Chapter 11
Negative News
Goals in Communicating
Bad News
To make the reader
understand and accept the bad news
To promote and maintain a good image of the writer and
the writers organization
To make the message so clear that additional
correspondence is unnecessary
To avoid legal liability
The Indirect Pattern
BUFFER a neutral or positive opening that does not
reveal the bad news
REASONS an explanation of the causes for the bad news
BAD NEWS a clear but understated announcement of the
bad news that may include an alternative or compromise
CLOSE a personalizing, forward-looking, pleasant
statement
Avoiding Three Causes of
Legal Problems
Abusive language
Defamation use of any language that harms a persons
reputation
Libel written defamation
Slander spoken defamation
Careless language
Statements that are
potentially damaging or that could be misinterpreted (the factory is too
hazardous for tour groups).
Good-guy syndrome
Statements
that ease your conscience or make you look good (I thought you were an
excellent candidate, but we had to hire . . . ).
Acting Cautiously
As an agent of an organization, be sure your views
reflect those of your organization.
Use plain paper for your personal views or personal
business.
Avoid supplying information that could be misused.
Dont admit or imply responsibility without checking
with legal counsel.
Refusing Routine Requests
Buffer
Pay a compliment, show appreciation for past action, or
refer to something mutually understood.
Avoid raising false hopes.
Avoid thanking the receiver for something you are about
to refuse.
Reasons
Explain why the request
must be denied, without revealing the refusal.
Avoid negativity (unfortunately, impossible).
Show how your decision benefits
the receiver or others, if possible.
Bad News
Soften the bad news by
(1) subordinating it (although
we cant loan our equipment, we wish you well in . . .).
(2) using the passive voice
(office equipment cant be loaned, but . . .).
(3) embedding it in a long
sentence or paragraph.
Consider implying the refusal, but be certain it is
clear.
Suggest an alternative, if one exists.
Close
Supply more information about an alternative, if one is
offered.
Look forward to future relations.
Offer good wishes and compliments.
Avoid referring to the refusal.
Sending Bad News
to Customers
Buffer
Express appreciation for the customers patronage or
for his or her writing.
Show agreement on some point, review the facts, or show
understanding.
Reasons
Justify the bad news with objective reasons (except in
credit denials).
Use resale, if appropriate, to restore the customers
confidence.
Avoid blaming the customer or hiding behind company
policy.
Look for reader benefits.
Bad News
State the bad news objectively or imply it.
Use resale or sales promotion only if you think doing
so will not be offensive.
Close
Suggest an action or an alternative.
Look forward to future business, offer best wishes,
refer to gifts.
Dont mention the bad news.
Managing Negative Organization News
Buffer
Provide some good news (if possible), praise,
appreciation, agreement, or understanding.
Discuss facts leading to the reasons section.
Reasons
Explain what caused the decision necessitating the bad
news.
Use objective, nonjudgmental, and nondiscriminatory
language.
Show empathy and fairness.
Bad News
Explain the bad news clearly, but dont accentuate it.
Avoid negative language.
Close
End on a positive, friendly note.
For job refusals, extend good wishes.