Indirect Pattern for Bad News Messages

1. Refuse routine requests and claims

2. Break bad news to customers

3. Break bad news to employees

Which organization

pattern is better for delivering bad news?

DIRECT

INDIRECT

3

The direct strategyis appropriate for

delivering bad newsin some situations.

Reasons Bad

NewsClosing

4

Reasons Bad

NewsClosing

When . . . • The receiver may overlook the bad news.• Organization policy suggests directness.• The receiver prefers directness.• Firmness is necessary.• The bad news is not damaging.• The receiver’s goodwill is not an issue.

Disappointment Irritation Anger

Common Reactions to Negative Information

Goods cannot be delivered as promised

Product failure Credit refusal Billing error

Disappointment Irritation Anger

You Can Usually Diminish NegativeFeelings Associated with Bad News if

The reader knows the reasons for the rejection

The bad news is revealed with sensitivity

7

Buffer Reasons Bad

NewsClosing

Using the indirect strategy to communicate bad news appeals to

relationship-oriented writers who care about how a message

will affect its receiver.

Goals in Communicating Bad News

• Acceptance—strive to help receiver understand and accept the bad news.

• Positive image—promote good image of yourself and your organization.

• Message clarity—make the message so clear that no further correspondence is necessary.

• Protection—avoid creating legal liability.

Preventing Legal Problems

Avoid abusive language.Avoid abusive language.

• Defamation—false published statement that harms an individual's reputation

• Libel—written defamation

• Slander—spoken defamation

Examples: deadbeat, crook, quack

Avoid careless language.Avoid careless language.• Avoid potentially damaging or easily

misinterpreted statements. Example: The factory floor is too dangerous for visitors on field trips.

• Remember that you represent your organization.– Your business messages must represent the

views of the organization. – Be careful about revealing company

information, even in a personal blog.

11

Buffer Reasons Bad

NewsClosing

The indirect strategyallows you to prepare the reader before delivering the bad news, thus softening

the impact of the bad news.

12

Possible Buffers for OpeningBad-News Messages

Possible Buffers for OpeningBad-News Messages

• Facts• Understanding• Apology

Reasons Bad

NewsClosing

• Best news• Compliment• Appreciation• Agreement

Buffer

13

Presenting the ReasonsPresenting the Reasons

• Be cautious in explaining.• Cite reader benefits, if possible.• Explain company policy, if relevant.• Choose positive words.• Show that the matter was treated seriously and fairly.

Buffer Bad

NewsClosingReasons

14

To reveal the bad news with sensitivity, learn these

Seven Techniques for Deemphasizing Bad News.

Buffer Reasons Closing Bad

News

Chapter 1, Slide 15

Use thepassivevoice.

Use thepassivevoice.

Suggestan

alternative.

Suggestan

alternative.

Implythe

refusal.

Implythe

refusal.

Be clearbut not

overly graphic.

Be clearbut not

overly graphic.

Place thebad news

in a subordinateclause.

Place thebad news

in a subordinateclause.

Use along

sentence.

Use along

sentence.

Avoidthe

spotlight.

Avoidthe

spotlight.

Techniques forTechniques forDeemphasizingDeemphasizing

Bad NewsBad News

Techniques forTechniques forDeemphasizingDeemphasizing

Bad NewsBad News

Mary Ellen Guffey, Essentials of Business Communication, 7e

16

Place the bad news in a subordinate clause.Although we have no position for an individual with your qualifications at this time, we are pleased that you thought of us when you started your job search.

Use a long sentence. Don’t put the bad news in a short, simple sentence.

Avoid the spotlight. Put the bad news in the middle of a paragraph halfway through the message.

17

Be clear but not overly graphic.

Instead of this

Our investigation reveals that you owe three creditors large sums and that you were fired from your last job.

Try this

Our investigation reveals that your employment status and your financial position are unstable at this time.

18

Imply the refusal.

Instead of this

We cannot contribute to your charity this year.

Try this

Although all our profits must be reinvested in our company this year, we hope to be able to support your future fund-raising activities.

19

Use the passive voice.

Instead of this

We cannot make a contribution at this time.

Try this

A contribution cannot be made at this time.

Suggest an alternative.

Although the cashmere sweater cannot be sold at the erroneously listed price of $18, we can allow you to purchase this $218 item for only $118.

20

Passive-voice verbsPassive-voice verbs focus attention on actions rather than on personalities. They are useful in being tactful.

Active voiceI cannot allow you to return the DVD player because . . . .

Passive voiceReturn of the DVD player is not allowed because . . . .

Ryan checked the report, but he missed the error.

The report was checked, but the error was missed.

21

Notice that Notice that passive-voice verb phrasespassive-voice verb phrases

always include “helper” verbs.always include “helper” verbs.

Review these examples of “helperhelper” verbs forming passive voice:

The report was checked.

The schedule is being revised.

Invitations were sent.

22

Quick Check

Convert the following statements from active to passive voice.

A cash contribution cannot be made this year because of unusually high expenses.

I am unable to make a cash contribution this year because of unusually high expenses.

We cannot process your application this month.

Your application cannot be processed this month.

23

Quick Check

Convert the following statements from active to passive voice.

Our products are sold only through franchised retailers.

We sell our products only through franchised retailers.

Mark made a programming error that delayed our project.

A programming error was made that delayed our project.

24

Closing Bad-News MessagesClosing Bad-News Messages

Avoid endings that sound canned, insincere, inappropriate, or self-serving. Try to personalize the closing with

Buffer Reasons Bad

NewsClosing

• Freebies• Resale or sales

promotion

• A forward look• Information about

alternative• Good wishes

Examine This EffectiveRefusal of Request for Cash Refund

Adobe Acrobat 7.0 Document

Adobe Acrobat 7.0 Document

Denying Claims

• Don’t blame customers, even if they are at fault.

• Avoid you statements that sound preachy.• Use neutral, objective language to explain

why the claim must be refused.• Consider offering resale information to

rebuild the customer’s confidence in your products or organization.

Claim refusal letter

Adobe Acrobat 7.0 Document

27

Announcing Bad News to Employees

Before-revision letterannouncing bad news to

employees.

Click icon to viewafter-revision letter.

Adobe Acrobat 7.0 Document

Adobe Acrobat 7.0 Document