Indirect Pattern for Bad News Messages

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Indirect Pattern for Bad News Messages
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• Refuse routine requests and claims
• Break bad news to customers
• Break bad news to employees

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The direct strategyis appropriate fordelivering
bad newsin some situations.
Reasons
Bad News
Closing
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Reasons
Bad News
Closing

• When . . .
• The receiver may overlook the bad news.
• Organization policy suggests directness.
• The receiver prefers directness.
• Firmness is necessary.
• The bad news is not damaging.
• The receivers goodwill is not an issue.

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Common Reactions to Negative Information
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You Can Usually Diminish NegativeFeelings
Associated with Bad News if
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Using the indirect strategy to communicate bad
news appeals torelationship-oriented writers
who care about how a message will affect its
receiver.
Buffer
Reasons
Bad News
Closing
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Goals in Communicating Bad News

• Acceptancestrive to help receiver understand and
  accept the bad news.
• Positive imagepromote good image of yourself and
  your organization.
• Message claritymake the message so clear that no
  further correspondence is necessary.
• Protectionavoid creating legal liability.

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Preventing Legal Problems

• Avoid abusive language.
• Defamationfalse published statement that harms
  an individual's reputation
• Libelwritten defamation
• Slanderspoken defamation
• Examples deadbeat, crook, quack

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• Avoid careless language.
• Avoid potentially damaging or easily
  misinterpreted statements. Example The factory
  floor is too dangerous for visitors on field
  trips.
• Remember that you represent your organization.
• Your business messages must represent the views
  of the organization.
• Be careful about revealing company information,
  even in a personal blog.

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The indirect strategyallows you to prepare the
reader before delivering the bad news, thus
softening the impact of the bad news.
Buffer
Reasons
Bad News
Closing
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Possible Buffers for OpeningBad-News Messages
Reasons
Bad News
Closing
Buffer

• Best news
• Compliment
• Appreciation
• Agreement

• Facts
• Understanding
• Apology

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Presenting the Reasons
Buffer
Bad News
Closing
Reasons

• Be cautious in explaining.
• Cite reader benefits, if possible.
• Explain company policy, if relevant.
• Choose positive words.
• Show that the matter was treated seriously and
  fairly.

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To reveal the bad news with sensitivity, learn
these Seven Techniques for
Deemphasizing Bad News.
Buffer
Reasons
Closing
Bad News
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Mary Ellen Guffey, Essentials of Business
Communication, 7e
Chapter 1, Slide 15
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• Avoid the spotlight. Put the bad news in the
  middle of a paragraph halfway through the message.

• Use a long sentence. Dont put the bad news in a
  short, simple sentence.

• Place the bad news in a subordinate clause.
• Although we have no position for an individual
  with your qualifications at this time, we are
  pleased that you thought of us when you started
  your job search.

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• Be clear but not overly graphic.

Try this Our investigation reveals that your
employment status and your financial position are
unstable at this time.
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• Imply the refusal.

Try this Although all our profits must be
reinvested in our company this year, we hope to
be able to support your future fund-raising
activities.
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• Suggest an alternative.

Although the cashmere sweater cannot be sold at
the erroneously listed price of 18, we can allow
you to purchase this 218 item for only 118.

• Use the passive voice.

• Instead of this
• We cannot make a contribution at this time.

• Try this
• A contribution cannot be made at this time.

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Passive-voice verbs focus attention on actions
rather than on personalities. They are useful in
being tactful.
Active voice I cannot allow you to return the DVD
player because . . . .
Passive voice Return of the DVD player is not
allowed because . . . .
Ryan checked the report, but he missed the error.
The report was checked, but the error was missed.
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• Notice that
• passive-voice verb phrases
• always include helper verbs.

• Review these examples of helper verbs
• forming passive voice
• The report was checked.
• The schedule is being revised.
• Invitations were sent.

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Convert the following statements from active to
passive voice.
A cash contribution cannot be made this year
because of unusually high expenses.
Your application cannot be processed this month.
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Convert the following statements from active to
passive voice.
Our products are sold only through franchised
retailers.
A programming error was made that delayed our
project.
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Closing Bad-News Messages
Buffer
Reasons
Bad News
Closing

• Avoid endings that sound canned, insincere,
• inappropriate, or self-serving. Try to
  personalize
• the closing with

• Freebies
• Resale or sales promotion

• A forward look
• Information about alternative
• Good wishes

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Examine This EffectiveRefusal of Request for
Cash Refund
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Denying Claims

• Dont blame customers, even if they are at fault.
• Avoid you statements that sound preachy.
• Use neutral, objective language to explain why
  the claim must be refused.
• Consider offering resale information to rebuild
  the customers
• confidence in your
• products or organization.

Claim refusal letter
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• Announcing Bad News to Employees

Before-revision letter announcing bad news to
employees.
Click icon to view after-revision letter.