1. Preparing Bad-News Messages
BCOM Chapter 07
Chapter 7 Lecture Slides
Preparing Bad-News Messages

2. Learning Objective 1
Explain the steps in the inductive approach and understand its use for specific situations. 1

3. Channel Choice for Bad News: How to Show Tact
BCOM Chapter 07
Channel Choice for Bad News: How to Show Tact
Electronic messages are more honest and accurate and cause less discomfort for sender and sometimes receiver.
Personal delivery says message is important, shows empathy for recipient, and is rich in nonverbal cues and feedback. 1

4. All managers must know how to deliver bad news with grace and tact.
BCOM Chapter 07
All managers must know how to deliver bad news with grace and tact.
Whenever possible, offer alternatives to “no” and always convey bad news with sensitivity and empathy. 1

5. Indirect Outline Used in Bad-News Messages
OPENING:
Begins with neutral ideas that leads to refusal or bad news
BODY:
- Presents facts, analysis, and reasons for refusal or bad news
- States bad news using positive tone and de-emphasis techniques
- Included counterproposal or “silver lining”
CLOSING:
Closes with idea that shifts focus away from refusal or bad news and indicates continuing relationship with receiver 1

6. Advantages of the Inductive Outline
BCOM Chapter 07
Advantages of the Inductive Outline
Identifies the subject of the letter without first turning off the reader
Presents the reasons before the refusal, increasing understanding and acceptance
Avoids a negative reaction because the refusal does not come as a shock
Closes on a neutral or pleasant note 1

7. Exceptions to Using the Inductive Approach for Bad News
BCOM Chapter 07
Exceptions to Using the Inductive Approach for Bad News
Message is a second refusal to a repeated request
An insignificant matter is involved
The request is ridiculous, unethical, or illegal
The writer wants to “shake” the receiver
The relationship is so close that human relations can be taken for granted
The sender wants to demonstrate authority 1

8. Learning Objective 2
Discuss strategies for developing the five components of a bad-news message. 2

9. Developing the First Paragraph
BCOM Chapter 07
Developing the First Paragraph
Begin with a buffer to cushion the bad news
Avoid empty acknowledgments of the obvious
Avoid tipping off the bad news too early
Avoid starting too positively to build false hopes 2

10. Effective Openings for Bad-News Message
BCOM Chapter 07
Compliment
Gratitude
Point of agreement
Good news
A review
Resale 2

11. Guidelines for Writing the Reasons Section
BCOM Chapter 07
Guidelines for Writing the Reasons Section
Provide a smooth transition from the opening paragraph
Include a concise discussion that is logical to reader
Show reader benefits and and considerations
Avoid using company policy as reason 2

12. Writing the Bad-News Statement
BCOM Chapter 07
Writing the Bad-News Statement
Position the bad news strategically
Use passive voice, general terms, and abstract nouns
Use positive language to accentuate anything good
Imply the refusal, but only if receiver can still understand message 2

13. Offering an Alternative: A Way to Keep communication Lines Open
BCOM Chapter 07
Offering an Alternative: A Way to Keep communication Lines Open
A highway detour requires more time and may be less desirable, but drivers will reach their destinations. 2

14. Offering a Counterproposal or a “Silver Lining”
BCOM Chapter 07
Offering a Counterproposal or a “Silver Lining”
Counterproposal
(tangible or intangible): States what you can do or offer OR
“Silver” lining
Provides a thought that turns the discussion to a positive direction 2

15. Techniques for Closing Positively
BCOM Chapter 07
Techniques for Closing Positively
De-emphasize the negative
Unify the message
Include positive, forward-looking idea
Reference pleasant idea from discussion
Use resale or sales promotion
Express willingness to help in another way 2

16. Learning Objective 3
Prepare messages refusing requests and claims. 3

17. Types of Bad-News Messages
Refusal of a request or favor
Denial of a claim
Denial of credit
Message of constructive criticism
Bad-news 3

18. When Refusing Requests:
State what was done
Avoid saying what was not done
Use passive voice
Include a positive idea
Place bad news in a dependent clause of a complex sentence

19. Learning Objective 4
Prepare messages handling problems with customers’ orders and denying credit. 4

20. Guidelines for Communicating Bad News
Cushion bad news with sincere compliment or suggestion.
Transition to reasons and provide complete explanation for refusal.
Restate reason for saying “No” to de-emphasize refusal.
Include logical alternative and close with positive thought. 4

21. Formatting Guidelines for Communicating Bad News
Use a correct document format
Ensure that the document is appropriately positioned
Include standard document parts
Include special parts if necessary
Ensure keyboarding, spelling grammar and punctuation are perfect

22. Include Resale Material in Credit Refusals
Key Points
Credit applicants may prefer your brand and be willing to buy it on a cash basis
Suggests that the writer is trying to be helpful
Makes the writing easier—negative thoughts are easier to de-emphasize when cushioned with resale material and when you seem confident of future cash purchases.
Can confirm the credit applicant’s judgment. (Suggesting the applicant made a good choice of merchandise is an indirect compliment.) 4

23. Legal Implications of Credit Refusal
Fair Credit Practices
Equal Credit Opportunity Act (ECOA)
Fair Credit Reporting Act
Avoiding Litigation:
Invite applicant to call or come in to discuss reasons
Provide credit reporting agency’s information

24. Learning Objective 5
Prepare messages providing constructive criticism and negative organizational news. 5

25. Constructive Criticism
Though difficult, one person’s effort to communicate ideas for improvement can benefit many others’ experiences.

26. Preparing Constructive Criticism
BCOM Chapter 07
Preparing Constructive Criticism
Give the communicator a feeling of having exercised responsibility
Allow management to learn of changes that need to be made
Allow staff to modify techniques and become more successful
Help staff perform better
responsibility
changes
successful
future 5 5

27. Communicating Negative Organizational News
BCOM Chapter 07
Communicating Negative Organizational News
Convey the bad news as soon as possible
Give a complete, rational explanation
Show empathy and respond to feelings
Follow up
Shred Immediately 5