communicating bad news
DESCRIPTION
A short outline of the indirect approach in breaking bad newTRANSCRIPT
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.