Lesson 8: Writing Bad News Messages

Overview

The main point of this lesson is that bad-news messages are most likely to be accepted when they follow the indirect plan. As you read and study this lesson, think about how embedding the bad news within positive buffers helps make it more acceptable. When you finish reading, think about the bad news you have had to convey and how using the indirect approach might have helped ease the pain.

Objectives

After reading and studying Chapter 8 you will be able to:

1. discuss the difference between the direct and indirect organizational approaches to bad-news messages.

2. discuss how the tone of your message can contribute to its effectiveness.

3. explain the purpose of a buffer and listed several types commonly used.

4. list five techniques for no gently as possible.

5. explain when it’s appropriate to use the direct approach for delivering bad news.

6. discuss the additional challenges involved when conveying bad news to customers.

The direct pattern states the bad news before the reasons and does not use a buffer. The indirect pattern begins with a buffer and places the reasons before the bad news, gradually preparing the audience for the disappointment. Both approaches end with a positive close.

By adopting an audience-centered tone, you can help the audience understand that your decision is firm, fair, and reasonable while preserving the audience’s ego. Your tone will also help the audience remain well disposed toward your business.

A buffer sets the stage for the bad news by putting the audience in an acceptance mood. It should be pleasant, relevant, and neutral and should provide a smooth transition to the reasons to follow. Buffers can express agreement, appreciation, cooperation, fairness, good news, praise, resale information, and understanding.

You can minimize the space or time devoted to the bad news; subordinate it; embed;; enclose it in a conditional statement to imply a favorable answer later on; and explain what you did, can do, or will do.

Use the direct approach if you know that the receiver prefers the bad news first, if the situation is minor and will cause little pain or disappointment, if the receiver is not emotionally involved, or if you know that firmness is necessary.

When delivering bad news to existing or would-be customers, you want to make them feel good about doing business with your firm, you use resale information or promotional material to reinforce the customer’s confidence in your service or product.

Assignment

Read and study Chapter 8 paying particular attention to Communicating Across Cultures on pages 254 and Sharpening Your Skills on page 268. Complete the self-study quiz to determine if you understand the concepts presented. To reinforce the concepts learned answer the Critical Thinking Questions on page 272, email your responses to your instructor.