Includes material from Guffey text Ch 11

Sensitive Messages

Communication Matters: Discussion

A Sorry Strategy Share a time you received bad news

did the sender use any of the techniques discussed in the article?

Was the approach effective?

Goals in CommunicatingBad 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

The Indirect Pattern

BufferBuffer

ReasonsReasons

Bad NewsBad News

CloseClose

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

CLOSE – a personalizing, forward-looking, pleasant statement

Buffering the Opening

Good news Agreement/Understanding Apology (customers only) Compliment Appreciation Facts

Reasons

Justify the bad news with objective reasons (without revealing bad news

Avoid blaming the reader or hiding behind company policy

Use objective, nonjudgmental language - avoid negativity (unfortunately, impossible)

Show empathy and fairness Identify reader (or other’s) benefits Focus on maintaining the relationship

avoid being blunt or insensitive Use resale, if appropriate

Bad News

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

1. Subordinating bad news in passive voice although our equipment can’t be loaned, we

wish you well in . . .

2. 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.

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.

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.

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.

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.

Use the Direct Pattern

When organization policy/culture suggests directness

When the receiver prefers directness

When firmness is necessary. Employee disciplinary actions.

When the bad news is insignificant