Bad News/ Negative Messages

1. Bad News/ Negative Messages Nadeem Ahmed

2. Goals in Communicating Bad News • To make the reader understand and accept the bad news • To promote and maintain a good image of the writer and the writer’s organization • To make the message so clear that additional correspondence is unnecessary • To avoid legal liability

3. Choosing the Best Approach • Will the bad news come as a shock? • Does the audience prefer short messages that get right to the point. • How important is this news to the audience? • Do you need to maintain a close working relationship with the audience? • Do you need to get the audience attention? • What is your organization’s preferred style? • How much follow-up communication do you want?

4. The Indirect (Inductive) Pattern Buffer BUFFER – a neutral or positive opening that does not reveal the bad news REASONS – an explanation of the causes for the bad news BAD NEWS – a clear but understated announcement of the bad news that may include an alternative or compromise CLOSE – a personalizing, forward-looking, pleasant statement Reasons Bad News Close

5. Agreement Understanding Apology

6. Buffering the Opening • Agreement Find a point on which you the reader share similar view We both know how hard it is to make a profit in this industry. We both realize how much the export business has been affected by the relative strength of the dollar in the past two years. • Best News/Good News To ensure that your correspondence goes out with the last pickup. We’re starting a new messenger pickup service at 2:30pm

7. Buffering the Opening • Compliment/Praise Find an attribute or an achievement to compliment Edhi Foundation has my sincere admiration for their fundraising projects on behalf of hungry children, I am honored that you asked me to speak…. (avoid raising false hopes) • Appreciation Express sincere thanks for receiving something. I appreciated learning about your qualifications during our interview. [note: avoid thanking the reader for something you are about to refuse. • Resale Favorably discuss the product or company related to the subject of the letter. With their heavy-duty, full-suspension hardware and fine veers, the desks and file cabinets in our Montclair line have become a hit with value-conscious professionals.

8. Buffering the Opening • Fairness Assure the reader that you’ve closely examined and carefully considered the problem, or mention an appropriate action that has already been taken. For the past week, we have carefully monitored those using the photocopying machine to see whether we can detect any pattern of use that might explain its frequent breakdown. • Facts During the past five years the number of employees eating breakfast in our cafeteria has dropped from 32% to 12%. • Cooperation Convey your willingness to help in any way you realistically can. Employee services is here to assist all associates with their health insurance, retirement planning and continuing education needs.

9. Buffering the Opening • Understanding Demonstrate that you understand the reader’s goals and needs. We know that you expect superior performance from all the products you purchase from Office City. • Apology We’re genuinely sorry you were disappointed in the quality of the ice cream you recently purchased at Amy’s. Your opinion is important to us, and we appreciate your giving us the opportunity to look into the problem you describe.

10. Reasons: Refusing Requests • Explain why the request must be denied, without revealing the refusal. • Avoid negativity (unfortunately, impossible). • Show how your decision benefits the receiver or others, if possible. • Focus on maintaining the relationship – avoid being blunt or insensitive to needs • Justify the bad news with objective reasons • Use resale, if appropriate, to restore the customer’s confidence • Avoid blaming the customer or hiding behind company policy • Show empathy and fairness

11. Bad News • Explain the bad news clearly, but don’t accentuate it. • Avoid negative language. • Say the bad news once and move on to a focus on the future/alternatives. • Never repeat the bad news • Suggest an alternative, if one exists.

12. Bad News 1. Subordinating bad news in passive voice Although our equipment can’t be loaned, we wish you well in . . . 2. Implying bad news in passive voice Because our equipment is sold only through dealers, we invite you to examine it at your local Stereo City.

13. Passive-Voice Verbs Rewrite these sentences in passive voice: Because of our Web site, we are no longer offering a printed catalog. We are unable to grant your request for a loan.

14. Passive-Voice Verbs Because of our Web site, we are no longer offering a printed catalog. Because of our Web site, a printed catalog is no longer being offered. We are unable to grant your request for a loan. Your loan request cannot be granted.

15. Subordinating Bad News Subordinating formula: While/Although (bad news in passive voice), (alternative in active voice) Rewrite subordinating the bad news: It is impossible for us to ship your complete order at this time. However, we are able to send the four oak desks now; you will receive them within five days.

16. Subordinating Bad News It is impossible for us to ship your complete order at this time. However, we are able to send the four oak desks now; you will receive them within five days. Although your complete order cannot be shipped at this time, we send the four oak desks, which will arrive within five days.

17. Implying Bad News Implying formula: Because/Since (reason in passive voice), (alternative in active voice). Rewrite implying the bad news: I already have a prior engagement in my appointment calendar for March 31st. Therefore, I am unable to speak to your group. However, I would like to recommend another speaker.

18. Implying Bad News I already have a prior engagement in my appointment calendar for March 31st. Therefore, I am unable to speak to your group. However, I would like to recommend another speaker. Because of a prior engagement on March 31st, I am recommending another speaker.

19. Implying Bad News Rewrite implying the bad news: Because of the holiday period, all our billboard space was used this month. Therefore, we are sorry to say that we could not give your group display space. However, next month we hope to display your message.

20. Implying Bad News Because of the holiday period, all our billboard space was used this month. Therefore, we are sorry to say that we could not give your group display space. However, next month we hope to display your message. Since billboard space was completely filled during the holidays, we hope to display your message next month.

21. Close • Supply more information about an alternative, if one is offered. • Look forward to future business. • Offer good wishes and compliments. • Avoid referring to the refusal/bad news. • End on a positive, friendly note.

22. Avoiding Three Causes of Legal Problems • Abusive language Defamation– use of any language that harms a person’s reputation • Libel – written defamation • Slander – spoken defamation • Careless language • Avoid making statements that are potentially damaging or that could be misinterpreted • The factory is too hazardous for tour groups. • The “good-guy” syndrome • Avoid making statements that ease your conscience or make you look good • I thought you were an excellent candidate, but we had to hire . . .

23. Avoiding Legal Problems: Final Tips • Your view must reflect organizations’ • Don’t admit or imply responsibility without checking with legal counsel • When turning down job candidates • focus on skills/abilities of the candidate • avoid any reference to non-job-related reasons

24. Use the Direct Pattern • When the receiver may overlook the bad news • When organization policy/culture suggests directness • When the receiver prefers directness • When firmness is necessary. Employee disciplinary actions. • When the bad news is not damaging or is insignificant (note: insignificant is in the eye of the beholder!)

25. “Before” – Ineffective Request Refusal Memo

26. MEMORANDUM TO: David Walters FROM: Bob Goof SUBJECT: Your request Unfortunately, we cannot permit you to apply the lease payments you’ve been making for the past ten months toward the purchase of your Sako 600 copier. Company policy does not allow such conversion. Have you ever wondered why we can offer such low leasing and purchase prices? Obviously , we couldn’t stay in business long if we agreed to proposals such as yours. You’ve had the Sako 600 copier for ten months now, and you say you like its versatility and reliability. Perhaps we could interest you in another Sako model; one that’s more within your price range. Do give us a call.

27. “After” – Improved Request Refusal Memo

28. We’re happy to learn that you are enjoying the use of the Sako copier you’ve been leasing for the past ten months. Like our many other customers, you have discovered that Sako copiers offer remarkable versatility and reliability. One of the reasons we’re able to offer these outstanding copiers at such low leasing rates and equally low purchase prices is that we maintain a slim profit margin. A provision for applying lease payments toward the purchase price would result in an increase in overall prices. Although lease payments cannot be credited toward purchase price, we can offer you other Sako models that are within your price range. The Sako 400 delivers the same reliability with nearly as many features as the Sako 600. Please let us demonstrate the Sako 400 to your staff in your office. Our representative, Tracy Wilson, will call you soon to arrange a time. We look forward to your continued business.