1. Chapter 11 Negative News Mary Ellen Guffey, Business Communication: Process and Product, 4e Copyright © 2003

2. Mary Ellen Guffey, Business Communication: Process and Product, 4eCh. 11, Slide 2 Goals in Communicating Bad News To make the reader understand and accept the bad news To promote and maintain a good image of the writer and the writer’s organization To make the message so clear that additional correspondence is unnecessary To avoid legal liability

3. Mary Ellen Guffey, Business Communication: Process and Product, 4eCh. 11, Slide 3 Buffer Reasons Bad News Close The Indirect Pattern

4. Mary Ellen Guffey, Business Communication: Process and Product, 4eCh. 11, Slide 4 The Indirect Pattern BUFFER – a neutral or positive opening that does not reveal the bad news REASONS – an explanation of the causes for the bad news BAD NEWS – a clear but understated announcement of the bad news that may include an alternative or compromise

5. Mary Ellen Guffey, Business Communication: Process and Product, 4eCh. 11, Slide 5 The Indirect Pattern CLOSE – a personalizing, forward- looking, pleasant statement

6. Mary Ellen Guffey, Business Communication: Process and Product, 4eCh. 11, Slide 6 Avoiding Three Causes of Legal Problems

7. Mary Ellen Guffey, Business Communication: Process and Product, 4eCh. 11, Slide 7 Avoiding Three Causes of Legal Problems 1.Abusive language Defamation – use of any language that harms a person’s reputation Libel – written defamation Slander – spoken defamation 2.Careless language Statements that are potentially damaging or that could be misinterpreted (the factory is too hazardous for tour groups).

8. Mary Ellen Guffey, Business Communication: Process and Product, 4eCh. 11, Slide 8 Avoiding Three Causes of Legal Problems 3.“Good-guy” syndrome Statements that ease your conscience or make you look good (I thought you were an excellent candidate, but we had to hire... ).

9. Mary Ellen Guffey, Business Communication: Process and Product, 4eCh. 11, Slide 9 Acting Cautiously As an agent of an organization, be sure your views reflect those of your organization. Use plain paper for your personal views or personal business. Avoid supplying information that could be misused. Don’t admit or imply responsibility without checking with legal counsel.

10. Mary Ellen Guffey, Business Communication: Process and Product, 4eCh. 11, Slide 10 Refusing Routine Requests

11. Mary Ellen Guffey, Business Communication: Process and Product, 4eCh. 11, Slide 11 Buffer Pay a compliment, show appreciation for past action, or refer to something mutually understood. Avoid raising false hopes. Avoid thanking the receiver for something you are about to refuse.

12. Mary Ellen Guffey, Business Communication: Process and Product, 4eCh. 11, Slide 12 Reasons Explain why the request must be denied, without revealing the refusal. Avoid negativity (unfortunately, impossible). Show how your decision benefits the receiver or others, if possible.

13. Mary Ellen Guffey, Business Communication: Process and Product, 4eCh. 11, Slide 13 Bad News Soften the bad news by (1) subordinating it (although we can’t loan our equipment, we wish you well in...). (2) using the passive voice (office equipment can’t be loaned, but...). (3) embedding it in a long sentence or paragraph.

14. Mary Ellen Guffey, Business Communication: Process and Product, 4eCh. 11, Slide 14 Bad News Consider implying the refusal, but be certain it is clear. Suggest an alternative, if one exists.

15. Mary Ellen Guffey, Business Communication: Process and Product, 4eCh. 11, Slide 15 Close Supply more information about an alternative, if one is offered. Look forward to future relations. Offer good wishes and compliments. Avoid referring to the refusal.

16. Mary Ellen Guffey, Business Communication: Process and Product, 4eCh. 11, Slide 16 Sending Bad News to Customers

17. Mary Ellen Guffey, Business Communication: Process and Product, 4eCh. 11, Slide 17 Buffer Express appreciation for the customer’s patronage or for his or her writing. Show agreement on some point, review the facts, or show understanding.

18. Mary Ellen Guffey, Business Communication: Process and Product, 4eCh. 11, Slide 18 Reasons Justify the bad news with objective reasons (except in credit denials). Use resale, if appropriate, to restore the customer’s confidence. Avoid blaming the customer or hiding behind company policy. Look for reader benefits.

19. Mary Ellen Guffey, Business Communication: Process and Product, 4eCh. 11, Slide 19 Bad News State the bad news objectively or imply it. Use resale or sales promotion only if you think doing so will not be offensive.

20. Mary Ellen Guffey, Business Communication: Process and Product, 4eCh. 11, Slide 20 Close Suggest an action or an alternative. Look forward to future business, offer best wishes, refer to gifts. Don’t mention the bad news.

21. Mary Ellen Guffey, Business Communication: Process and Product, 4eCh. 11, Slide 21 Managing Negative Organization News

22. Mary Ellen Guffey, Business Communication: Process and Product, 4eCh. 11, Slide 22 Buffer Provide some good news (if possible), praise, appreciation, agreement, or understanding. Discuss facts leading to the reasons section.

23. Mary Ellen Guffey, Business Communication: Process and Product, 4eCh. 11, Slide 23 Reasons Explain what caused the decision necessitating the bad news. Use objective, nonjudgmental, and nondiscriminatory language. Show empathy and fairness.

24. Mary Ellen Guffey, Business Communication: Process and Product, 4eCh. 11, Slide 24 Bad News Explain the bad news clearly, but don’t accentuate it. Avoid negative language.

25. Mary Ellen Guffey, Business Communication: Process and Product, 4eCh. 11, Slide 25 Close End on a positive, friendly note. For job refusals, extend good wishes.

26. Mary Ellen Guffey, Business Communication: Process and Product, 4eCh. 11, Slide 26 End