bad news message

8/16/2019 Bad News Message

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Bad-News Message

Efective Business Communication

Naveed Yousazai



Let’s make it Less

Oten audience seems to have apremonition that bad news is

coming and just as oten move toa worst-case scenario !imi"ar"#$bad news is di%cu"t to contain&rumor oten precedes act

Credibi"it#$ or #ou and #our

organization$ can hinge on the



Strategies for Bad-NewsMessages

Conve# the Message

'ain (cceptanceMaintain 'oodwi""

)romote a 'ood Corporate*mage

Minimize +uture Correspondence



Audience-Oriented Tone

The “You” Attitude

Positive Wording

Respectful Language



Example

* #ou had read theinstructions c"ear"# stated onthe "abe"$ #ou wou"d have,nown not to put the garment

in hot water

ater wi"" not damage the



nducti!e Approac"

Flow of the Message

Bu#er

Step

$easons

Step !

BadNews

Step "

%ositi!e&lose

Step #

Su$stance of the Message



Begin wit" a Bu#er

Sincere

$ele!ant

Not Misleading

Neutral



( 'u#er is a neutra"$ non-controversia" statement thatis c"ose"# re"ated to the point o the message ( goodbufer e/presses #our appreciation or being thoughto$ assures the reader o #our attention to the re0uest$comp"iments the reader$ or indicates #ourunderstanding o the reader1s needs 2he o""owing

advice can he"p #ou to write efective bufers3

Sincere( Never insu"t #our audience with insincere4atter# or se"-promoting b"ather (n efective bufernever ma,es readers ee" the# are being set up or

5snowed6$ele!ant( 7on1t use an unre"ated bufer You wi"" seem

to be avoiding the issue You8"" appear manipu"ative and

unethica"$ and #ou1"" "ose #our audience8s respect



* #ou8ve done a good job o composing the bufer$the reasons wi"" o""ow natura""# Cover the morepositive points ;rst& then move to the "ess positive

ones )rovide enough detai" or the audience tounderstand #our reasons$ but be concise& a "ong$roundabout e/p"anation ma# ma,e #our audienceimpatient Your goa" is to e/p"ain why #ou have

reached #our decision beore #ou e/p"ain what thatdecision is * #ou present #our reasons efective"#$the# shou"d convince #our audience that #ourdecision is justi;ed$ air$ and "ogica"



Example

)our application for Executi!e Skills%rogram "as 'een re*ected due to t"e

following reasons+

Because of t"e large num'er of applicationswe recei!ed for our Executi!e Skills %rogram(,e "a!e "ad to turn awa man persons( ,e

o'!iousl underestimated our interest inour current su'*ect( A new program isalread 'eing planned and we will send ouinformation as soon as it.s a!aila'le(



%ro!ide $easons

T"at Support t"e $efusal&o!er %ositi!e

%oints%ro!ide

$ele!ant/etails

0ig"lig"t



&lose ,it" &on1dence

Maintain %ositi!e

Tone

Limit 3uture

&orrespondence

Be Optimistic

a'out t"e 3uture

bad news message

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