Chapter 09 Bad News Messages By Syed Maqsood Ahmed

Introduction Composing a statement that creates & maintain goodwill toward you & your organization & at the same time conveys bad news will require a great deal of integrity. Composing a statement that creates & maintain goodwill toward you & your organization & at the same time conveys bad news will require a great deal of integrity. Difficult, “hard to compose,” & “brutal” are few of the comments often heard in connection with writing bad-news messages. Difficult, “hard to compose,” & “brutal” are few of the comments often heard in connection with writing bad-news messages.

Introduction A bad news message varies from a good news message in structure, tone, & information. A bad news message varies from a good news message in structure, tone, & information. With bad news, there is less tolerance for making mistakes in communication. With bad news, there is less tolerance for making mistakes in communication.

Introduction Specific topics relating to bad-news messages, focus on the need for Specific topics relating to bad-news messages, focus on the need for 1. The Right Attitude 2. Plans For Bad News Messages 3. Examples of unfavourable replies & unsolicited negative messages.

The Right Attitude The communication process, consideration, & courtesy towards your reader or listener applies to the bad-news messages. The communication process, consideration, & courtesy towards your reader or listener applies to the bad-news messages. In negative messages, it is important that your tone should be appropriate In negative messages, it is important that your tone should be appropriate Because the right attitude will improve the tone and thus the effectiveness of your message. Because the right attitude will improve the tone and thus the effectiveness of your message.

Suggestion Following suggestions helps a lot and should keep in ones mind while writing bad-news messages Following suggestions helps a lot and should keep in ones mind while writing bad-news messages 1. Put yourself in reader’s place 2. It is against the company rules & policy to do as you asked 3. You have every right to expect high quality

Suggestions 4. Single people out when you praise them, put them in group when you criticize. 5. Be courteous & shield the reader’s pride 6. Talk with, not down to the reader.

Plans for Bad News Messages You have two organizational choices for bad news messages You have two organizational choices for bad news messages 1. Indirect Plan 2. Direct Plan

In Direct Plan Most often you should use an indirect organizational plan approach for bad news messages Most often you should use an indirect organizational plan approach for bad news messages The first structure The first structure 1. Buffer 2. Explanation & Analysis of circumstances 3. Decision, implied or expressed, with resale &/or helpful suggestions 4. Friendly, positive close.

Direct Plan A direct approach can be used when the message is routine, when the reader is known for proffering directness, or when the message is urgent. A direct approach can be used when the message is routine, when the reader is known for proffering directness, or when the message is urgent. 1. Bad news decision (with or without a brief buffer) 2. Explanation 3. Appropriate, courteous ending.