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Negative Messages
Chapter 11
By Daniel Guerriero, Coralie Mundwiller, Zachary Ross, and Amélie Lemelin
Table of Contents Goals in delivering bad news
Strategies for delivering bad news
When to use the direct or indirect pattern
Buffer, reasons, cushioning and closing
3X3 process writing Avoiding legal problems Refusing Routine requests Delivering bad news to
customers
Problems with orders Denying claims Refusing credit Delivering bad news within the
organization Giving bad news personally Delivering workplace bad
news Saying no to job applicants Presenting bad news in other
cultures
Goals in Delivering Bad NewsDeliver the bad news in a way they will
understand and accept it.
Make sure to keep a good company image.
Make the message clear and to the point so that there are no misunderstandings and there is no further communication
Avoid Legal Problems
Strategies for Delivering Bad News
1)Give the reason why.2)Be sensitive.3)Treat the issue seriously.4)Make all decisions with care.
USEDirect Pattern
Indirect Pattern
When to Use Direct or Indirect Patterns
INDIRECT PATTERN
When the bad news might affect the reader.
To keep the reader aware throughout the message.
DIRECT PATTERN
When the reader might look at the bad news briefly.
When you need to be direct
When firmness is necessary
When the news is perturbing.
Indirect PatternBuffer
Reasons
Bad News
Closing
Indirect opening not related to the bad news
Ex: a compliment or appreciation.
Reasons before the bad news
Be clear and choose positive wording.
Cushion the bad news by implying it
At the same time, make yourself clear.
Be pleasant and look ahead to future opportunities.
Ex: good wishes, freebies and sale promotions.
Direct Pattern
Closing
Bad News Reasons
•Putting the bad news first can be more effective in certain cases, such as • A small increase in price at a fast
food restaurant• A small increase in the price of gas.
BuffersA buffer is an indirect, neutral statement that is meant to keep the reader interested. Different kinds of buffers include:•The Best News•Compliments•Appreciation•Agreement•Facts•Understanding•Apology
Reasons
Explaining Clearly
Be specific if possible(confidentiality)
Stay honest and realistic(good-guy syndrome)
Citing Reader or Other Benefits if Plausible
The benefits that it could hold for him and the others
Show that the decision was made for his own good
Explaining Company Policy
Do not state the policy but explain why it is good and applicable
Choosing Positive Wording
Avoid pessimism and negative expressions
Ex: failure, error,denied
Cushioning the Bad NewsUsed to reduce the impact of the bad news
Positioning the Bad News Strategically
Using the passive voice (focus on the action)
Accentuate the positive
Implying the refusal (indirectly but clearly)
Suggest a compromise or alternative
Looking Forward
Alternative
Good Wishes
Freebies
Resale or Sale
Promotion Closing Pleasantl
y
3x3 Writing Process
Step 1 Step 2
Step 3
Analyze the bad news and the impact it will have.
Research, organization, and composition
Revision, proof-reading, and evaluation
Avoiding Legal ProblemsConsider the following:
• Abusive language (defamation)
• Careless language (avoid misinterpretations)• Incriminating documents
• Good Guy Syndrome• Speak on behalf of yourselfand not the organization.
Refusing Routine RequestsRoutine request
• Favour , money , information, action or other items
Pattern• The indirect pattern is
preferable
Reasons-before- refusal
• Buffer• Reasons• Present bad news (praise and
positive tone)• Conclude positively giving
possible alternative
Delivering Bad News to Customers
Follow the call with a letter that summarizes the conversation
Keep goodwill and a good relationship with the customer
Problems with OrdersSince all orders cannot be fulfilled, be ready
to give the receiver the bad news
Use indirect pattern, unless the message has some good news
Denying Claims
Use•Reasons before refusal pattern•Neutral and objective language• Proper tone
To Do •Offer an alternative•Avoid blaming the customer
Refusing Credit
Use indirect pattern
Delivering Bad News Within Organizations
Giving Bad News Personally1. Gather all the information then prepare
what needs to be said
2. Explain the past, present and future situations
Delivering Workplace Bad News
Communicate bad news
openly and honestly
Deliver the bad news personally instead of
using a medium
Saying No to Job Applicants
.
•Use indirect pattern
•Be vague to avoid hurting the
recipient
•Keep it general, simple and short
Remember to extend your best wishes after refusing
the job
Presenting Bad News in Other Cultures
Delivering bad news in different cultures
• Use a proper tone and use cultural conventions
EXAMPLE
• Germany and Britain prefer direct pattern
SamplesDeliver bad news to customers
http://homepages.wmich.edu/~bowman/sample19.htmlDenying claim
http://homepages.wmich.edu/~bowman/sample17.htmlDelayed order with a long delay
http://homepages.wmich.edu/~bowman/sample21.htmlCredit refusal
Delivering bad news within organizations
http://homepages.wmich.edu/~bowman/sample25.htmlNegative announcement including
an apology
http://homepages.wmich.edu/~bowman/sample24.html
Letter of reprimand
Zenome Subcategory
Here is the link to our Zenome sub-category. The category will help you find additional information on chapter 11: Negative Messages.
http://www.zenome.com/directory/index.php?parentID=007.063.011.999
Bibliography
Mary Ellen Guffey, Kathleen Rhodes, Patricia. Business Communication: Process and Product. Toronto: Thompson South-Western, 2006.
Bowman, Joel P. "Credit Refusal." 22 August 2002. Homepages at WMU. 10 February 2010 <http://homepages.wmich.edu/~bowman/sample21.html>.
—. "Delayed Order with a Long Delay." 21 August 2002. Homepages at WMU. 2010 10 February <http://homepages.wmich.edu/~bowman/sample17.html>.
—. "Letter of Reprimand." 21 August 2002. Homepages at WMU. 10 February 2010 <http://homepages.wmich.edu/~bowman/sample24.html>.
—. "Negative Announcement Including an Apology." 21 August 2002. Homepages at WMU. 9 February 2010 <http://homepages.wmich.edu/~bowman/sample19.html>.
—. "Sample Claim Refusal." 21 August 2002. Homepages at WMU. 2010 10 February <http://homepages.wmich.edu/~bowman/sample19.html>.
Bibliography
Bowman, Joel P. "Writing Negative Messages." 21 August 2002. Business Communication: Managing Information and Relationships. 5 February 2010 <http://homepages.wmich.edu/~bowman/badnews.html>.
Dickson, Carl. "How to Deliver Bad News in Writing." Capture Planning. 5 February 2010 <http://www.captureplanning.com/articles/81875.cfm?>.
Sripriya Rajagopalan, Greg Smith. "Negative Messages are not bad after all." Exforsys Inc. 5 February 2010 <http://www.exforsys.com/career-center/business-communication/negative-messages-are-not-bad-after-all.html>.
Thill, John and Courtland Bovee. Excellence in Business Communication. New Jersey: Upper Saddle River, 2005.