Chapter 11 By Daniel Guerriero, Coralie Mundwiller, Zachary Ross, and Amélie Lemelin

Goals in delivering bad news Strategies for delivering bad news When to use the direct or indirect pattern Buffer, reasons, cushioning and closing 3X3 process writing Avoiding legal problems Refusing Routine requests Delivering bad news to customers Problems with orders Denying claims Refusing credit Delivering bad news within the organization Giving bad news personally Delivering workplace bad news Saying no to job applicants Presenting bad news in other cultures

Deliver the bad news in a way they will understand and accept it. Make sure to keep a good company image. Make the message clear and to the point so that there are no misunderstandings and there is no further communication Avoid Legal Problems

1) Give the reason why. 2) Be sensitive. 3) Treat the issue seriously. 4) Make all decisions with care. USE Direct Pattern Indirect Pattern

INDIRECT PATTERN  When the bad news might affect the reader.  To keep the reader aware throughout the message. DIRECT PATTERN  When the reader might look at the bad news briefly.  When you need to be direct  When firmness is necessary  When the news is perturbing.

Buffer Reasons Bad News Closing Indirect opening not related to the bad news Ex: a compliment or appreciation. Reasons before the bad news Be clear and choose positive wording. Cushion the bad news by implying it At the same time, make yourself clear. Be pleasant and look ahead to future opportunities. Ex: good wishes, freebies and sale promotions.

Closing Bad News Reasons Putting the bad news first can be more effective in certain cases, such as A small increase in price at a fast food restaurant A small increase in the price of gas.

A buffer is an indirect, neutral statement that is meant to keep the reader interested. Different kinds of buffers include: The Best News Compliments Appreciation Agreement Facts Understanding Apology

Explaining Clearly Be specific if possible (confidentiality) Stay honest and realistic (good-guy syndrome) Citing Reader or Other Benefits if Plausible The benefits that it could hold for him and the others Show that the decision was made for his own good Explaining Company Policy Do not state the policy but explain why it is good and applicable Choosing Positive Wording Avoid pessimism and negative expressions Ex: failure, error, denied

 Positioning the Bad News Strategically  Using the passive voice (focus on the action)  Accentuate the positive  Implying the refusal (indirectly but clearly)  Suggest a compromise or alternative

Looking Forward Alternative Good Wishes Freebies Resale or Sale Promotion Closing Pleasantly

Step 1Step 2Step 3 Analyze the bad news and the impact it will have. Research, organization, and composition Revision, proof-reading, and evaluation

Consider the following: Abusive language (defamation) Careless language (avoid misinterpretations) Incriminating documents Good Guy Syndrome Speak on behalf of yourself and not the organization.

Routine request Favour, money, information, action or other items Pattern The indirect pattern is preferable Reasons- before- refusal Buffer Reasons Present bad news (praise and positive tone) Conclude positively giving possible alternative

Call the customer immediately and apologize. Explain why it won’t happen again. Follow the call with a letter that summarizes the conversation Keep goodwill and a good relationship with the customer

Reasons before refusal pattern Neutral and objective language Proper tone Use Offer an alternative Avoid blaming the customer

Use indirect pattern - Avoid hurtful language -Give the possiblility for future credit -Stay respectful, and upbeat -Keep customer goodwill -Review the letter with a legal counsel

TACTIC Explain reasons first in addition to being professional. AUDIENCE Announce the news in details to all the members of the company USE Direct or indirect pattern depending on the audience

. Use indirect pattern Be vague to avoid hurting the recipient Keep it general, simple and short Remember to extend your best wishes after refusing the job

Delivering bad news in different cultures Use a proper tone and use cultural conventions EXAMPLE Germany and Britain prefer direct pattern

Deliver bad news to customers Denying claim Delayed order with a long delay Credit refusal Delivering bad news within organizations Negative announcement including an apology Letter of reprimand

Here is the link to our Zenome sub-category. The category will help you find additional information on chapter 11: Negative Messages. parentID=

 Mary Ellen Guffey, Kathleen Rhodes, Patricia. Business Communication: Process and Product. Toronto: Thompson South-Western,  Bowman, Joel P. "Credit Refusal." 22 August Homepages at WMU. 10 February  —. "Delayed Order with a Long Delay." 21 August Homepages at WMU February.  —. "Letter of Reprimand." 21 August Homepages at WMU. 10 February  —. "Negative Announcement Including an Apology." 21 August Homepages at WMU. 9 February  —. "Sample Claim Refusal." 21 August Homepages at WMU February.

 Bowman, Joel P. "Writing Negative Messages." 21 August Business Communication: Managing Information and Relationships. 5 February  Dickson, Carl. "How to Deliver Bad News in Writing." Capture Planning. 5 February  Sripriya Rajagopalan, Greg Smith. "Negative Messages are not bad after all." Exforsys Inc. 5 February  Thill, John and Courtland Bovee. Excellence in Business Communication. New Jersey: Upper Saddle River, 2005.