preparing bad-news messages chapter 7 lecture slides
TRANSCRIPT
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Preparing Bad-News Messages
Chapter 7Lecture Slides
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Learning Objective 1
Explain the steps in the inductive approach and understand its use for specific situations.
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Channel Choice for Bad News:
How to Show Tact
Personal delivery says message is important, shows empathy for recipient, and is rich in nonverbal cues and feedback.
Electronic messages are more honest and accurate and cause less discomfort for sender and sometimes receiver.
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All managers must know how to deliver bad news
with grace and tact.Whenever possible, offer alternatives to “no” and always convey bad news with sensitivity and empathy.
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Indirect Outline Used in Bad-News Messages
OPENING:Begins with neutral ideas that leads to
refusal or bad newsBODY:
- Presents facts, analysis, and reasons for refusal or bad news
- States bad news using positive tone and de-emphasis techniques
- Included counterproposal or “silver lining”
CLOSING:Closes with idea that shifts focus away
from refusal or bad news and indicates continuing relationship with receiver1
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Advantages of the Inductive Outline
Identifies the subject of the letter without first turning off the reader
Presents the reasons before the refusal, increasing understanding and acceptance
Avoids a negative reaction because the refusal does not come as a shock
Closes on a neutral or pleasant note
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Using the Inductive Approach
to Build Goodwill
Reasons easier to understand if given before bad news
Reasons might be ignored if bad news given first
Disappointment in bad news might interfere with ability to understand reasons
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Exceptions to Using the Inductive Approach for Bad
News Message is a second refusal to a
repeated request An insignificant matter is involved The request is ridiculous, unethical, or
illegal The writer wants to “shake” the
receiver The relationship is so close that
human relations can be taken for granted
The sender wants to demonstrate authority
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Learning Objective 2Discuss strategies for developing the five components of a bad-news message.
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Developing the First Paragraph
Begin with a buffer to cushion the bad news
Avoid empty acknowledgments of the obvious
Avoid tipping off the bad news too early
Avoid starting too positively to build false hopes
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Effective Openings for
Bad-News Message
Compliment
Point of agreement
Good news
Resale
A review
Gratitude
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Guidelines for Writing the Reasons Section
Provide a smooth transition from the opening paragraph
Include a concise discussion that is logical to reader
Show reader benefits and and considerations
Avoid using company policy as reason
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Writing the Bad-News Statement
Position the bad news strategically Use passive voice, general terms,
and abstract nouns Use positive language to
accentuate anything good Imply the refusal, but only if
receiver can still understand message
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Offering an Alternative: A Way to Keep communication
Lines Open
A highway detour requires more time
and may be less desirable, but
drivers will reach their destinations.
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Offering a Counterproposal or a “Silver Lining”
Counterproposal (tangible or intangible): States what you can do or offer
“Silver” liningProvides a thought that turns the discussion to a positive direction
OROR
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Techniques for Closing Positively
De-emphasize the negative
Unify the message
Include 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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Examples of De-Emphasis Techniques
Imply the bad news if possible. Use subjunctive mood
Use positive language that accents the good
Offer a counterproposal that shows the writer wants to help
Had you selected a variable rate, you could have taken advantage of the recent drop in interest rates.Had you selected a variable rate, you could have taken advantage of the recent drop in interest rates.
NOT: We cannot ship your order until . . . .
INSTEAD: Your order will be shipped when. . . .
NOT: We cannot ship your order until . . . .
INSTEAD: Your order will be shipped when. . . .
Although our current personnel shortage prevents us . . ., we can (alternative).Although our current personnel shortage prevents us . . ., we can (alternative).
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Examples of De-Emphasis Techniques (cont.)
NOT: You failed to verify the payroll figures.
INSTEAD: The payroll figures must be verified. (passive)
Please verify the payroll figures. (Focuses on the solution rather than the problem)
Use stylistic techniques: Complex sentence—bad news in the
dependent clause General terms and abstract nouns Passive voice
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Closing Positively: What NOT To Do!
Avoid ________ to the bad news
Avoid ____ statements that seem shallow or superficial
Avoid statements that could _________ the refusal or promote future ___________
returning
trite
undermine
controversy
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Learning Objective 3Prepare messages refusing requests and claims.
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Refusal of a request or favor
Denial of a claim Denial of credit Message of
constructive criticism
Types of Bad-News Messages
Bad-news
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When Refusing Requests:
State what was done Avoid saying what was not done
Use passive voice Include a positive idea Place bad news in a dependent clause
of a complex sentence
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Learning Objective 4Prepare messages handling problems with customers’ orders and denying credit.
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“The customer is always right.” How do you handle a
situation where the customer is obviously wrong?
1. Accentuate the positive aspects of the situation
2. De-emphasize the bad news to promote a continuing relationship
3. Emphasize sales promotion when appropriate
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Guidelines for Communicating Bad News
Cushion bad news with sincere compliment or suggestion.
Transition to reasons and provide complete explanation for refusal.
Restate reason for saying “No” to de-emphasize refusal.
Include logical alternative and close with positive thought.
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Formatting Guidelines for Communicating Bad News
Use a correct document format Ensure that the document is
appropriately positioned Include standard document parts Include special parts if necessary Ensure keyboarding, spelling
grammar and punctuation are perfect
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Learning Objective 5Prepare messages providing constructive criticism and negative organizational news.
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Constructive Criticism
Though difficult, one person’s effort to communicate ideas for improvement can benefit many others’ experiences.
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Preparing Constructive Criticism
responsibility
changes
successful
future
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Give the communicator a feeling of having exercised responsibility
Allow management to learn of changes that need to be made
Allow staff to modify techniques and become more successful
Help staff perform better
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Communicating NegativeOrganizational News
Convey the bad news as soon as possible
Give a complete, rational explanation
Show empathy and respond to feelings
Follow upShred Immediately
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