Delivering Bad News

1. A how-to guide to transmitting negative messages. Delivering Bad News

2. Objectives in Communicating Bad News • When communicating bad news in a business environment, there are four primary goalsto accomplish: • Acceptance: Making sure the person you are transmitting the news to accepts the negative message and understands it. • Maintaining a positive image: Through ethical actions, ensuring that you and your organization continue to project a good image. • Clarity: Making the message clear enough so no further communication is necessary. • Protection: Making sure that no legal responsibility can be placed on yourself or your organization.

3. Two Patterns for Delivering Bad News • The direct pattern • Used when: • The reader could overlook the news • Ex: When included in mass communications like email or direct mail. • A direct approach is highly suggested by company policy • Ex: If all communications within a firm are expected to be direct regardless of their content. • One must be firm • Ex: In a final collections letter. • The bad news will not be damaging to the reader • Ex: A letter from a wholesaler to a store about a slight price increase. • The goodwill of the reader is not important • Ex: Telling abusive customerstheir business is no longer welcome.

4. The Direct Pattern

5. Two Patterns for Delivering Bad News • The indirect pattern • Used when: • Delivering bad news about orders or products • Denying routine requests or invitations • Refusing credit or adjustments • Giving bad news about people • Reader is likely to be emotionally involved • Reader will be displeased by the bad news

6. The Indirect Pattern

7. The Buffer • 1. How to write a buffer: • Give the best news first • Compliment the reader • Thank the reader for communicating and/or doing business • Make a statement on which both you and the reader agree • State objective facts • Express concern to the reader • Carefully, thoughtfully and very briefly apologize

8. The Reasons • 2. Stating your reasons: • Always give the reasons before revealing the bad news. • Make sure that while your reasons do not make you or your organization legally liable, you give as many details as possible. • If applicable, try to explain how someone benefits from the bad news. • Choose positive words as much as possible. • Last but not least, make sure the reader knows that the issue was treated seriously and fairly.

9. Bad News • Delivering the bad news • Strategically select the position the bad news occupy in your statement. Avoid the beginning and the end of any paragraph. Place the bad news between other statements. • Use the passive voice so as to remove yourself and the reader from the interaction as much as possible. • Place as much emphasis as possible on any positive aspects. • If it possible, present an alternative or a compromise in your refusal or your bad news.

10. The Positive Close • Closing your statement • First, offer a positive prospect for the future. Perhaps a possibility of doing business again in the future. • Mention alternatives and advice geared toward them. • Avoid clichés to not sound insincere and avoid further communication.