How to communicate bad newz effectively???
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This document provides guidance on effectively communicating bad news or negative messages. It discusses including a buffer at the beginning to soften the impact, then providing reasons and additional information before clearly stating the bad news. The message should end on a positive note to maintain goodwill. Specific examples are given for refusing requests, denials, and negative decisions in a way that is respectful and avoids provoking annoyance. The indirect method of communication is recommended over directly stating the bad news initially. Positive language should be used instead of negative words when possible.
How to communicate bad newz effectively???
- 1. Communicating Bad News Effectively…. Submitted to: Dr. Manish Siddhpuriya
- 2. Introduction
- 3. Bad News/Negative Message A negative message is a message written to convey an unpleasant and unfavorable information without provoking the annoyance of the readers.”
- 4. 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.
- 5. 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
- 6. 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 and Qualification Revise the Message Proofread the Message Edit and Finalize the Message you-attitude & polite language.
- 7. 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.
- 9. Buffer Reasons Bad news Positive conclusion
- 10. 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
- 11. 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.
- 12. 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
- 13. 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.
- 14. Clear Statement Of The Bad News De-emphasize the bad news Use a conditional (if or when) statement to imply that the audience could have received, or might someday receive, a favorable answer Emphasize what you can do or have done, rather than what you cannot do.
- 15. 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. 15
- 16. Close On A Positive Note Express best wishes sincerely Avoid a negative or uncertain conclusion. Exp: I trust our decision is satisfactory. Be optimistic about the future Don't anticipate problems Exp: 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 customer Exp: We hope you will continue to do business with us
- 17. Examples of Bad News Messages 1. Recommendation refusals 2. Request refusals 3. Adjustment refusals 4. Credit refusals 5. Order refusals
- 18. Example Of Refusing Credit letter
- 19. HOYT & JENNINGS 32 EAST 48TH STREET NEW 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 a references. The information that we have received from them is unfortunately not quite complete enough for the purposes of our formal records. 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