Indirectness in Bad News Messages Teacher – Shahed Rahman

Allow me to give you an offer you cant Refuse

Important Usually Bad news messages should be in the indirect order There is exceptions, as when the reader prefer frankness Do it in a Positive Way

The General Direct Plan Using a Strategic Buffer Setting up the Negative News Presenting the Bad News Positively Offering an Alternative Solution Ending on a Positive Note

Using A Strategic Buffer Use a buffer in indirect bad-news messages Begin with a buffer that identifies the subject Raises the topic of the message but does not indicate what the rest of the message will say about it Giving them a chance to prepare for the negative news Some times the direct approach is best if ethical issues are involved

Setting Up the Negative News Facts Involved in the decision Explanatory Strategy before presenting the negative news Cite the expert opinion of authorities whom both you and you r readers respect

Presenting The Bad News Positively Refuse as positively as the situation permits Make sure Negative message is clear. Readers already expecting a negative message. Be certain that you are honest and clear. In the interest of our fairness “Since you have broken the seal, state law prohibits us from returning the product to stock” “State law prohibits us from returning to stock all such products with broken seal”

Offering an Alternative Solution Help Solve the readers problem Showing Concern maintains goodwill What are the other options ?

Ending on a Positive Note End with specially adapted goodwill

Refused Request Developing the Strategy Setting Up the Explanation in Opening Presenting The Explanation Convincingly Handling the Refusal Positively Using a Compromise When Practical Closing with Good Will

General Plan to Refused Request Begin with words that indicate that indicate a response to the request, are neutral as to the answer, and set up the strategy. Present your justification or explanation, using positive language and you viewpoint. Refuse clearly and Positively, including counter proposal or compromise when appropriate End with an adapted good will

Negative Announcements Determining the Strategy Direct or Indirect ? Indirect Order usually Better Setting up the bad news Select a strategy that prepares the reader to accept the bad news Positively Presenting the Bad News The bad news should follow logically from your opening Word it positively Focusing on Next steps or Remaining benefits Help people solve their problems and focus on any positive aspects Closing on a Positive or Encouraging Note Close with good will

Thank you  Experiences are not always Positive Learn how to deal with Negative Situations