CHAPTER 8:

BAD- NEWS
MESSAGES

Business Communication
10e, Newman
Bad-News Messages

Organizing and
Planning
Writing

Replying Announcing

Performance
Feedback

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product or service or otherwise on a password-protected website for classroom use.
Bad-News Messages

Organizing and
Planning
Writing

Replying Announcing

Performance
Feedback

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product or service or otherwise on a password-protected website for classroom use.
Goals in Communicating Bad News
Make your decision clear

Help your audience accept the message

Maintain a goodwill relationship

Prevent further unnecessary discussion

Preserve the company's image

Protect the company against lawsuits

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product or service or otherwise on a password-protected website for classroom use.
Planning a Bad-News Message
Assess the Communication
Context
• Organize
the Message
Analyze the Audience
• Explain the
Decision

• Give the
Choose the Medium Bad News

• Close the
Message
Plan Components of the
Message
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product or service or otherwise on a password-protected website for classroom use.
What Is the Best Medium for the Message?

Email

Canceling
a contract
with a
long-time
supplier

Phone
Letter
Call

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product or service or otherwise on a password-protected website for classroom use.
What Is the Best Medium for the Message?

Email

Canceling
a contract
with a
long-time
supplier

Phone
Letter
Call

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product or service or otherwise on a password-protected website for classroom use.
What Is the Best Medium for the Message?

Email

Firing a
new
employee
who works
across the
country
In-
Phone
Person
Call
Visit

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product or service or otherwise on a password-protected website for classroom use.
What Is the Best Medium for the Message?

Email

Firing a
new
employee
who works
across the
country
In-
Phone
Person
Call
Visit

© 2017 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part, except for use as permitted in a license distributed with a certain
9
product or service or otherwise on a password-protected website for classroom use.
Planning a Bad-News Message
Assess the Communication
Context
• Organize
the Message
Analyze the Audience
• Explain the
Decision

• Give the
Choose the Medium Bad News

• Close the
Message
Plan Components of the
Message
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product or service or otherwise on a password-protected website for classroom use.
Organizing the Bad-News Message

What is the content of the message?

How important is the news?

What are the reader’s expectations?

What is your relationship with the reader?

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product or service or otherwise on a password-protected website for classroom use.
Bad-News Messages

Organizing and
Planning
Writing

Replying Announcing

Performance
Feedback

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product or service or otherwise on a password-protected website for classroom use.
A Continuum Approach

Organize your message somewhere along a

direct-indirect continuum.

Indirect
Direct Plan
Plan

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product or service or otherwise on a password-protected website for classroom use.
How to Use the Direct Plan

Present a
brief
End with a
rationale Follow with
friendly
along with explanations
closing
the bad
news

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product or service or otherwise on a password-protected website for classroom use.
Justifying Your Decision

State reasons using positive language

Explain the rationale for the "company policy"

State reasons concisely; don't over explain

Present strongest reasons first

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product or service or otherwise on a password-protected website for classroom use.
Giving the Bad News

Present bad news as a logical outcome

State the bad news in positive and impersonal

language

Do not apologize unless you're at fault

Make the refusal definite

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product or service or otherwise on a password-protected website for classroom use.
Closing on a Pleasant Note
Approaches to Avoid
• Apologizing
• Anticipating Problems
• Inviting Needless Communication
• Repeating the Bad News
• Using a Cliché
• Revealing a Doubt
• Sounding Selfish

Techniques to Use
• Offering Best Wishes
• Suggesting a Counterproposal
• Directing to Other Sources
• Referring to Sales Promotions

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product or service or otherwise on a password-protected website for classroom use.
Bad-News Messages

Organizing and
Planning
Writing

Replying Announcing

Performance
Feedback

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product or service or otherwise on a password-protected website for classroom use.
Giving the Bad News

Use impersonal, neutral language to explain the

reasons for the refusal.

Offer a small compromise to help retain the

customer's goodwill.

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product or service or otherwise on a password-protected website for classroom use.
Rejecting an Idea

Think about a time when

you presented an idea
that was not accepted.
• How did the person
respond?
• How did you feel?

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product or service or otherwise on a password-protected website for classroom use.
Declining a Job Offer

When have you declined an offer?

What was the situation?
How did you deliver the news?
What did you say?
Would you do anything
differently today?

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product or service or otherwise on a password-protected website for classroom use.
Bad-News Messages

Organizing and
Planning
Writing

Replying Announcing

Performance
Feedback

© 2017 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part, except for use as permitted in a license distributed with a certain
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product or service or otherwise on a password-protected website for classroom use.
Bad News About Normal Operations

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product or service or otherwise on a password-protected website for classroom use.
Bad-News Messages

Organizing and
Planning
Writing

Replying Announcing

Performance
Feedback

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product or service or otherwise on a password-protected website for classroom use.
Giving Performance Feedback
• Use the direct approach.
• Provide feedback that is actionable.
• Turn your feedback into a coaching session.

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product or service or otherwise on a password-protected website for classroom use.
Receiving Constructive Feedback
How do you typically react to
constructive feedback?

• Resist your first reaction.

• Demonstrate good listening skills.
• View the feedback as an opportunity.
• Know that your reaction has consequences.
• Thank your manager.

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product or service or otherwise on a password-protected website for classroom use.
 NEWS STORIES AND
VIDEOS EXAMPLES

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product or service or otherwise on a password-protected website for classroom use.
Yahoo!’s Layoff Plan

What is your reaction to Yahoo!’s PowerPoint

slides for managers?

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product or service or otherwise on a password-protected website for classroom use.
 29
© 2017 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part, except for use as permitted in a license distributed with a certain product or service or otherwise on a password-protected website
for classroom use.
 30
© 2017 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part, except for use as permitted in a license distributed with a certain product or service or otherwise on a password-protected website
for classroom use.
Revisiting the Colonnade:
Delivering the Bad News
• What did the
front desk
agent do well in
communicating
the bad news to
the guests?
• Could she have
done anything
to prevent the
guest’s
reaction?
© 2017 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part, except for use as permitted in a license distributed with a certain
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product or service or otherwise on a password-protected website for classroom use.
 © 2017 Cengage Learning. All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part, except for use as
32
permitted in a license distributed with a certain product or service or otherwise on a password-protected website for classroom use.