delivering sensitive and negative news
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Delivering Sensitive and Negative News
Writing that Works (2010). Oliu, Brusaw, & Alred
Business Communications, MGT 309 University of North Carolina at Greensboro
Do’s
Stay in integrity Careful analysis of the situation! Adapt your medium to the message Choose the appropriate tone Take your time when writing Stay relevant Stay factual. Stay neutral No “Pollyanna’ Be fair & reasonable Stay concise Assertive (avoid apology) . Consult supervisor &
legal advisors End positive Passive voice is okay.
• + Buffer - Positive words with neutral feel
• - Body – 3 sentences Sentence 1 – Positive words with a neutral feel Sentence 2 - Negative information. Sentence 3 - Positive words with a neutral feel – transition
out.
• + Goodwill close
“Sandwich” Construction + - +
Buffer – (Introduction) Sincere Express appreciation Relevant Not misleading Neutral Respectful Succinct Assertive Brief On point
Buffer Statements:
Thank your for participating in our competition.
It was great to see you at the conference. The keynote speaker gave a fantastic presentation. (Email hello)
Minimize the space allocated. Subordinate bad news in a complex or
compound sentence. Embed the bad news in the middle of a
paragraph or use parenthetical expressions. Use a condition statement (if, then) Tell what you will do, not what you won’t do However, don’t let the bad news get lost by
overemphasizing the positive.
State the Bad
Examples: Bad News using Positive Words
Your account is in error.
Corrections were made to your account.
There will be a delay in your order.
We will ship your order on the 15th.
I can’t understand what you mean.
Please clarify your request.
Positive Final Optimistic Sincere Confident Remember the end is a power
position!
Goodwill Close
Construction’s for Specific
Situations
When you have a reason the audience will
accept, give the reason before the refusal. Then give the negative information Present an alternative End positive
Downplay the emotion. Neutral tone.
Organization: Negative message to clients/customers
Define the problem. Tell how it happened. Describe the options for fixing it. Recommend a solution & ask for action.
Downplay the emotion. Neutral tone.
Organization: Negative to superiors
Describe the problem. Present an alternative. As for input or action.
Downplay the emotion. Neutral tone.
Organization: Negative messages to peers and
subordinates
Delivering Sensitive and Negative News
Writing that Works (2010). Oliu, Brusaw, & Alred
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