4 essential goals

1. Acceptance•Receiver must accept and understand the

bad news

2. Positive Image•Ethical behavior

3. Message Clarity Clear message = no further

correspondence or inquiries

4. Legal Protection• Limit the risks of legal liability

to yourself and the organization

Limit the following to avoid liability

1. Abusive language - Name calling, defamation, slander, libel- Harmful to a person’s good name

2. Careless language- Damaging or misinterpreted statements

3. Inaccurate language- Do NOT communicate extra information

- Avoid making promises

- Do NOT accept responsibility because you feel guilty

- Limit apologies, they are legally liable

Detracts the receiver’s attention towards the good news, omitting the bad

news

Direct Pattern•States the bad news first

When to use it• If firmness and directness are required

• If the receiver may disregard the bad news

Indirect Pattern•Most effective in delivering bad news

•Does not state the bad news first

•Opens with a buffer

When to use it• If sensitivity is required

Apologize and accept responsibility

Explain the steps to remediate the situation

Promote goodwill: gifts, benefits, rewards

Praise the customer’s business

Insist on reestablishing the relationship

Gather information and practice what you want to say

Explain the chronology of events

Consider bringing a witness

Select the right time

Let the receiver process the news

The Western way of delivering bad news is not the Universal way!

Preferably refer to the Indirect Pattern

Evaluate the context

Research foreign business communicating strategies