TEACHER – SHAHED RAHMAN

Indirectness in Bad News Messages

Allow me to give you an offer you cant Refuse

Important

Usually Bad news messages should be in the indirect order

There is exceptions, as when the reader prefer frankness

Do it in a Positive Way

The General Direct Plan

Using a Strategic BufferSetting up the Negative News Presenting the Bad News Positively Offering an Alternative SolutionEnding on a Positive Note

Using A Strategic Buffer

Use a buffer in indirect bad-news messagesBegin with a buffer that identifies the subject Raises the topic of the message but does not

indicate what the rest of the message will say about it

Giving them a chance to prepare for the negative news

Some times the direct approach is best if ethical issues are involved

Setting Up the Negative News

Facts Involved in the decision Explanatory Strategy before presenting the

negative news Cite the expert opinion of authorities

whom both you and you r readers respect

Presenting The Bad News Positively

Refuse as positively as the situation permitsMake sure Negative message is clear. Readers already expecting a negative message.Be certain that you are honest and clear.

In the interest of our fairness “Since you have broken the seal, state law

prohibits us from returning the product to stock” “State law prohibits us from returning to stock all

such products with broken seal”

Offering an Alternative Solution

Help Solve the readers problemShowing Concern maintains goodwillWhat are the other options ?

Ending on a Positive Note

End with specially adapted goodwill

Refused Request

Developing the Strategy Setting Up the Explanation in Opening Presenting The Explanation Convincingly Handling the Refusal Positively Using a Compromise When Practical Closing with Good Will

General Plan to Refused Request

Begin with words that indicate that indicate a response to the request, are neutral as to the answer, and set up the strategy.

Present your justification or explanation, using positive language and you viewpoint.

Refuse clearly and Positively, including counter proposal or compromise when appropriate

End with an adapted good will

Negative Announcements

Determining the Strategy Direct or Indirect ? Indirect Order usually Better

Setting up the bad news Select a strategy that prepares the reader to accept the bad

news Positively Presenting the Bad News

The bad news should follow logically from your opening Word it positively

Focusing on Next steps or Remaining benefits Help people solve their problems and focus on any positive

aspectsClosing on a Positive or Encouraging Note

Close with good will

Thank you

Experiences are not always Positive Learn how to deal with Negative Situations