Bad News Messages Chapter 6 Effective Communication for Colleges, 10th ed., by Brantley & Miller, 2005© Chapter 6 – Slide 1

Learning Objectives Analyze bad news messages to verify that they reflect the six Cs of effective messages, acceptable message formats, and the bad news strategy. Prepare bad news messages by applying the CBO approach and the bad news strategy. Effective Communication for Colleges, 10th ed., by Brantley & Miller, 2005© Chapter 6 – Slide 2

Examples of Bad News Messages Section 1: THE BAD NEWS STRATEGY Examples of Bad News Messages Recommendation refusals Request refusals Adjustment refusals Credit refusals Order refusals Effective Communication for Colleges, 10th ed., by Brantley & Miller, 2005© Chapter 6 – Slide 3

The CBO Approach Plan a message. Compose a draft. Complete a message. Effective Communication for Colleges, 10th ed., by Brantley & Miller, 2005© Chapter 6 – Slide 4

Four Planning Activities Identify the objective. Visualize the audience. Gather supporting information Organize the information. Effective Communication for Colleges, 10th ed., by Brantley & Miller, 2005© Chapter 6 – Slide 5

Identify the Objective Refuse yet maintain goodwill. Suggest an alternative or show benefit to the receiver. Effective Communication for Colleges, 10th ed., by Brantley & Miller, 2005© Chapter 6 – Slide 6

Visualize the Audience Know the receiver’s profile. Recognize the sensitivity of the situation. Anticipate receiver’s reaction. Effective Communication for Colleges, 10th ed., by Brantley & Miller, 2005© Chapter 6 – Slide 7

Gather Supporting Information Use relevant facts. Know your receiver’s background. Age Profession Education Culture Language Choose appropriate words. Effective Communication for Colleges, 10th ed., by Brantley & Miller, 2005© Chapter 6 – Slide 8

Communication Situation Analyze the communication situation to choose the most effective message form and transmission mode. Determine whether to develop your message with written or spoken words. Effective Communication for Colleges, 10th ed., by Brantley & Miller, 2005© Chapter 6 – Slide 9

Organize the Information Prepare an outline. Follow the indirect pattern. Effective Communication for Colleges, 10th ed., by Brantley & Miller, 2005© Chapter 6 – Slide 10

Compose a Draft Choose words that reflect the you attitude. Construct sentences. Assemble paragraphs. Choose paragraph locations. Effective Communication for Colleges, 10th ed., by Brantley & Miller, 2005© Chapter 6 – Slide 11

Complete the Message Proofread. Edit. Revise. Finalize. Effective Communication for Colleges, 10th ed., by Brantley & Miller, 2005© Chapter 6 – Slide 12

Bad News Strategy Follow the indirect pattern. Opening--Begin with neutral or pleasant statement. Explanation--Explain the reason(s) for the refusal. Message Objective--State or imply the refusal. Additional Information--Offer an alternate solution or action. Closing--End with a positive, friendly statement. Effective Communication for Colleges, 10th ed., by Brantley & Miller, 2005© Chapter 6 – Slide 13

Bad news applications follow the bad news strategy. Section 2: BAD NEWS APPLICATIONS Bad news applications follow the bad news strategy. Begin with a neutral or pleasant statement. Begin with a buffer. Choose words carefully. Avoid misleading the receiver. Explain the reason(s) for the refusal. Explain why you cannot do what the receiver wants. Use the passive voice to avoid sounding accusatory. State or imply the refusal. State the refusal concisely. State what can be done rather than what cannot be done. Avoid negative words. Offer an alternate solution or action. Offer a constructive suggestion, a substitute, a counterproposal, or an alternate course of action. Explain how the receiver may benefit. End with a positive, friendly statement. Conclude with a positive statement. Close with action required by the receiver. Avoid trite expressions. Effective Communication for Colleges, 10th ed., by Brantley & Miller, 2005© Chapter 6 – Slide 14

Recommendation Refusals Open with a neutral statement that relates to the receiver. Offer an explanation. State or imply the unfavorable recommendation. Offer an alternate solution or action if possible. End with a positive statement. Effective Communication for Colleges, 10th ed., by Brantley & Miller, 2005© Chapter 6 – Slide 15

Request Refusals Begin with a pleasant or neutral statement that relates to the receiver. Give at least one reason for the refusal. Imply or state the refusal. Offer a helpful solution or suggestion. End with a positive statement without reference to the refusal. Effective Communication for Colleges, 10th ed., by Brantley & Miller, 2005© Chapter 6 – Slide 16

Adjustment Refusals Begin with a pleasant, relevant statement. Give a factual basis for the refusal. Imply or state an impersonal refusal. Include a resale statement and/or an offer to help. End pleasantly; emphasize receiver action when needed. Effective Communication for Colleges, 10th ed., by Brantley & Miller, 2005© Chapter 6 – Slide 17

Credit Refusals Begin with a pleasant, timely buffer. Give reasons for the refusal, but leave the way open for credit extension later. Imply or state the refusal. Make a counterproposal; if appropriate, introduce a cash plan. End with attention on the receiver’s benefits. Effective Communication for Colleges, 10th ed., by Brantley & Miller, 2005© Chapter 6 – Slide 18

Order Refusals Begin with a buffer; the opening statement may identify the order by date, number, and description. Ask for needed information if the order was incomplete; give a reason for the refusal if the order will be delayed or will not be filled. State or imply the delay plan or the refusal. Offer a resale or an alternate solution. End with a positive statement. Effective Communication for Colleges, 10th ed., by Brantley & Miller, 2005© Chapter 6 – Slide 19