INDIRECTNESS IN BADNEWS MESSAGES

CH7
BUS-EMB500
Mhb

Indirectness in Bad-News
Message

Usually bad-news messages should be in the

indirect manner. This order is especially effective
when you must say no or convey other
disappointing news.

The main reason for this approach is that

negative news is perceived more positively when
an explanation precedes it.

There are exceptions, as when the bad news is

routine or when the reader prefers frankness.

The General Indirect Plan

Using a Strategic Buffer

- Buffer means an opening that identifies the subject of the
message but does not indicate overtly that negative news is
coming.

- Neutral buffer : By acknowledging receipt.

- Positive buffer : By giving thanks to bring the situation to your
attention

Sometimes the direct approach is best, especially if

ethical issues are involved.
- Situation: Fealty parts of a car
- Situation: Harmful substances in any goods manufacturers found
later

The General Indirect Plan

Setting Up the Negative News

- Follow the buffer with an explanatory strategy before
presenting the negative news.

Presenting the Bad News Positively

- Refuse as positively as the situation permits.
- Avoid second person to reduce the negative impact.
- Link negative news to a reader benefit to lessen the
sting.
- Be certain that you are honest and clear.

The General Indirect Plan

Offering a Alternative Solution

- Help solve the readers problem by offering any
alternative
- Show concern to maintain goodwill

Ending on a Positive Note

- End with specially adapted goodwill

Types of Bad-News/
Messages

Refused Requests
Claims
Adjustment Refusals
Negative Announcements

Refused Requests

Example: Page 163 &166

Claims

Example: Page 167 & 170

Adjustment Refusals

Example: Page 175

Negative Announcements

Example: Page 180