Lecture and Resource SlidesBCOM 3e, Lehman & DuFrene

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Chapter 7

Delivering Bad-News Messages

Learning Objectives1. Explain the steps in the inductive outline and

understand its use for specific situations.

2. Discuss strategies for developing the five components of a bad-news message.

3. Prepare messages refusing requests and claims.

4. Prepare messages handling problems with customers’ orders and denying credit.

5. Prepare messages providing constructive criticism, communicating negative organizational news, and responding to crises.

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Indirect Outline for Bad-News Messages

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Types of Bad-News Messages

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Channel Choice for Bad News: Showing Tact

vs.

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Advantages of Inductive Outline

• Identifies the ________of the letter without first turning off the reader

• Presents the reasons _______ the refusal, increasing understanding and acceptance

• Avoids a negative reaction because the refusal does not come as a ______

• Closes on a neutral or ________ note

subject

before

shockpleasant

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Exceptions to Inductive Approach for Bad News

• Message is second refusal to repeated request• Insignificant matter is involved• Request is ridiculous, unethical, or illegal• Writer wants to “shake” receiver• Relationship is so close that human relations can be

taken for granted• Sender wants to demonstrate authority

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Developing the Opening

• Begin with a _____ to cushion the bad news

• Avoid empty acknowledgments of the _______

• Avoid ________ the bad news too early• Avoid building ____ _____ by starting

positively

buffer

obviousrevealing

false hopes

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Effective Openings for Bad-News Message

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Guidelines for Composing Reasons

• Provide a smooth transition from opening paragraph

• Include concise discussion that is logical to reader

• Show reader benefits and consideration

• Avoid using company policy as reason

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Wording the Bad-News Statement

• Position bad news strategically

• Use passive voice, general terms, and abstract nouns

• Use positive language to accentuate anything good

• Imply refusal, but only if the receiver can still understand the message

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Offering a Counterproposal or “Silver Lining”

CounterproposalCounterproposal

Silver liningSilver lining

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Techniques for Closing Positively

• De-emphasize the negative• Unify the message• Include a positive, forward-looking idea

– Reference pleasant idea from discussion– Use resale or sales promotion– Express willingness to help in another way

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To Close Positively, Avoid . . .

• ________ to the bad news

• _____ statements that seem shallow or superficial

• Statements that could _________ the refusal or promote future __________

Returning

Trite

underminecontroversy

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Delivering Constructive Criticism

• Gives the communicator a feeling of having exercised ___________

• Allows management to learn of _______ that need to be made

• Allows staff to modify techniques and become more _________

• Helps staff perform better in the _____

responsibilitychanges

successfulfuture

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Sharing Negative Organizational News

• Convey the bad news as soon as possible

• Give a complete, rational explanation

• Show empathy and respond to feelings

• Follow up