1.

2. 3.

4 essential goals

Acceptance

• Receiver must accept and understand the

• bad news

Positive Image

• Ethical behavior

4.

Message Clarity

• Clear message = no further correspondence or inquiries

Legal Protection

• Limit the risks of legal liability

• • to yourself and the organization

5.

Limit the following to avoid liability

Abusive language

• - Name calling, defamation, slander,libel

• - Harmful to a persons good name

Careless language

• - Damaging or misinterpreted statements

6.

3. Inaccurate language

-DoNOTcommunicate extra information

- Avoid making promises

- DoNOTaccept responsibility becauseyou feel guilty

- Limit apologies, they arelegally liable

7. 8.

Detracts the receivers attention towards the good news, omitting the bad

news

9.

Direct Pattern

• States the bad news first

When to use it

• Iffirmnessanddirectness are required

• If the receiver may disregard the bad news

10.

Indirect Pattern

• Most effective in delivering bad news

• Does not state the bad news first

• Opens with abuffer

When to use it

• If sensitivity is required

11. 12. 13. 14.

Apologizeand accept responsibility

Explain the steps to remediate the situation

Promotegoodwill :gifts, benefits, rewards

Praise the customers business

Insist on reestablishing the relationship

15.

Gatherinformationand practice whatyou want to say

Explain thechronologyof events

Consider bringing a witness

Select the right time

Let the receiverprocessthe news

16.

TheWesternway of delivering bad news is not theUniversalway!

Preferably refer to theIndirect Pattern

Evaluatethe context in which you are delivering the bad news

Research foreign business communicating strategies