Communicating Negative News Effectively
What is a buffer? Name five or more techniques to buffer the opening of a bad-news message.
A buffer is a device to reduce shock or pain. In bad-news messages, a buffer may consist of the best news, a compliment, appreciation, agreement, facts, understanding, or an apology.
WRITING PLAN FOR REFUSING TYPICAL REQUESTS AND CLAIMS
Buffer: Start with a neutral statement on which both reader and writer can agree, such as a compliment, appreciation, a quick review of the facts, or an apology. Try to include a key idea or word that acts as a transition to the reasons. ▪ Reasons: Present valid reasons for the refusal, avoiding words that create a negative tone. ▪ Bad news: De-emphasize the bad news, use the passive voice, accentuate the positive, or imply a refusal. Suggest a compromise, alternative, or substitute, if possible. The alternative may be part of the bad-news section or part of the closing. ▪ Closing: Renew good feelings with a positive statement. Avoid referring to the bad news. Include resale or sales promotion material, if appropriate. Look forward to continued business.
What are some channels that large organizations may use to deliver bad news to employees?
Large organizations may deliver bad news in the form of hard-copy memos, intranet posts, emails, videos, webcasts, voice mail, and internal as well as external blogs.
Some organizations consider customers who provide negative online comments as inexpensive real-time groups. T/F
T
bad news is better received when reasons are given first T/F
T
What is the primary difference between the direct and the indirect strategies?
The primary difference is where the bad news is placed. In the direct strategy, it comes first. In the indirect strategy, it comes after the buffer and reasons.
When denying a claim from an irate customer who is threatening and overstates the claim, how can you remain professional and fair?
You can remain professional by staying calm, using polite language, and responding with clear explanations of why the claim must be denied. You can be fair by showing that the decision was impartial and rational.
form of buffer that makes a relevant statement with which both reader and receiver can concur
agreement
compromise or substitute often included when delivering bad news also called a compromise
alternative
an admission of blameworthiness and regret for an undesirable event
apology
form of buffer that conveys thanks to the reader for doing business for sending something for conveying confidence in your organization
appreciation
the part of a bad news message that provides a clear but understated announcement of the bad news that might include an alternative or a compromise
bad news
form of buffer that starts with the part of the message that represented the best news
best news
Examples of buffer types
best news compliment appreciation facts agreement understanding
device to reduce pain or shock; the part of a bad-news message that introduces the message with a neutral statement that makes the reader continue reading
buffer
What is the 4 part indirect strategy for bad news
buffer- open with a neutral statement that doesn't mention the bad news reason- explain the cause of the bad news news-reveal bad news without emphasizing it closing- end with a personalized forward looking pleasant statement
part of a bad news message that ends with a warm forward looking statement that might mention good wishes, gifts, or sales promotion
closing
form of buffer that praises the receiver's accomplishments, organization or efforts
compliment
substitute often included when delivering bad news; also called an alternative
compromise
If bad news is not damaging may be overlooked is preferred by recipient requires firmness use which strategy?
direct
When the bad news is not damaging use the _____ strategy
direct
The ___ strategy saves time and is preferred by some who consider it to be more professional and even more ethical than the ___ strategy.
direct indirect
ability to understand and enter into the feelings of another
empathy
How to present the reasons for negative news
explain the reasons leading up to the denial cite reader benefit explain rationale behind company policy choose positive words to keep reader in receptive mood Use passive voice highlight the positive position the bad news strategically
section of bad news message that explains why a negative decision is necessary; the mot important part also called reasons
explanation
form of buffer that provides objective info that introduces the bad news
facts
How do you close pleasantly
forward look- anticipate future business alternative- give follow through advice good wishes- express sincere good wishes and thank the reader
items such as coupons, samples, or gifts that companies send to customers to restore confidence or to promote future business
freebies
How can a subordinate tactfully, professionally, and safely deliver upsetting news personally to a superior?
gather all info prepare and rehearse explain the past, present and future consider taking a partner choose a good time to deliver the news be patient with the reaction
When announcing bad news to individuals or groups what steps can you take?
gather info prepare and rehearse explain past, present and future consider taking a colleague think about timing be patient with the reaction
Why should you apologize to customers if you or your company made an error? What is the best way to do it?
helps sooth hard feelings cost nothing apologize effectively promptly and sincerely. strive to accept responsibility consult legal counsel to avoid litigation
avoiding a direct statement of refusals. used when reasons and explanation leave no doubt that a request has been denied
implying
If bad news is personally upsetting, may provoke hostile reaction, could threaten customer relationships and is unexpected, which strategy should you use
indirect
The _____ strategy does not reveal the bad news immediately.
indirect
When delivering bad news in person use the _______ strategy if you know the news will upset the receiver
indirect
f the negative news involves the receiver personally, such as a layoff notice, the _____ strategy makes sense
indirect
What is a buffer?
neutral but meaningful statement that makes the reader continue reading concise relevant opening that provides natural transition to the explanation that follows
How can negative online comments be turned into positive growth for an organization?
provide opportunities for learning and improvement analyze complaints to recognize weakness and rectify problem areas
showing readers how the bad news may help them, even indirectly
reader benefits
part of a bad news message that explains why the bad news was necessary and that the matter was taken seriously the most important part of a negative message; also called an explanation
reasons
message written to turn down a request for favors, money, information or action
request refusal
process of reassuring customers that their choices were good ones
resale
statement that attempts to convince a customer to purchase goods or services
sales promotion
In delivering bad news, name five techniques that can be used to cushion that news.
sandwich it between other sentences avoid high visibility positions use passive voice highlight positive news imply the refusal suggest compromise or alternative
What is a process used by many business professionals in resolving problems with disappointed customers in print?
telephone or email immediately describe problem and apologize explain why problem occurred and what you are doing to resolve it how you can prevent it from happening again
form of buffer that shows the writer cares about the reader
understanding
When would you be more inclined to use the direct strategy in delivering bad news
when bad news is not damaging, doesn't personally affect receiver,
