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

2. Bad-News Messages
Examples
Planning
Replying
Announcing

3. 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.

4. 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

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

6. 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

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

8. 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

9. 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

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

11. 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

12. 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

13. 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

14. 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

15. 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

16. 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.

17. 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?

18. 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

19. “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:
CNN news story:
HBS case:

20. Bad News about Normal Operations

21. 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?

22. 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

23. “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?

24. Describing Layoffs in Up in the Air
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.