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BUSINESS COMMUNICATION

BAD MESSAGES

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Messages which include refusing requests and delivering bad news to a customer or to those within an organization.

Negative messages are usually difficult to write because the audience is being told exactly what they don't want to hear.

Both direct and indirect approach can be used.

BAD MESSAGES

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Planning: The first thing you have to remember is that the audience does not want to hear the message.  Make sure to consider the purpose and recognize  whether it’s going to be a straightforward message or a more complicated one.  Keep the audience in mind and gather the required information for them to accept and understand your message. You also have to know what type of medium to use for the message.  It is sometimes recommended that bad news be delivered in person rather than in a letter or e-mail.

Writing: When it comes down to actually writing the message, make sure that the message is clear and kind.  Use positive words rather than negative words. 

USING THE THREE-STEP WRITING PROCESS FOR BAD-NEWS MESSAGES

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Completing: Once your message is complete, pay close attention to details and make sure there are no errors.  The audience will tend to focus even on the smallest of errors when reading a negative message.  Also, be sure to deliver your message promptly, before the audience hears it from somebody else.

USING THE THREE-STEP WRITING PROCESS FOR BAD-NEWS MESSAGES

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Your tone contributes to your messages effectiveness by helping your readers. It’s not what you say but how you say it that counts.

When establishing tone strive for firmness, fairness, goodwill, respect.

Use “you” attitude. But sometimes “you” attitude is best observed by avoiding the word you.

Use positive phrasing.

AUDIENCE-CENTERED TONE

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Refusal of a request or favor

Denial of a claim

Denial of credit

Message of constructive criticism

TYPES OF BAD MESSAGES

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Acceptance: Reader understands and accepts bad news. Indirect pattern helps.

Image: Positive Promote good image of yourself and company. Be ethical.

Message clarity: Make message so clear that additional correspondence is not necessary.

Reduce future correspondence: Try to reduce or eliminate future correspondence on the matter .

GOALS OF BAD-NEWS MESSAGES

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Presents the bad news first

DIRECT METHOD FOR BAD NEWS

BAD NEWS

REASONS

POSITIVE CLOSING

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The bad news will be considered insignificant or your reader is already expecting it.

The reader may skip or ignore the bad news.

You want to emphasize the bad news. For example, you have already said "no" several times, and your reader keeps asking for the same thing.

Your relationship with your reader is very close.

WHEN TO USE DIRECT APPROACH

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The reader prefers a direct style and will see the indirect approach as a waste of time, insincere, or condescending. If the reader has already corresponded with you using the direct style, you're safe also using the direct style.

Your relationship with your reader is strained or suspicious. With the direct style, a suspicious reader won't be likely to feel he or she is being given the "runaround".

Most commonly used in situations where the bad news is being presented orally.

WHEN TO USE DIRECT APPROACH

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Says something positive first and then presents the bad news

INDIRECT METHOD FOR BAD NEWS

(Opening) BUFFER

(BODY) REASONS

(BODY) BAD NEWS

POSITIVE CLOSING

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When some preparation will help your audience accept your bad news. Beginning a bad news message with a blunt “no” could well prevent people who prefer an explanation first from reading or listening to your reasons.

WHEN TO USE INDIRECT APPROACH

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A neutral but meaningful statement that does not mention the bad news.

Use a buffer that is neutral , relevant , not misleading, assertive.

Avoid giving the impression that good news will follow.

Best news, compliment, appreciation statement, relevant point you both agree on, objective facts, show understanding, carefully worded apology.

BUFFER

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Praise: Find an attribute or an achievement to

compliment.

Appreciation: Express sincere thanks for receiving something.

Agreement: Find a point on which you and the reader share similar views.

Understanding: Demonstrate the you understand the reader’s goals and needs.

Cooperation: Convey your willingness to help in any way you realistically can.

Good News: Start with the part of your message that is favorable.

TYPES OF BUFFERS

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Resale: Favorably discuss the product or company related to the subject of the letter.

Fairness: Assure the reader that you have closely examined and carefully considered the problem, or mention an appropriate action that has already been taken.

TYPES OF BUFFERS

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Explain the causes of the bad news before disclosing it.

If possible, show how your decision benefits the receiver or others. Look for reader benefits. Show empathy and fairness

Avoid blaming the customer or hiding behind company policy.

REASONS

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Explain what caused the decision necessitating the bad news.

Use objective, nonjudgmental, and nondiscriminatory language.

Show that the matter was treated seriously and fairly.

Well-written reasons are detailed, tactful, individualized, unapologetic, positive. But sometimes detailed reasons shouldn’t be provided.

REASONS

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Reveal the bad news without emphasizing on it. Provide an alternative and compromise, if possible.

Use a conditional statement. (e.g. “When you have more managerial experience, you are welcome to reapply)

Accent the positive: describe what you can do instead of what you can’t do.

Position the bad news strategically within the letter. But don’t let bad news get lost by overemphasizing the positive.

Try not to let the bad news start or end the paragraph.

BAD NEWS

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Freebies – coupons, samples, gifts, etc.

Reference to promotions, if applicable.

Avoid endings that sound canned, insincere, inappropriate, or self-serving. Avoid phrases “ if we can be of any help, please contact us”.

Limit future correspondence. Encourage additional communication only if you are willing to.

Be optimistic about the future. Avoid phrases “ should you have further problems, please let us know”

POSITIVE CLOSING

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EXAMPLES:

INDIRECT APPROACH DIRECT APPROACH

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THE END :P