Delivering Bad News

Dr. BeattyENG 301

Bad News

Inductive Approach

Why? Listen Prep Avoid De-emphasize Positive/Ongoing

Exceptions to Inductive Approach

Repeated Response

Insignificant

R.I.I.U.

Authority

Longstanding, good relationship

Inductive Approach: The Opening

Neutral Statement

Example: Your application was reviewed separately by two loan officers.

Example: You are to be commended for your commitment to restore Naperville’s historical downtown shopping district.

Good Opener or Bad Opener?

Our company has thrived by taking advantage of international business opportunities.

Effective March 3, we will relocate our plant to Franklin, Tennessee.

Your Turn: Opening Sentence

Situation 1:

Someone else has been selected for the promotion.

Situation 2:

The proposal for a new employee recreation center has been turned down.

Inductive Approach: The Body Facts, Analysis, Reasons

Bad News Positive tone De-emphasis techniques

Alternative

Your Turn: Someone else chosen for promotion

Good or Bad?

The success of this project depends upon a good project director.

Creating an employee computer lounge would be a complex and expensive project due to a lack of available space and funding for additional computers.

Good Buffer or Bad Buffer?

The HighFly skis you stocked this past season are skillfully crafted and made from the most innovative materials available.

Your message questioning the re-stocking charge on your statement has been received.

Good Buffer or Bad Buffer?

Our refund policies provide you the opportunity to keep a fully stocked inventory at the lowest possible cost.

Each of the order forms you have completed states that the returns are subject to a 15% restocking charge.

Bad News Delivered Well

You receive full refunds for merchandisereturned within 10 days of receipt. For unsold merchandisereturned after the primary sellingseason, a modest 15 percent restocking fee is charged to cover our costs of holding this merchandise until next season.

Exit: Looking to Future

While relaxing from another great skiing season, take a look at our new HighFly skis and other items available in the enclosed catalog for next season. You can save 10 percent by ordering premium products before May 10th.

Exit: Presenting an Alternative Although our current personnel shortage

prevents us from lending you an executive, we do want to support your worthy project.

Kevin Denny, our VP of Marketing, has a keen interest in historical preservation, having served on a very similar project in Vermont. He would be happy to share his experience; you can contact him at 555-8712.

Your Turn: Constructive Criticism Situation: Julie Simmons, the IT specialist for

the consulting firm you’ve hired is constantly accepting text messages even when in project meetings. People have to continually repeat things to her because she is distracted and not paying attention in our meetings. She is extremely knowledgeable and has good ideas, but it is very frustrating to work with her.

Audience: Consulting firm

Purpose: Informative

Example

Format?

Decision Factors: Internal vs. External Formal vs. Informal

Example