Download - Indirect Pattern for Bad News Messages
Indirect Pattern for Bad News Messages
1. Refuse routine requests and claims
2. Break bad news to customers
3. Break bad news to employees
Which organization
pattern is better for delivering bad news?
DIRECT
INDIRECT
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The direct strategyis appropriate for
delivering bad newsin some situations.
Reasons Bad
NewsClosing
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Reasons Bad
NewsClosing
When . . . • The receiver may overlook the bad news.• Organization policy suggests directness.• The receiver prefers directness.• Firmness is necessary.• The bad news is not damaging.• The receiver’s goodwill is not an issue.
Disappointment Irritation Anger
Common Reactions to Negative Information
Goods cannot be delivered as promised
Product failure Credit refusal Billing error
Disappointment Irritation Anger
You Can Usually Diminish NegativeFeelings Associated with Bad News if
The reader knows the reasons for the rejection
The bad news is revealed with sensitivity
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Buffer Reasons Bad
NewsClosing
Using the indirect strategy to communicate bad news appeals to
relationship-oriented writers who care about how a message
will affect its receiver.
Goals in Communicating Bad News
• Acceptance—strive to help receiver understand and accept the bad news.
• Positive image—promote good image of yourself and your organization.
• Message clarity—make the message so clear that no further correspondence is necessary.
• Protection—avoid creating legal liability.
Preventing Legal Problems
Avoid abusive language.Avoid abusive language.
• Defamation—false published statement that harms an individual's reputation
• Libel—written defamation
• Slander—spoken defamation
Examples: deadbeat, crook, quack
Avoid careless language.Avoid careless language.• Avoid potentially damaging or easily
misinterpreted statements. Example: The factory floor is too dangerous for visitors on field trips.
• Remember that you represent your organization.– Your business messages must represent the
views of the organization. – Be careful about revealing company
information, even in a personal blog.
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Buffer Reasons Bad
NewsClosing
The indirect strategyallows you to prepare the reader before delivering the bad news, thus softening
the impact of the bad news.
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Possible Buffers for OpeningBad-News Messages
Possible Buffers for OpeningBad-News Messages
• Facts• Understanding• Apology
Reasons Bad
NewsClosing
• Best news• Compliment• Appreciation• Agreement
Buffer
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Presenting the ReasonsPresenting the Reasons
• Be cautious in explaining.• Cite reader benefits, if possible.• Explain company policy, if relevant.• Choose positive words.• Show that the matter was treated seriously and fairly.
Buffer Bad
NewsClosingReasons
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To reveal the bad news with sensitivity, learn these
Seven Techniques for Deemphasizing Bad News.
Buffer Reasons Closing Bad
News
Chapter 1, Slide 15
Use thepassivevoice.
Use thepassivevoice.
Suggestan
alternative.
Suggestan
alternative.
Implythe
refusal.
Implythe
refusal.
Be clearbut not
overly graphic.
Be clearbut not
overly graphic.
Place thebad news
in a subordinateclause.
Place thebad news
in a subordinateclause.
Use along
sentence.
Use along
sentence.
Avoidthe
spotlight.
Avoidthe
spotlight.
Techniques forTechniques forDeemphasizingDeemphasizing
Bad NewsBad News
Techniques forTechniques forDeemphasizingDeemphasizing
Bad NewsBad News
Mary Ellen Guffey, Essentials of Business Communication, 7e
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Place the bad news in a subordinate clause.Although we have no position for an individual with your qualifications at this time, we are pleased that you thought of us when you started your job search.
Use a long sentence. Don’t put the bad news in a short, simple sentence.
Avoid the spotlight. Put the bad news in the middle of a paragraph halfway through the message.
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Be clear but not overly graphic.
Instead of this
Our investigation reveals that you owe three creditors large sums and that you were fired from your last job.
Try this
Our investigation reveals that your employment status and your financial position are unstable at this time.
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Imply the refusal.
Instead of this
We cannot contribute to your charity this year.
Try this
Although all our profits must be reinvested in our company this year, we hope to be able to support your future fund-raising activities.
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Use the passive voice.
Instead of this
We cannot make a contribution at this time.
Try this
A contribution cannot be made at this time.
Suggest an alternative.
Although the cashmere sweater cannot be sold at the erroneously listed price of $18, we can allow you to purchase this $218 item for only $118.
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Passive-voice verbsPassive-voice verbs focus attention on actions rather than on personalities. They are useful in being tactful.
Active voiceI cannot allow you to return the DVD player because . . . .
Passive voiceReturn of the DVD player is not allowed because . . . .
Ryan checked the report, but he missed the error.
The report was checked, but the error was missed.
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Notice that Notice that passive-voice verb phrasespassive-voice verb phrases
always include “helper” verbs.always include “helper” verbs.
Review these examples of “helperhelper” verbs forming passive voice:
The report was checked.
The schedule is being revised.
Invitations were sent.
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Quick Check
Convert the following statements from active to passive voice.
A cash contribution cannot be made this year because of unusually high expenses.
I am unable to make a cash contribution this year because of unusually high expenses.
We cannot process your application this month.
Your application cannot be processed this month.
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Quick Check
Convert the following statements from active to passive voice.
Our products are sold only through franchised retailers.
We sell our products only through franchised retailers.
Mark made a programming error that delayed our project.
A programming error was made that delayed our project.
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Closing Bad-News MessagesClosing Bad-News Messages
Avoid endings that sound canned, insincere, inappropriate, or self-serving. Try to personalize the closing with
Buffer Reasons Bad
NewsClosing
• Freebies• Resale or sales
promotion
• A forward look• Information about
alternative• Good wishes
Examine This EffectiveRefusal of Request for Cash Refund
Adobe Acrobat 7.0 Document
Adobe Acrobat 7.0 Document
Denying Claims
• Don’t blame customers, even if they are at fault.
• Avoid you statements that sound preachy.• Use neutral, objective language to explain
why the claim must be refused.• Consider offering resale information to
rebuild the customer’s confidence in your products or organization.
Claim refusal letter
Adobe Acrobat 7.0 Document
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Announcing Bad News to Employees
Before-revision letterannouncing bad news to
employees.
Click icon to viewafter-revision letter.
Adobe Acrobat 7.0 Document
Adobe Acrobat 7.0 Document