Negative or “Bad News” Messages
Say “yes” quickly; say “no” slowly.
Types of negative messages
Request refusal News that is disappointing to reader
Job changes Economic news Policy changes
Writing Bad-News Messages
The Three-Step Process
CompletingCompleting
Audience
Audience
Mes
sage
Message
WritingWritingPlanningPlanning
Strategies for Bad-News Messages
Convey the message
Gain acceptance
Maintain goodwill
Promote a good corporate image
Minimize future correspondence
Audience-Centered Tone
The “You” Attitude
Positive Wording
Respectful Language
The Indirect Approach
Buffer
Step 1
Buffer
Step 1
Reasons
Step 2
Reasons
Step 2
BadNews
Step 3
BadNews
Step 3
PositiveClose
Step 4
PositiveClose
Step 4
Flow of the Message
Substance of the Message
Begin With a Buffer
Show appreciation
Pay attention
Compliment reader
Be understanding
Show sincerity
Saying “no”
A know-it-all tone
Wordy phrases
Apologies
Lengthy buffers
Things to Do Things to Avoid
Follow With Reasons
Cover positive points
Provide relevant details
Highlight benefits
Minimize company policy
Avoid apologizing
State the MessageState the Message
De-emphasize the Bad NewsDe-emphasize the Bad NewsDe-emphasize the Bad NewsDe-emphasize the Bad News
Use a Conditional StatementUse a Conditional StatementUse a Conditional StatementUse a Conditional Statement
Focus on the PositiveFocus on the PositiveFocus on the PositiveFocus on the Positive
Avoid Blunt LanguageAvoid Blunt LanguageAvoid Blunt LanguageAvoid Blunt Language
Close With ConfidenceClose With Confidence
Remain Positive Remain Positive and Sincereand Sincere
Limit FutureLimit FutureCorrespondenceCorrespondence
Stay ConfidentStay Confidentand Optimisticand Optimistic
Cultural Differences
Proper ToneProper Tone
CulturalCulturalConventionsConventions
MessageMessageOrganizationOrganization
High Context Cultures
Meaning conveyed through non-verbal actions and environmental setting
Uses indirectness to avoid conflict Relationships must be built before
business can be transacted
Claims and Adjustments
Things to EmployThings to Employ Things to AvoidThings to Avoid
Accepting BlameAccepting Blame
AccusationsAccusations
Negative LanguageNegative Language
DefamationDefamation
Courtesy and TactCourtesy and Tact
Indirect ApproachIndirect Approach
Understanding and RespectUnderstanding and Respect
Positive AttitudePositive Attitude
Organizational NewsOperationsOperationsProductsProducts
Match your approach to the situation
Give accurate messages to dispel rumors
Give reasons and any positive points
Show actions are necessary and reasonable
Plan the sequence of multiple announcements Tell those most affected first
Minimize the element of surprise
Crisis Management Plan
Have a notification plan Have alternate communication
channels Set up a central location for
information and questions
Letters ofRecommendation
RequestedRequestedby Businessesby Businesses
RequestedRequestedby Individualsby Individuals
PracticePracticeDiplomacyDiplomacy
RecognizeRecognizeFeelingsFeelingsBe DirectBe Direct State FactsState Facts
Employment Applications
Use a Use a Direct ApproachDirect Approach
State ReasonsState ReasonsClearlyClearly
SuggestSuggestAlternativesAlternatives
Performance ReviewsReview Job
Requirements
ProvideFeedback
Develop aPlan of Action
NegativePerformance Reviews Confront the problem
Plan the message
Respect privacy
Focus on the problem
Obtain commitment
Giving Constructive Criticism
1. Make sure the person is prepared to hear the criticism.
2. Carefully and clearly describe their behavior.
3. Use the “Oreo” effect whenever possible.
4. Be as specific as possible.
Giving Constructive Criticism
5. Restrict criticism to recent behavior.
6. Direct criticism to behavior the person can do some thing about.
7. If possible, include suggestions for improvement.
ExpressExpressthe Decisionthe Decision
Give SpecificGive SpecificJustificationJustification
MinimizeMinimizeNegative FeelingsNegative Feelings
TerminationTerminationLettersLetters
Refusing Requests
Example
We regret to inform you that we cannot grant your request for a donation…
Your efforts to build scholarship fund…are most commendable.
So many requests are made of us that we have found it necessary to budget a set amount for this purpose. Our budgeted funds for this year are exhausted, so we cannot consider any more request. We will be able to consider your request next year.
We are always willing to assist worthy causes when we can. Each January we budget for the year the maximum amount we feel we can contribute to such causes. Since our budgeted contributions for this year have already been made, we have placed your organization on our list for consideration next year.
We deeply regret our inability to help you now and trust that you understand our position.
We wish you the best of luck in your efforts to help educate the deserving children of the association’s members.
Direct or Indirect?
A memo to your boss informing her that one of your key clients is taking its business to a different accounting firm.
Direct
Direct or Indirect?
A letter to a customer explaining that the tape backup unit he ordered for his new customer computer is on back order and that, as a consequence, shipping of the entire order will be delayed.
Indirect
Direct or Indirect
A letter from a travel agent to a customer stating that the airline will not refund her money for the flight she missed but that her tickets are valid for one year.
Indirect
De-emphasize Negative
The airline can’t refund your money. The “Conditions” segment on the back of your ticket states that there are no refunds on missed flights.
Sometimes the airline makes exceptions, but only when life and death are involved.
Of course, your ticket is still valid and can be used on a flight to the same destination.
Even though unused tickets are nonrefundable, your ticket is still valid and may be used to travel to the same destination within one year from the original ticket date.
Use a Buffer?
You have to tell a restaurant owner that your plans have changed and that you have to cancel the 90-person banquet scheduled for next month.
Editing Your Work
First Reading – check material Sufficient examples Clear interpretation Quality sources Sound reasoning Adequate but concise coverage Purpose fulfilled
Second Reading – check organization Subject stated clearly Advanced in clear, logical stages Connections between stages clear Smooth transitions
Third Reading – mechanics Sentences are clear, correct, concise Words are specific and concrete Spelling, punctuation, typography
correct and consistent