Professional Documents
Culture Documents
Which
organization
pattern is better for
Negative delivering bad news?
Messages
DIRECT
INDIRECT
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.
Mary Ellen Guffey, Essentials of Business Communication, 7e Chapter 8, Slide 4
Goals in
Communicating Bad News
Acceptancetry to help receiver understand
and accept the bad news.
Positive imagepromote good image of
yourself and your organization.
Message claritymake the message clear
Goodwillmaintain goodwill
Minimizeaim to try to reduce future
correspondence on the issue to a minimum
Bad
Buffer Reasons Closing
News
(Irrelevant)
(Too impersonal)
Bad
Buffer Reasons Closing
News
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.
Techniques for
Deemphasizing Place the
Suggest
Bad News bad news
an
in a subordinate
alternative.
clause.
Imply Be clear
the but not
refusal. overly graphic.
MaryMary
EllenEllen
Guffey,
Guffey,
Essentials
Essentials
of Business
of Business
Communication,
Communication,
7e 7e Chapter1,
Chapter 8,Slide
Slide 15
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.
Mary Ellen Guffey, Essentials of Business Communication, 7e Chapter 8, Slide 16
Be clear but not too specific.
Bad
Buffer Reasons Closing
News
Denying claims
Bad
Buffer Reasons Closing
News