PREPARING BAD NEWS MESSAGES

Choosing the Channel

1.

Perceptions about organization closely tied with how they handle difficult situations Skilled transfer of bad news should aim at garnering recipients support and continue the relationship

2.

3.

Achieve this goal through a logical discussion of the facts and the unpleasant information

4.

Personal Delivery Preferred- Yes/No?

Negative messages delivered by email rather than personally or by telephone are more honest and accurate as they cause less discomfort for the sender -Institute of Operations
Research

5.

6.

Straight talk of emails may improve upward communication? Impersonal nature of computer may lead to careless writing

7.

Inductive Sequence
Opening
1.

Begin with a neutral statement that logically leads to the refusal or bad news Present facts, analysis and reasons for the refusal or bad news State bad news using positive tone and de-emphasis techniques Include a counterpersonal or silver lining idea

Body
2.

3.

4.

Closing
5.

Provide information that shifts the focus away from refusal or bad news and to a continuing relationship

Advantages of Inductive Approach

Does not turn off the receiver Reasons before the refusal helps receivers to concentrate on Understanding rather than Refuting As refusal is foreseen, the statement of refusal does not come as a shock De-emphasizes the refusal by closing on a positive thought Impatience?

Exceptions to Inductive Approach

Message is second response to a repeated request A small, insignificant matter is involved Request is ridiculous, immoral, unethical, illegal or dangerous Senders intent is to shake the receiver Satisfactory human relations can be taken for granted Sender wants to demonstrate authority

Developing a Bad News

1. Introductory Para 2. Explanations 3. Bad News Statement
4. Counterpropos al or

Silverlining 5. Closing Para

1. Introductory Paragraph

Buffer to cushion bad news Hints at the message without being hurtful Serves as a transition into the reasons Avoid
acknowledgements- I am writing, Your letter dated.. Signaling the bad news- Do not reveal Yes/No! Starting too positively so as to build false hopes
Empty

Guidelines Effective Introduction

1.

2.

3.

4.

5.

6.

Compliment: Customers promptness in ordering Point of Agreement: Positive start for other reasons Good News: Share good news first, bad news second Resale: Claim refusal could begin with some favorable statement about the product A review: Reviewing initial transaction or circumstances preceding the transaction Gratitude: Receiver may have done or said something for which you are grateful

2. Explanations-Facts, Analysis

NO is a better way out If a message is based on a sound decision and if it has been well written, recipients will understand and accept the reasons and the forthcoming refusal statement as valid. Shows fair-mindedness; decision not arbitrary For receiver it shows the truth which they are entitled to also guidance value

Guidelines for Reasons

Transition from 1st para- Set the stage Concise discussion of one or more reasonsIdentify logical flaws Show reader benefit Avoid using company policy

3. Bad News Statement

One sentence that conveys bad news (directly or by implication) Guidelines

Position-

Included in the same paragraph as

reasons Using passive voice, general term and abstract nouns Positive Language Imply ONLY IF the receiver can understand

4. Counterproposal OR Silver Lining

Helps in preserving relationship with the receiver Generally intangible in nature Counterproposal must be reasonable Should not seem superficial or minimize the recipients situation

5. Closing Positively

De-emphasize the unpleasant part Reasons should remain uppermost in the receivers mind Add a unifying quality- Avoid restatement of the refusal or direct reference Forward Looking Idea Avoid
Trite(Common) statements Statements that undermine validity of your refusal Future Controversy

Where to Use Inductive Approach

Refusing a Request
Fig-

7.4, 7.5 & 7.6

7.7 & Page 168 7.8 7.9 & 7.10

Denying a Claim
Fig-

Denying Credit
Fig-

Delivering Constructive Criticism

Fig-