BAD NEWS/ NEGATIVE MESSAGES

NADEEM AHMEDAssistant ProfessorMohammad Ali Jinnah University, Karachi.

Goals in Communicating Bad NewsTo 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

Choosing the Best Approach Will the bad news come as a shock?

Does the audience prefer short

messages that get right to the point.

How important is this news to the

audience?

Do you need to maintain a close working

relationship with the audience?

Do you need to get the audience

attention?

What is your organization’s preferred

style?

How much follow-up communication do

you want?

The Indirect (Inductive) Pattern

Buffer

Reasons

Bad News

Close

a neutral or positive opening that does not reveal the bad news

an explanation of the causes for the bad news

a clear but understated announcement of the bad news that may include an alternative or compromise

a personalizing, forward-looking, pleasant statement

Fairness

Facts

Appreciation

Compliment/Praise

Best News/Good News

Buffer

Resale

Cooperation

Apology

Agreement

Understanding

Buffering the Opening

Agreement Find a point on which you the reader share similar view.

Best News/Good News

To ensure that your correspondence goes out with the last pickup.

Your cell phone has been repaired.

We both know how hard it is to make a profit in this industry.

We both realize how much the export business has been affected by the relative strength of the dollar in the past two years.

Buffering the Opening

Compliment/Praise Find an attribute or an achievement to compliment

Edhi Foundation has my sincere admiration for their fundraising projects for children, I am honored that you asked me to speak…. (avoid raising false hopes)

Appreciation Express sincere thanks for receiving something.

I appreciated learning about your qualifications during our interview. [note: avoid thanking the reader for something you are about to refuse.

Buffering the Opening

Fairness Assure the reader that you’ve closely examined and carefully considered the problem, or mention an appropriate action that has already been taken.

For the past week, we have carefully monitored those using the photocopying machine to see whether we can detect any pattern of use that might explain its frequent breakdown.

Facts During the past five years the number of employees eating breakfast in our cafeteria has dropped from 32% to 12%.

ResaleFavorably discuss the product or company related to the subject of the letter.

With their heavy-duty, full-suspension hardware and fine veers, the desks and file cabinets in our Montclair line have become a hit with value-conscious professionals.

Buffering the Opening

Understanding Demonstrate that you understand the reader’s goals and needs.

We know that you expect superior performance from all the products you purchase from Office City.

Apology We’re genuinely sorry you were disappointed in the quality of the ice cream you recently purchased at Amy’s. Your opinion is important to us, and we appreciate your giving us the opportunity to look into the problem you describe.

Cooperation Convey your willingness to help in any way you realistically can.

Employee services is here to assist all associates with their health insurance, retirement planning and continuing education needs.

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.

Focus on maintaining the relationship – avoid being blunt or insensitive to needs

Justify the bad news with objective reasons

Use resale, if appropriate, to restore the customer’s confidence

Avoid blaming the customer or hiding behind company policy

Show empathy and fairness

Reasons

Explain the bad news clearly, but don’t accentuate it.

Avoid negative language.

Say the bad news once and move on to a focus on the future/alternatives.

Never repeat the bad news

Bad News

Bad News

Subordinating bad news in passive voice

Although the equipment can’t be loaned, we wish you well in . . .

Implying bad news in passive voice

Because our equipment is Sold only through dealers, we invite you to examine it at your local Stereo City.

Passive-Voice Verbs

Rewrite these sentences in passive voice:

Because of our Web site, we are no longer offering a printed catalog.

We are unable to grant your request for a loan.

Because of our Web site, a printed catalog is no longer being offered.

The loan request cannot be granted.

Subordinating Bad News

Subordinating formula: While/Although (bad news in passive voice), (alternative in active voice)

Rewrite subordinating the bad news:

It is impossible for us to ship your complete

order at this time. However, we are able to send the four oak desks now; you will receive them within five days.

Although your complete order cannot be shipped at this time, we send the four oak desks, which will arrive within five days.

Implying Bad News

Implying formula:Because/Since (reason in passive voice), (alternative in active voice)

Rewrite implying the bad news:

I already have a prior engagement in my appointment calendar for March 31st. Therefore, I am unable to speak to your group. However, I would like to recommend another speaker.

Because of a prior engagement on March 31st, I am recommending another speaker.

Implying Bad News

Rewrite implying the bad news:

Because of the holiday period, all our billboard space was used this month. Therefore, we are sorry to say that we could not give your group display space. However, next month we hope to display your message.

Since billboard space was completely filled during the holidays, we hope to display your message next month.

Close Supply more information about an

alternative, if one is offered.

Look forward to future business.

Offer good wishes and compliments.

Avoid referring to the refusal/bad news.

End on a positive, friendly note.

Avoiding Three Causes of Legal Problems

Abusive language

Defamation – use of any language that harms a person’s reputation

Libel – written defamation

Slander – spoken defamation

The “good-guy” syndrome Avoid making statements that ease

your conscience or make you look good

I thought you were an excellent candidate, but we had to hire . . .

Careless language

Avoid making statements that are potentially damaging or that could be misinterpreted

The factory is too hazardous for tour groups.

Avoiding Legal Problems: Final Tips

Your view must reflect organizations’

Don’t admit or imply responsibility without checking with legal counsel

When turning down job candidates focus on skills/abilities

of the candidate avoid any reference to non-job-

related reasons

“Before” – Ineffective Request Refusal Memo

MEMORANDUM

TO: David WaltersFROM: Bob GoofSUBJECT: Your request

Unfortunately, we cannot permit you to apply the lease payments you’ve been making for the past ten months toward the purchase of your Sako 600 copier.

Company policy does not allow such conversion. Have you ever wondered why we can offer such low leasing and purchase prices? Obviously , we couldn’t stay in business long if we agreed to proposals such as yours.

You’ve had the Sako 600 copier for ten months now, and you say you like its versatility and reliability. Perhaps we could interest you in another Sako model; one that’s more within your price range.

Do give us a call.

“After” – Improved Request Refusal Memo

We’re happy to learn that you are enjoying the use of the Sako copier you’ve been leasing for the past ten months. Like our many other customers, you have discovered that Sako copiers offer remarkable versatility and reliability.

One of the reasons we’re able to offer these outstanding copiers at such low leasing rates and equally low purchase prices is that we maintain a slim profit margin. A provision for applying lease payments toward the purchase price would result in an increase in overall prices. Although lease payments cannot be credited toward purchase price, we can offer you other Sako models that are within your price range. The Sako 400 delivers the same reliability with nearly as many features as the Sako 600.

Please let us demonstrate the Sako 400 to your staff in your office. Our representative, Tracy Wilson, will call you soon to arrange a time.

We look forward to your continued business.