Effective Strategies for Communicating Bad News

1. CHAPTER 7 Negative Messages

2. Goals in Communicating Bad News Acceptance—strive to help receiver understand and accept the bad news. Positiveimage—promote good image of yourself and your organization. Strive to reduce bad feelings. Convey fairness. Messageclarity—make the message so clear that no further correspondence is necessary. Protection—avoid creating legal liability.

3. Preventing Legal Problems Defamation—false published statement that harms an individual's reputation Libel—written defamation Slander—spoken defamation Examples: deadbeat, crook, quack Avoid abusive language.

4. Preventing Legal Problems Avoid potentially damaging or easily misinterpreted statements. Example: The factory floor is too dangerous for visitors on field trips. Avoid careless language.

5. Preventing Legal Problems Remember that you represent your organization. • Your business messages must represent the views of the organization. • Be careful about revealing company information, even in a personal blog.

6. Common Reactions to Negative Information • Goods cannot be delivered as promised • Product failure • Credit refusal • Billing error • Disappointment • Irritation • Anger

7. You Can Usually Diminish Negative Feelings if • The reader knows the reasons for the rejection • The bad news is revealed with sensitivity • Disappointment • Irritation • Anger

8. The Indirect Strategy Buffer Reasons Bad News Closing Using theindirectstrategy to communicate bad news appeals torelationship-oriented writerswho care about how a message will affect its receiver.

9. The Indirect Strategy Buffer Reasons Bad News Closing The indirect strategyallows you to prepare the reader before delivering the bad news, thus softening the impact of the bad news.

10. Facts Understanding Apology Possible Buffers for OpeningBad-News Messages Buffer Reasons Bad News Closing • Best news • Compliment • Appreciation • Agreement

11. Evaluating Buffer Statements Quick Check How effective are the following openings for a letter that refuses to grant credit? Unfortunately, your application for credit has been reviewed negatively. Reveals the bad news bluntly. We sincerely regret that we must deny your credit application. Sounds phony and canned.

12. Evaluating Buffer Statements How effective are the following openings for a letter that refuses to grant credit? We are delighted to receive your application for credit. Gives the wrong impression. The recent resurgence of interest in the stock market caught many of us by surprise. Is not relevant.

13. Evaluating Buffer Statements How effective are the following openings for a letter that refuses a request for a donation? Your request for a monetary contribution has been referred to me for reply. Fails to engage the reader. We appreciate the fine work your organization is doing to provide early childhood programs that meet the needs of parents and very young children. Compliments reader and implies approval.

14. Presenting the Reasons Be cautious in explaining. Cite reader benefits, if possible. Explain company policy, if relevant. Choose positive words. Show that the matter was treated seriously and fairly. Buffer Reasons Bad News Closing

15. To reveal the bad news with sensitivity, apply the following techniques forCushioning Bad News: Buffer Reasons Bad News Closing

16. Avoid the spotlight. Use a long sentence. Use the passive voice. Techniques for Cushioning Bad News Suggest a compromise or an alternative. Place the bad news in a subordinate clause. Imply the refusal. Be clear but not overly graphic. 0

17. Cushioning the Bad News • Avoid the spotlight.Put the bad news in the middle of a paragraph halfway through the message. • Use a long sentence.Don’t put the bad news in a short, simple sentence.

18. Cushioning the Bad News • Place the bad news in a subordinate clause. Although we have no opening for an individual with your qualifications at this time, we are pleased that you thought of us when you started your job search.

19. Cushioning the Bad News • Be clear but not overly graphic. Try this Our investigation reveals that your employment status and your financial position are unstable at this time.

20. Cushioning the Bad News • Imply the refusal. Try this Although all our profits must be reinvested in our company this year, we hope to be able to support your future fund-raising activities.

21. Cushioning the Bad News • Suggest a compromise or an alternative. Although the cashmere sweater cannot be sold at the erroneously listed price of $18, we can allow you to purchase this $218 item for only $118.

22. Cushioning the Bad News • Consider using passive voice verbs. Passive-voice verbs focus attention on actions rather than on personalities. They are useful in being tactful. Instead of this We cannot make a contribution at this time. Try this A contribution cannot be made at this time.

23. Cushioning the Bad News • Consider using passive voice verbs. Active voice I cannot allow you to return the DVD player because . . . . Passive voice Return of the DVD player is not allowed because . . . . Ryan checked the report, but he missed the error. The report was checked, but the error was missed.

24. Notice that passive-voice verb phrases always include “helper” verbs, such as is, are, was, were, being, or been. Cushioning the Bad News • Examples of “helper” verbs forming passive voice: • The report was checked. • The schedule is being revised. • Invitations were sent.

25. Quick Check Convert the following statements from active to passive voice. I am unable to make a cash contribution this year because of unusually high expenses. A cash contribution cannot be made this year because of unusually high expenses. We cannot process your application this month. Your application cannot be processed this month.

26. Convert the following statements from active to passive voice. We sell our products only through franchised retailers. Our products are sold only through franchised retailers. Mark made a programming error that delayed our project. A programming error was made that delayed our project.

27. Avoid endings that sound canned, insincere, inappropriate, or self-serving. Try to personalize the closing with Closing Bad-News Messages Buffer Reasons Bad News Closing • Freebies • Resale or sales promotion • A forward look • An alternative to the refusal • Good wishes

28. Start with a neutral statement on which both reader and writer can agree, such as a compliment, an expression of appreciation, a quick review of the facts, or an apology. Try to include a key idea or word that acts as a transition to the explanation. Writing Plan for Refusing Routine Requests or Claims Buffer Reasons Bad News Closing

29. Present valid reasons for the refusal, avoiding words that create a negative tone. Include resale or sales promotion, if appropriate. Writing Plan for Refusing Routine Requests or Claims Buffer Reasons Bad News Closing

30. Soften the blow by positioning the bad news strategically, using the passive voice, accentuating the positive, or implying a refusal. Suggest a compromise or substitute, if possible. Writing Plan for Refusing Routine Requests or Claims Buffer Reasons Bad News Closing

31. Renew good feelings with a positive statement. Look forward to continued business. Avoid referring to the bad news. Writing Plan for Refusing Routine Requests or Claims Buffer Reasons Bad News Closing

32. Open letter by clicking icon at right. Examine This EffectiveRefusal of Request for Cash Refund

33. Controlling Damage With Disappointed Customers • Call the individual involved. • Describe the problem and apologize. • Explain • Why the problem occurred • What you are doing to resolve the problem • How you will prevent the problem from happening again

34. Controlling Damage With Disappointed Customers • Follow with a letter that • Documents details discussed in the phone call • Promotes goodwill Click icon to view letter illustrating a bad- news follow-up message.

35. Four goals in conveying credit refusals: Avoiding language that causes hard feelings Retaining customers on a cash basis Preparing for possible future credit without raising false expectations Avoiding disclosures that could cause a lawsuit Refusing Credit

36. Gather all the information. Prepare and rehearse. Explain past, present, and future. Consider taking a partner. Think about timing. Be patient with the reaction. Delivering Bad News Personally

37. Open with a neutral or positive statement that transitions to the reasons for the bad news. Consider mentioning the best news, a compliment, appreciation, agreement, or solid facts. Show understanding. Writing Plan for Breaking Bad News to Employees Buffer Reasons Bad News Closing

38. Writing Plan for Breaking Bad News to Employees Buffer Reasons Bad News Closing • Explain the logic behind the bad news. • Provide a rational explanation using positive words and displaying empathy. • Try to show reader benefits, if possible.

39. Writing Plan for Breaking Bad News to Employees Buffer Reasons Bad News Closing • Position the bad news so that it does not stand out. • Be positive but don’t sugarcoat it. • Use objective language.

40. Provide information about an alternative, if one exists. If appropriate, describe what will happen next. Look forward positively. Writing Plan for Breaking Bad News to Employees Buffer Reasons Bad News Closing

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