1. Chapter 7 Delivering Bad-News Messages
Business Communication, 14e
Lehman and DuFrene

2. Preferred Channel for Negative News Debated
Chapter 7
Preferred Channel for Negative News Debated
Personal delivery says message is important, shows empathy for recipient, and is rich in nonverbal cues and feedback.
Electronic messages are more honest and accurate and cause less discomfort for sender than personal or telephone delivery.
Research by Institute for Operations Research

3. Inductive Outline: (Pleased or Interested Receiver Reaction)
Chapter 7
Inductive Outline: (Pleased or Interested Receiver Reaction)
Present a neutral idea that leads to the reasons for refusal or bad news
Present facts, analysis, and reasons for refusal
State the refusal or bad news using positive tone and de-emphasis techniques
Includes a counterproposal or “silver lining” idea
Close with an idea that shifts emphasis away from the refusal and indicates a continuing relationship with reader
Main idea
Details

4. Advantages of Inductive Outline
Chapter 7
Advantages of Inductive Outline
Identifies the subject of the letter without revealing the refusal, keeping the reader receptive to reasons that follow
Presents reasons before the refusal to increase understanding and acceptance
Avoids possible initial negative reaction
Places greater emphasis on reasons than on refusal
De-emphasizes the refusal by closing positively

5. Techniques for De-emphasizing Negative Ideas
Chapter 7
Techniques for De-emphasizing Negative Ideas
Use an inductive outline that positions bad news between a logical explanation and a goodwill closing
Use positive language that accents the good
Imply the bad news if possible
Offer a counterproposal that shows a desire to help
Use stylistic techniques: complex sentence, general terms, abstract nouns, subjunctive mood, and passive voice

6. Techniques for First Paragraph
Chapter 7
Techniques for First Paragraph
Begin with a buffer — something about which both sides can agree
Avoid empty acknowledgments of the obvious
Avoid tipping off the bad news too early
Avoid starting too positive so as to build false hopes

7. Techniques for Reasons and Explanation Section
Chapter 7
Techniques for Reasons and Explanation Section
Provide a smooth transition from the opening to the explanation
Precede the bad news with one or more reasons that are logical to the reader
Show reader benefit and/or consideration
Avoid using “company policy” as the reason

8. Techniques for Bad-News Sentence
Chapter 7
Techniques for Bad-News Sentence
Place negative news in buried position
Avoid unnecessary use of negative words
State the bad news once; avoid restating or returning to it
Emphasize any positive aspect
Follow bad news with a counterproposal when possible

9. Include a Counterproposal or “Silver Lining”
Chapter 7
Include a Counterproposal or “Silver Lining”
Counterproposal (tangible or intangible): states what you can do or offer OR
“Silver” lining: provides a thought that turns the discussion back into a positive direction

10. Techniques for Closing Paragraph
Chapter 7
Techniques for Closing Paragraph
Convey an empathetic tone
Avoid returning to the bad news
Avoid trite, worn-out statements that seem shallow and superficial
End with a positive, forward-looking idea

11. Strategies for Strong Internal Communication
Chapter 7
Strategies for Strong Internal Communication
Convey bad news as soon as possible
Give employees a complete, rational explanation of the problem
Show empathy and respond to employees’ feelings
Follow up
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