Negative Messages

Chapter 11

By Daniel Guerriero, Coralie Mundwiller, Zachary Ross, and Amélie Lemelin

Table of Contents Goals in delivering bad news

Strategies for delivering bad news

When to use the direct or indirect pattern

Buffer, reasons, cushioning and closing

3X3 process writing Avoiding legal problems Refusing Routine requests Delivering bad news to

customers

Problems with orders Denying claims Refusing credit Delivering bad news within the

organization Giving bad news personally Delivering workplace bad

news Saying no to job applicants Presenting bad news in other

cultures

Goals in Delivering Bad NewsDeliver the bad news in a way they will

understand and accept it.

Make sure to keep a good company image.

Make the message clear and to the point so that there are no misunderstandings and there is no further communication

Avoid Legal Problems

Strategies for Delivering Bad News

1)Give the reason why.2)Be sensitive.3)Treat the issue seriously.4)Make all decisions with care.

USEDirect Pattern

Indirect Pattern

When to Use Direct or Indirect Patterns

INDIRECT PATTERN

When the bad news might affect the reader.

To keep the reader aware throughout the message.

DIRECT PATTERN

When the reader might look at the bad news briefly.

When you need to be direct

When firmness is necessary

When the news is perturbing.

Indirect PatternBuffer

Reasons

Bad News

Closing

Indirect opening not related to the bad news

Ex: a compliment or appreciation.

Reasons before the bad news

Be clear and choose positive wording.

Cushion the bad news by implying it

At the same time, make yourself clear.

Be pleasant and look ahead to future opportunities.

Ex: good wishes, freebies and sale promotions.

Direct Pattern

Closing

Bad News Reasons

•Putting the bad news first can be more effective in certain cases, such as • A small increase in price at a fast

food restaurant• A small increase in the price of gas.

BuffersA buffer is an indirect, neutral statement that is meant to keep the reader interested. Different kinds of buffers include:•The Best News•Compliments•Appreciation•Agreement•Facts•Understanding•Apology

Reasons

Explaining Clearly

Be specific if possible(confidentiality)

Stay honest and realistic(good-guy syndrome)

Citing Reader or Other Benefits if Plausible

The benefits that it could hold for him and the others

Show that the decision was made for his own good

Explaining Company Policy

Do not state the policy but explain why it is good and applicable

Choosing Positive Wording

Avoid pessimism and negative expressions

Ex: failure, error,denied

Cushioning the Bad NewsUsed to reduce the impact of the bad news

Positioning the Bad News Strategically

Using the passive voice (focus on the action)

Accentuate the positive

Implying the refusal (indirectly but clearly)

Suggest a compromise or alternative

Looking Forward

Alternative

Good Wishes

Freebies

Resale or Sale

Promotion Closing Pleasantl

y

3x3 Writing Process

Step 1 Step 2

Step 3

Analyze the bad news and the impact it will have.

Research, organization, and composition

Revision, proof-reading, and evaluation

Avoiding Legal ProblemsConsider the following:

• Abusive language (defamation)

• Careless language (avoid misinterpretations)• Incriminating documents

• Good Guy Syndrome• Speak on behalf of yourselfand not the organization.

Refusing Routine RequestsRoutine request

• Favour , money , information, action or other items

Pattern• The indirect pattern is

preferable

Reasons-before- refusal

• Buffer• Reasons• Present bad news (praise and

positive tone)• Conclude positively giving

possible alternative

Delivering Bad News to Customers

Follow the call with a letter that summarizes the conversation

Keep goodwill and a good relationship with the customer

Problems with OrdersSince all orders cannot be fulfilled, be ready

to give the receiver the bad news

Use indirect pattern, unless the message has some good news

Denying Claims

Use•Reasons before refusal pattern•Neutral and objective language• Proper tone

To Do •Offer an alternative•Avoid blaming the customer

Refusing Credit

Use indirect pattern

Delivering Bad News Within Organizations

Giving Bad News Personally1. Gather all the information then prepare

what needs to be said

2. Explain the past, present and future situations

Delivering Workplace Bad News

Communicate bad news

openly and honestly

Deliver the bad news personally instead of

using a medium

Saying No to Job Applicants

.

•Use indirect pattern

•Be vague to avoid hurting the

recipient

•Keep it general, simple and short

Remember to extend your best wishes after refusing

the job

Presenting Bad News in Other Cultures

Delivering bad news in different cultures

• Use a proper tone and use cultural conventions

EXAMPLE

• Germany and Britain prefer direct pattern

SamplesDeliver bad news to customers

http://homepages.wmich.edu/~bowman/sample19.htmlDenying claim

http://homepages.wmich.edu/~bowman/sample17.htmlDelayed order with a long delay

http://homepages.wmich.edu/~bowman/sample21.htmlCredit refusal

Delivering bad news within organizations

http://homepages.wmich.edu/~bowman/sample25.htmlNegative announcement including

an apology

http://homepages.wmich.edu/~bowman/sample24.html

Letter of reprimand

Zenome Subcategory

Here is the link to our Zenome sub-category. The category will help you find additional information on chapter 11: Negative Messages.

http://www.zenome.com/directory/index.php?parentID=007.063.011.999

Bibliography

Mary Ellen Guffey, Kathleen Rhodes, Patricia. Business Communication: Process and Product. Toronto: Thompson South-Western, 2006.

Bowman, Joel P. "Credit Refusal." 22 August 2002. Homepages at WMU. 10 February 2010 <http://homepages.wmich.edu/~bowman/sample21.html>.

—. "Delayed Order with a Long Delay." 21 August 2002. Homepages at WMU. 2010 10 February <http://homepages.wmich.edu/~bowman/sample17.html>.

—. "Letter of Reprimand." 21 August 2002. Homepages at WMU. 10 February 2010 <http://homepages.wmich.edu/~bowman/sample24.html>.

—. "Negative Announcement Including an Apology." 21 August 2002. Homepages at WMU. 9 February 2010 <http://homepages.wmich.edu/~bowman/sample19.html>.

—. "Sample Claim Refusal." 21 August 2002. Homepages at WMU. 2010 10 February <http://homepages.wmich.edu/~bowman/sample19.html>.

Bibliography

Bowman, Joel P. "Writing Negative Messages." 21 August 2002. Business Communication: Managing Information and Relationships. 5 February 2010 <http://homepages.wmich.edu/~bowman/badnews.html>.

Dickson, Carl. "How to Deliver Bad News in Writing." Capture Planning. 5 February 2010 <http://www.captureplanning.com/articles/81875.cfm?>.

Sripriya Rajagopalan, Greg Smith. "Negative Messages are not bad after all." Exforsys Inc. 5 February 2010 <http://www.exforsys.com/career-center/business-communication/negative-messages-are-not-bad-after-all.html>.

Thill, John and Courtland Bovee. Excellence in Business Communication. New Jersey: Upper Saddle River, 2005.