bad news messages 2

8/8/2019 BAD NEWS MESSAGES 2

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Slide 1

2004 By Default!A Free sample background from www.awesomebackgrounds.com

BAD NEWSBAD NEWSMESSAGESMESSAGES


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Slide 2


Rememberto haveRememberto have

The right attitude

The right plan


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Slide 3


Put yourself in the readers place

Convince the reader that your decision,although contrary to his/her request, is

FAIR, REASONABLE, NECESSARY,

and possible even ADVANTAGEOUS

THE RIGHT ATTITUDETHE RIGHT ATTITUDE


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Slide 4


Avoid using company policy/ ruleswithout further explanation

For e.g.

It would be inconvenient for us

It would be impossible for us.

Include, if possible, the customer benefitand reasons behind your rules andpolicies


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Slide 5


Assume that the customer wants to dothe right thing

For e.g.

You have every right to expect highquality in

You are probably wondering how youcan

You understand that


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Slide 6


Single out wh

en you praise th

emFor e.g.You made an astute choice Ms. Rehman.

Put them in a group when you criticizeFor e.g.

People sometimes misinterpret the terms of thewarranty.

Mention mistakes by using impersonalconstructionFor e.g.

Some of these figures need to be rechecked.


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Slide 7


Be courteous and shield the readerspride

Instead of : If you had studied the instructionscarefully, you would have known not to put thegarment in hot water.

SAY: Water will not typically damage thegarment. However, hot water will discolor it,as is stated on the label.


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Slide 8


PLAN FOR

BAD NEWS MESSAGES

PLAN FOR

BAD NEWS MESSAGES


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Slide 9


TWO APPROACHESTWO APPROACHES

Bad news decision (withorwithout buffer)

Explanation/ Reasons

Appropriate,courteousending

DirectApproach

Buffer

Explanation/ Reasons Bad news decision

Appropriate,courteousending

IndirectApproach


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Slide 10


BUFFERBUFFER

buffers should be neutral in

tone

avoid misleading the reader

into thinking the news is good.


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Slide 11


AppreciationAgreement

Fairness

Compliment/Praise

Cooperation

Good - News

Resale

Understanding

BUFFERBUFFER


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Slide 12


BufferBuffer

Agreement

We both know how hard it is to make profits

in this industry.

We agree that after paying such a highprice one expects a high quality as well..


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Slide 13


BufferBuffer

Appreciation

Thank you for giving us the opportunity to

consider your loan application

We appreciate your letter telling us how youfeel about the computer software youpurchased from our store.


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Slide 14


BufferBuffer

Assurance

For the past week, we have carefully

monitored those using the photocopyingmachine to see whether we can detectany patterns of use that might explain itsfrequent breakdowns.


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Slide 15


BufferBuffer

Compliment

Your resume shows an admirable breadth

of experience, which should serve youwell as you progress in your career.


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Slide 16


BufferBuffer

Cooperation

Employee Services is here to smooth the

way for all of you who work to achievecompany goals.


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Slide 17


BufferBuffer

Good news

A replacement knob for your range is on its

way, shipped February 10 via UPS.


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Slide 18


BufferBuffer

Neutral Courtesy

In order to continue providing highest

quality products to our customers certainchanges have been made.


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Slide 19


BufferBuffer

Understanding

So that you can more easily find the printer

with the features you need, we areenclosing a brochure that describes allthe Panasonic printers currently available.


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Slide 20


Explanation and AnalysisExplanation and Analysis

y Explanations, are often crucial to theeffectiveness of a negative message.

a. Try to convince the reader that you areacting in their interest.

b. Explain courteously all relevant facts

beh

ind th

e decision.

c. Show that the request has beencarefully considered.


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Slide 21


DECISION: IMPLIED OREXPRESSED, WITHRESALE

AND/ORHELPFUL SUGGESTIONS

DECISION: IMPLIED OREXPRESSED, WITHRESALE

AND/ORHELPFUL SUGGESTIONS

If the reasons are so clear that the reader

will conclude youmust

refuse th

e requestthen dont state the bad news.

If an implied decision might bemisunderstood, express your decisionclearly near the end of the explanation.

If desirable , resell the reader on yourcompanys policies.

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