Communicating

BAD NEWS

What are our goals?

To convey the bad news To gain acceptance for it To maintain as much good will as

possible To maintain a good image for our

organization To eliminate the need for future

correspondence on the matter, if appropriate

Two approaches

DIRECT

INDIRECT

State the bad news first If firmness and

directness are required If the receiver may

disregard the bad news

Open with a buffer and soften the impact

If sensitivity is required for maintaining further

relationships

The indirect approach

Buffer Reasons Bad news

Positive conclusio

n

The buffer

A neutral, non-controversial

statement

Closely related to the point of the

message

Establishing common ground

with your reader

Sincere

Respectful

Relevant

Neutral (implying neither yes or

no)

Providing smooth transition to the

reasons

The buffer

Appreciation

Thank you for considering ABC as

the place to launch your career in

accounting.

Agreement

We both know how hard it is to

make a profit in this industry.

Cooperation

XYZ is here to smooth the way for

restaurants at the cutting edge of

gourmet dining.

Reasons and additional information

Lead the reader to your conclusion

before you say it straight out

Maintain focus on the issues

at hand and defuse the

emotions

Avoid hiding behind company

policy but provide a

reasonable explanation

Provide enough detail but

be concise

Reasons and additional information Instead of:

Company policy forbids our hiring

anyone who does not have two

years' supervisory experience

Write:

Because these management positions are quite

challenging, the HR department has researched the

qualifications needed to succeed in them. The findings

show that the two most important qualifications are a

bachelor's degree in business administration and two

year's supervisory experience.

Clear statement of the bad news1. De-emphasize

the bad news: present it shortly,

in the middle of a sentence or

paragraph

2. Use a conditional to provide an

alternative

3. Emphasize what you can

do or have done, rather than

what you cannot do

Make sure your

audience

understands your

message.

Clear statement of the bad news

1. The executive team has decided it would be wise to bolster our skill base with someone who has extensive industry experience. We have therefore filled the position with a more experienced candidate.

2. When you have more managerial experience, you are welcome to reapply.

3. The five positions currently open have been filled with people whose qualification match those uncovered in our research.Instead of:We cannot offer you the position of Chief Accountant.

Positive and affirmative language

Instead of this:

Use this:

I must refuse your request. I will be out of town on the day you need me.

We must deny your application. The position has been filled.

We cannot afford to continue the program.

The program will conclude on May 1.

We must reject your proposal. We've accepted the proposal from AAA Builders.

Much as I would like to attend… Our budget meeting ends too late for me to attend.

Close on a positive noteExpress best wishes sincerely

Avoid a negative or uncertain conclusion. (I trust our decision is satisfactory ) Be optimistic about the

future. Don't anticipate problems (If you have further questions, please write )

Steer clear of cliches that are insincere(If we can be of any help, please contact us)

Don't show any doubt, about keeping the person as a customer (We hope you will continue to do business with us)

Close on a positive note

In the meantime, we would

like to keep your information

on file for six months, in case

a position requiring less

experience opens up in the

future.

I wish you the best of luck as

you begin your new career.