help the reader understand and accept the decision. The objective is to convey the bad news and retain the reader’s goodwill.

Goals in Communicating Bad News Make your decision clear Help your audience accept the message Maintain a goodwill relationship Prevent further unnecessary discussion Preserve the company’s image Protect the company against lawsuits

Planning a Bad-News Message Organizing to Suit Your Audience Justifying Your Decision Giving the Bad News Closing on a Pleasant Note

Organizational Plans for Bad News The bad news is insignificant The reader prefers directness The reader expects a “no” response The writer wants to emphasize the news When to Use the Direct Plan The reader reports to you or is a customer The reader prefers the indirect plan You don’t know the reader When to Use the Indirect Plan

How to Use the Direct Plan Present a brief rationale along with the bad news Follow with explanations End with a friendly closing

How to Use the Indirect Plan What are the four elements of a bad-news message that uses the indirect plan? Bad news, apology, explanation, and close Buffer, apology, bad news, and explanation Buffer, explanation, bad news, and close Bad news, alternative, apology, and close

How to Use the Indirect Plan What are the four elements of a bad-news message that uses the indirect plan? Bad news, apology, explanation, and close Buffer, apology, bad news, and explanation Buffer, explanation, bad news, and close Bad news, alternative, apology, and close

The Purpose of a Buffer A buffer lessens the impact of the bad news.

Opening Buffer Statements Neutral Relevant Supportive Interesting Short What is the goal of a buffer statement in a bad-news message? To establish or strengthen the reader-writer relationship To apologize for the bad news To summarize the bad news To hint at the bad news

Opening Buffer Statements Neutral Relevant Supportive Interesting Short What is the goal of a buffer statement in a bad-news message? To establish or strengthen the reader-writer relationship To apologize for the bad news To summarize the bad news To hint at the bad news

Justifying Your Decision Stress reasons that benefit others State reasons using positive language Explain the rationale for the “company policy” State reasons concisely to avoid impatience Present strongest reasons first

Giving the Bad News Present bad news as a logical outcome State the bad news in positive and impersonal language Do not apologize unless you’re at fault Make the refusal definite

Closing on a Pleasant Note Apologizing Anticipating Problems Inviting Needless Communication Repeating the Bad News Using a Cliché Revealing a Doubt Sounding Selfish Approaches to Avoid Offering Best Wishes Suggesting a Counterproposal Directing to Other Sources Referring to Sales Promotions Techniques to Use

Rejecting an Idea Use indirect approach and begin with a sincere relevant complement. Acknowledge and if possible agree with some aspects of the proposal. Use a buffer and to deliver the bad news. Explain the rationale for the decision. Close with sincere and warm encouragement.

Have you presented an idea that was not accepted? Think about a time when you presented an idea that was not accepted. How did you feel?

Refusing a Customer Request Use the indirect plan if the reader is emotionally involved in the situation Use impersonal, neutral language to explain the reasons for the refusal Offer a small compromise to help retain the customer’s goodwill

“United Breaks Guitars” Watch the CNN news story. Watch Dave Carroll’s first video. Read the Harvard Business case. Here are links about this situation: Dave Carroll’s video: http://www.youtube.com/watch?v=5YGc4zOqozo CNN news story: http://www.youtube.com/watch?v=-QDkR-Z-69Y HBS case: http://hbswk.hbs.edu/pdf/item/6492.pdf

Bad News about Normal Operations

What is your reaction to Yahoo!’s PowerPoint slides for managers? Yahoo!’s Layoff Plan Look at the PPT slides What is your reaction to Yahoo!’s PowerPoint slides for managers?

Writing Complaint Letters and Negative Online Reviews Consider an indirect style Give specific evidence about what went wrong Maintain a calm, objective tone Close with a confident, respectful tone

“United Breaks Guitars” How did United go wrong in responding to the Dave Carroll? Why do you think his video and story became so popular? What are the implications for other companies? http://www.youtube.com/watch?v=5YGc4zOqozo

Describing Layoffs in Up in the Air https://en.wikipedia.org/wiki/Up_in_the_Air_(2009_film) Describing Layoffs in Up in the Air What is your reaction to Natalie’s “script” for communicating layoffs? Is this useful, unethical, or something else? What is your reaction to Ryan’s description of their purpose? Is this an effective analogy? You’ll find two clips on bizcominthenews.com under Videos for Chapter 8.