CMN279 Notes Class 4

Negative News Using the Indirect Approach

Strategic negative messages require special attention to content,
structure, context and tone
Objective is to preserve goodwill and ensure the recipient
finishes reading the message and accepts the news without
feeling bitter or hostile
Primary Goals
o Clarity deliver news clearly, briefly, respectfully and only
once
o Acceptance help readers accept the bad news
o Positive image maintain and build goodwill
o Protection protect yourself and your organization from
legal liability
Use indirect strategy when:
o You dont know the reader well
o Bad news is unexpected
o You anticipate a strong, negative reaction
To prepare the reader:
o Buffer neutral but meaningful statement that doesnt
mention the bad news
o Reasons gives an explanation before disclosing the bad
news
o Bad news
o Close
3 Causes of Legal Problems
1. Abusive Language
2. Careless Language
3. The Good-Guy Syndrome