Preparing Bad-News Messages

Chapter 7Lecture Slides

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Learning Objective 1

Explain the steps in the inductive approach and understand its use for specific situations.

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Channel Choice for Bad News:

How to Show Tact

Personal delivery says message is important, shows empathy for recipient, and is rich in nonverbal cues and feedback.

Electronic messages are more honest and accurate and cause less discomfort for sender and sometimes receiver.

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All managers must know how to deliver bad news

with grace and tact.Whenever possible, offer alternatives to “no” and always convey bad news with sensitivity and empathy.

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Indirect Outline Used in Bad-News Messages

OPENING:Begins with neutral ideas that leads to

refusal or bad newsBODY:

- Presents facts, analysis, and reasons for refusal or bad news

- States bad news using positive tone and de-emphasis techniques

- Included counterproposal or “silver lining”

CLOSING:Closes with idea that shifts focus away

from refusal or bad news and indicates continuing relationship with receiver1

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Advantages of the Inductive Outline

Identifies the subject of the letter without first turning off the reader

Presents the reasons before the refusal, increasing understanding and acceptance

Avoids a negative reaction because the refusal does not come as a shock

Closes on a neutral or pleasant note

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Using the Inductive Approach

to Build Goodwill

Reasons easier to understand if given before bad news

Reasons might be ignored if bad news given first

Disappointment in bad news might interfere with ability to understand reasons

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Exceptions to Using the Inductive Approach for Bad

News Message is a second refusal to a

repeated request An insignificant matter is involved The request is ridiculous, unethical, or

illegal The writer wants to “shake” the

receiver The relationship is so close that

human relations can be taken for granted

The sender wants to demonstrate authority

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Learning Objective 2Discuss strategies for developing the five components of a bad-news message.

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Developing the First Paragraph

Begin with a buffer to cushion the bad news

Avoid empty acknowledgments of the obvious

Avoid tipping off the bad news too early

Avoid starting too positively to build false hopes

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Effective Openings for

Bad-News Message

Compliment

Point of agreement

Good news

Resale

A review

Gratitude

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Guidelines for Writing the Reasons Section

Provide a smooth transition from the opening paragraph

Include a concise discussion that is logical to reader

Show reader benefits and and considerations

Avoid using company policy as reason

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Writing the Bad-News Statement

Position the bad news strategically Use passive voice, general terms,

and abstract nouns Use positive language to

accentuate anything good Imply the refusal, but only if

receiver can still understand message

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Offering an Alternative: A Way to Keep communication

Lines Open

A highway detour requires more time

and may be less desirable, but

drivers will reach their destinations.

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Offering a Counterproposal or a “Silver Lining”

Counterproposal (tangible or intangible): States what you can do or offer

“Silver” liningProvides a thought that turns the discussion to a positive direction

OROR

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Techniques for Closing Positively

De-emphasize the negative

Unify the message

Include positive, forward-looking idea Reference pleasant idea from

discussion

Use resale or sales promotion

Express willingness to help in another way

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Examples of De-Emphasis Techniques

Imply the bad news if possible. Use subjunctive mood

Use positive language that accents the good

Offer a counterproposal that shows the writer wants to help

Had you selected a variable rate, you could have taken advantage of the recent drop in interest rates.Had you selected a variable rate, you could have taken advantage of the recent drop in interest rates.

NOT: We cannot ship your order until . . . .

INSTEAD: Your order will be shipped when. . . .

NOT: We cannot ship your order until . . . .

INSTEAD: Your order will be shipped when. . . .

Although our current personnel shortage prevents us . . ., we can (alternative).Although our current personnel shortage prevents us . . ., we can (alternative).

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Examples of De-Emphasis Techniques (cont.)

NOT: You failed to verify the payroll figures.

INSTEAD: The payroll figures must be verified. (passive)

Please verify the payroll figures. (Focuses on the solution rather than the problem)

Use stylistic techniques: Complex sentence—bad news in the

dependent clause General terms and abstract nouns Passive voice

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Closing Positively: What NOT To Do!

Avoid ________ to the bad news

Avoid ____ statements that seem shallow or superficial

Avoid statements that could _________ the refusal or promote future ___________

returning

trite

undermine

controversy

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Learning Objective 3Prepare messages refusing requests and claims.

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Refusal of a request or favor

Denial of a claim Denial of credit Message of

constructive criticism

Types of Bad-News Messages

Bad-news

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When Refusing Requests:

State what was done Avoid saying what was not done

Use passive voice Include a positive idea Place bad news in a dependent clause

of a complex sentence

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Learning Objective 4Prepare messages handling problems with customers’ orders and denying credit.

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“The customer is always right.” How do you handle a

situation where the customer is obviously wrong?

1. Accentuate the positive aspects of the situation

2. De-emphasize the bad news to promote a continuing relationship

3. Emphasize sales promotion when appropriate

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Guidelines for Communicating Bad News

Cushion bad news with sincere compliment or suggestion.

Transition to reasons and provide complete explanation for refusal.

Restate reason for saying “No” to de-emphasize refusal.

Include logical alternative and close with positive thought.

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Formatting Guidelines for Communicating Bad News

Use a correct document format Ensure that the document is

appropriately positioned Include standard document parts Include special parts if necessary Ensure keyboarding, spelling

grammar and punctuation are perfect

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Learning Objective 5Prepare messages providing constructive criticism and negative organizational news.

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Constructive Criticism

Though difficult, one person’s effort to communicate ideas for improvement can benefit many others’ experiences.

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Preparing Constructive Criticism

responsibility

changes

successful

future

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Give the communicator a feeling of having exercised responsibility

Allow management to learn of changes that need to be made

Allow staff to modify techniques and become more successful

Help staff perform better

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Communicating NegativeOrganizational News

Convey the bad news as soon as possible

Give a complete, rational explanation

Show empathy and respond to feelings

Follow upShred Immediately

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