How to communicate bad newz effectively???

Communicating Bad News Effectively….

Submitted to:

Dr. Manish Siddhpuriya

Introduction

Bad News/Negative Message

A negative message is a message written to convey anunpleasant and unfavorable information withoutprovoking the annoyance of the readers.”

Purposes To Communicate Bad News

To convey the bad news

To gain acceptance for it

To maintain as much good will as possible

To maintain a good image for our organization

To eliminate the need for future correspondence on the matter, if appropriate.

Two approaches

DIRECT

INDIREC

T

State the bad news first•State the bad news.

•Give reasons.

•End with a positive close.

Open with a buffer and soften the impact

•Begin with a buffer.•Provide reasons & information.•State the bad news.•Close with confidence.

5

Three-Step Writing Process

1

Planning

3

Completing

2

Writing

Identification of purpose

Visualize the audience

Selecting the right medium

Reason(s) for the referral.

Credibility andQualification

Revise the Message

Proofread the Message

Edit and Finalizethe Message

you-attitude &polite language.

Use Positive Words Instead Of Negative Words

Your request doesn't make any sense.

The damage won't be fixed for a week.

The enclosed statement is wrong.

Although it wasn't our fault, there will be an

unavoidable delay in your order.

Please clarify your request.

You can pick up your car next week.

Please recheck the enclosed statement.

You will receive your order as soon as we receive

the shipment from our supplier, which we expect

to happen within 10 days.

Indirect Method

Buffer Reasons Bad newsPositive

conclusion

The Buffer A neutral, non-controversial statement

Closely related to the point of the

message

Establishing common ground with your

reader

Sincere

Respectful

Relevant

Neutral (implying neither yes or no)

Providing smooth transition to the

reasons

The Buffer Appreciation:

Thank you for considering ABC as the place

to launch your career in accounting.

Agreement:

We both know how hard it is to make a

profit in this industry.

Cooperation :

XYZ is here to smooth the way for restaurants at the

cutting edge of gourmet dining.

Reasons And Additional

Information

Lead the reader to your conclusion before

you say it straight out

Maintain focus on the issues at hand and

defuse the emotions

Avoid hiding behind company policy but

provide a reasonable explanation

Provide enough detail but be concise

Reasons And Additional

Information Instead of:

Company policy forbids our hiring anyone

who does not have two years' supervisory

experience

We Can Write:

Because these management positions are quite challenging,

the HR department has researched the qualifications needed

to succeed in them. The findings show that the two most

important qualifications are a bachelor's degree in business

administration and two year's supervisory experience.

Clear Statement Of

The Bad News

De-emphasize the bad news

Use a conditional (if or when) statement to implythat the audience could have received, or mightsomeday receive, a favorable answer

Emphasize what you can do or have done, ratherthan what you cannot do.

Examples of Positive Language in a Negative

Message

I must refuse your request. I will be out of town on the day you need me.

We must deny your application. The position has been filled.

We cannot afford to continue the program.

The program will conclude on May 1.

We must reject your proposal. We've accepted the proposal from AAA Builders.

15

Close On A Positive Note Express best wishes sincerelyAvoid a negative or uncertain conclusion.Exp: I trust our decision is satisfactory.

Be optimistic about the futureDon't anticipate problemsExp: If you have further questions, please write

Steer clear of clichés that are insincere

Exp: If we can be of any help, please contact us

Don't show any doubt, about keeping the

Person as a customerExp: We hope you will continue to do businesswith us

Examples of Bad News Messages

1. Recommendation refusals

2. Request refusals

3. Adjustment refusals

4. Credit refusals

5. Order refusals

Example Of Refusing Credit letter

HOYT & JENNINGS32 EAST 48TH STREETNEW YORK

Mr.Harold grant,48 Dey Street,New York.

Dear sir,

May we thank you for your letter of may 5TH and for the names of those whom you were you were kind enough to give areferences.

The information that we have received from them is unfortunately not quite complete enough for the purposes of our formalrecords. Would you care to furnish us with further reference in order that the account may be properly opened.Or perhaps you would rather call in person.

Very truly yours.F.Burdick,Credit Managers,Hoyt & Jennings