how to communicate bad newz effectively???
TRANSCRIPT
Communicating Bad News Effectively….
Submitted to:
Dr. Manish Siddhpuriya
Introduction
Bad News/Negative Message
A negative message is a message written to convey anunpleasant and unfavorable information withoutprovoking the annoyance of the readers.”
Purposes To Communicate Bad News
To convey the bad news
To gain acceptance for it
To maintain as much good will as possible
To maintain a good image for our organization
To eliminate the need for future correspondence on the matter, if appropriate.
Two approaches
DIRECT
INDIREC
T
State the bad news first•State the bad news.
•Give reasons.
•End with a positive close.
Open with a buffer and soften the impact
•Begin with a buffer.•Provide reasons & information.•State the bad news.•Close with confidence.
5
Three-Step Writing Process
1
Planning
3
Completing
2
Writing
Identification of purpose
Visualize the audience
Selecting the right medium
Reason(s) for the referral.
Credibility andQualification
Revise the Message
Proofread the Message
Edit and Finalizethe Message
you-attitude &polite language.
Use Positive Words Instead Of Negative Words
Your request doesn't make any sense.
The damage won't be fixed for a week.
The enclosed statement is wrong.
Although it wasn't our fault, there will be an
unavoidable delay in your order.
Please clarify your request.
You can pick up your car next week.
Please recheck the enclosed statement.
You will receive your order as soon as we receive
the shipment from our supplier, which we expect
to happen within 10 days.
Indirect Method
Buffer Reasons Bad newsPositive
conclusion
The Buffer A neutral, non-controversial statement
Closely related to the point of the
message
Establishing common ground with your
reader
Sincere
Respectful
Relevant
Neutral (implying neither yes or no)
Providing smooth transition to the
reasons
The Buffer Appreciation:
Thank you for considering ABC as the place
to launch your career in accounting.
Agreement:
We both know how hard it is to make a
profit in this industry.
Cooperation :
XYZ is here to smooth the way for restaurants at the
cutting edge of gourmet dining.
Reasons And Additional
Information
Lead the reader to your conclusion before
you say it straight out
Maintain focus on the issues at hand and
defuse the emotions
Avoid hiding behind company policy but
provide a reasonable explanation
Provide enough detail but be concise
Reasons And Additional
Information Instead of:
Company policy forbids our hiring anyone
who does not have two years' supervisory
experience
We Can Write:
Because these management positions are quite challenging,
the HR department has researched the qualifications needed
to succeed in them. The findings show that the two most
important qualifications are a bachelor's degree in business
administration and two year's supervisory experience.
Clear Statement Of
The Bad News
De-emphasize the bad news
Use a conditional (if or when) statement to implythat the audience could have received, or mightsomeday receive, a favorable answer
Emphasize what you can do or have done, ratherthan what you cannot do.
Examples of Positive Language in a Negative
Message
I must refuse your request. I will be out of town on the day you need me.
We must deny your application. The position has been filled.
We cannot afford to continue the program.
The program will conclude on May 1.
We must reject your proposal. We've accepted the proposal from AAA Builders.
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Close On A Positive Note Express best wishes sincerelyAvoid a negative or uncertain conclusion.Exp: I trust our decision is satisfactory.
Be optimistic about the futureDon't anticipate problemsExp: If you have further questions, please write
Steer clear of clichés that are insincere
Exp: If we can be of any help, please contact us
Don't show any doubt, about keeping the
Person as a customerExp: We hope you will continue to do businesswith us
Examples of Bad News Messages
1. Recommendation refusals
2. Request refusals
3. Adjustment refusals
4. Credit refusals
5. Order refusals
Example Of Refusing Credit letter
HOYT & JENNINGS32 EAST 48TH STREETNEW YORK
Mr.Harold grant,48 Dey Street,New York.
Dear sir,
May we thank you for your letter of may 5TH and for the names of those whom you were you were kind enough to give areferences.
The information that we have received from them is unfortunately not quite complete enough for the purposes of our formalrecords. Would you care to furnish us with further reference in order that the account may be properly opened.Or perhaps you would rather call in person.
Very truly yours.F.Burdick,Credit Managers,Hoyt & Jennings