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8/16/2019 Bad News Message
http://slidepdf.com/reader/full/bad-news-message 1/15
Bad-News Message
Efective Business Communication
Naveed Yousazai
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Let’s make it Less
Oten audience seems to have apremonition that bad news is
coming and just as oten move toa worst-case scenario !imi"ar"#$bad news is di%cu"t to contain&rumor oten precedes act
Credibi"it#$ or #ou and #our
organization$ can hinge on the
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Strategies for Bad-NewsMessages
Conve# the Message
'ain (cceptanceMaintain 'oodwi""
)romote a 'ood Corporate*mage
Minimize +uture Correspondence
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Audience-Oriented Tone
The “You” Attitude
Positive Wording
Respectful Language
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Example
* #ou had read theinstructions c"ear"# stated onthe "abe"$ #ou wou"d have,nown not to put the garment
in hot water
ater wi"" not damage the
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nducti!e Approac"
Flow of the Message
Bu#er
Step
$easons
Step !
BadNews
Step "
%ositi!e&lose
Step #
Su$stance of the Message
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Begin wit" a Bu#er
Sincere
$ele!ant
Not Misleading
Neutral
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( 'u#er is a neutra"$ non-controversia" statement thatis c"ose"# re"ated to the point o the message ( goodbufer e/presses #our appreciation or being thoughto$ assures the reader o #our attention to the re0uest$comp"iments the reader$ or indicates #ourunderstanding o the reader1s needs 2he o""owing
advice can he"p #ou to write efective bufers3
Sincere( Never insu"t #our audience with insincere4atter# or se"-promoting b"ather (n efective bufernever ma,es readers ee" the# are being set up or
5snowed6$ele!ant( 7on1t use an unre"ated bufer You wi"" seem
to be avoiding the issue You8"" appear manipu"ative and
unethica"$ and #ou1"" "ose #our audience8s respect
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* #ou8ve done a good job o composing the bufer$the reasons wi"" o""ow natura""# Cover the morepositive points ;rst& then move to the "ess positive
ones )rovide enough detai" or the audience tounderstand #our reasons$ but be concise& a "ong$roundabout e/p"anation ma# ma,e #our audienceimpatient Your goa" is to e/p"ain why #ou have
reached #our decision beore #ou e/p"ain what thatdecision is * #ou present #our reasons efective"#$the# shou"d convince #our audience that #ourdecision is justi;ed$ air$ and "ogica"
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Example
)our application for Executi!e Skills%rogram "as 'een re*ected due to t"e
following reasons+
Because of t"e large num'er of applicationswe recei!ed for our Executi!e Skills %rogram(,e "a!e "ad to turn awa man persons( ,e
o'!iousl underestimated our interest inour current su'*ect( A new program isalread 'eing planned and we will send ouinformation as soon as it.s a!aila'le(
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%ro!ide $easons
T"at Support t"e $efusal&o!er %ositi!e
%oints%ro!ide
$ele!ant/etails
0ig"lig"t
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&lose ,it" &on1dence
Maintain %ositi!e
Tone
Limit 3uture
&orrespondence
Be Optimistic
a'out t"e 3uture
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