negative messages
DESCRIPTION
Tell you some important facts about negative messagesTRANSCRIPT
NEGATIVE MESSAGES
Learning Objectives
How to deliver bad news Causes of legal problems in business writing Components of bad news message Comparing direct and indirect pattern for
breaking bad news Strategy for negative messages to customers
and with in organization
Definition of Negative Messages
A negative message is any message to which the reader will have an unpleasant emotional reaction
Can be an opportunity to resolve a business problem successfully
“To be agreeable while disagreeing – that’s an art.’’ Malcolm Forbes
GOALS IN COMMUNICATING BAD NEWS
Acceptance
Positive Image
Message Clarity
Protection
USING DIRECT OR INDIRECT PLAN
Consider these questions What message does the reader expect? How will the reader respond emotionally to the
negative message? Will it affect the individual’s ego or self esteem?
USING INDIRECT PATTERN
Revealing bad news indirectly shows sensitivity to reader
Bad news is generally better when broken gradually
By preparing the reader you soften the impact
FOUR-PART INDIRECT PATTERN FOR BAD NEWS
Buffer – Start with a neutral but meaningful statement
Reasons – Give an explanation of the causes for the bad news
Bad news – Provide the bad news clearly
Closing – Include a personalized forward-looking, pleasant statement
AVOIDING THREE CAUSES OF LEGAL PROBLEMS
Abusive Language – Avoid calling people by bad names
Careless Language – Avoid making potentially damaging statements & Be wary of giving more information than you intend
The Good-Guy Syndrome – Do not twist the facts and realities in delivering negative messages in fear of becoming the bad guy
DELEVERING BAD NEWS SENSITIVELY BUFFERING THE OPENING
Best news Compliment Appreciation Facts Understanding Apology
PRESENTING THE REASONS
Cautious Explanation Citing Reader or other Benefits Explaining Company Policy Use the Passive Voice Highlight the Positives
CUSHIONING THE BAD NEWS
Positioning the Bad News Passive Voice Implying the Refusal Compromise
CLOSING PLEASENTLY
Forward look Alternative Good wishes Freebies Sales promotion
WHEN TO USE THE DIRECT PATTERN
When the receiver may overlook the bad news
When organization policy suggests directness
When the receiver prefers directness
When the negative information needs to be emphasized
When the bad news is not damaging
REFUSING A REQUEST
PRE-WRITING
Analyze the purpose
Anticipate the audience
Adaptability
WRITING
Research the necessary data
Organize the matter carefully
Compose the first draft
REVISING
Respect the reader by softening the tone but don’t be apologetic
Proofread the message carefully and avoid spelling of troublesome words
Evaluate that will the reader accept the refusal through this message?
DECLINING INVITATIONS
Say bit more than I can’t or I don’t Unless the reasons are confidential or business
secrets, try to explain them Make special effort to soften the refusal
SENDING BAD NEWS TO CUSTOMERS
Don’t blame customers, even they are wrong
Consider some alternatives to rebuild the customer’s confidence
Try to maintain the goodwill of the company
Avoiding language that causes hard feeling
Avoiding disclosure that could cause lawsuit
ANNOUNCING BAD NEWS TO EMPLOYEES
Use the indirect pattern with inside organization to announce bad news
Provide clear reasons helps in lessen its impact
Be honest with employees
SAYING NO TO JOB APPLICANTS
Keep the message simple Don’t give unnecessary reasons Proofread the message in order to avoid any
lawsuits
CONLCUSION
Goals of delivering negative messages Causes of legal problems in writing negative
messages Components of bad-news message Choosing from direct & indirect pattern Refusing of routine requests Refusing customers, but keeping the goodwill Announcing Bad news in organization