HOW TO DELIVER BAD NEWS Introduction Delivering bad
HOW TO DELIVER BAD NEWS
Introduction � Delivering bad news to your customers, employees, or organizations is not easy. � Our goal is to enrich you with the key points to better prepare you to deliver the bad news, have the receiver accept it, while maintaining a positive image of yourself and the organization.
Ways to prepare readers � Plan what you are going to say, rehearse it thoroughly. � Be aware of the outcome of the situation. � Put yourself in the receiver’s position. � Take into account the receiver’s mood, and the time and place of your delivery.
3 -x-3 writing process � PHASE 1: Analyze the bad news to anticipate its effect on the receiver. Choose words that show your respect for the receiver. � PHASE 2: Write down all the possible ways to explain the bad news. Then, select the strongest and most viable one. � PHASE 3: Revise that your message is clearly stated and prepare the final version. (proofread format, grammar and spelling)
Avoid legal problems � Avoid using abusive and careless language. � Even though the receiver might act up, be sure to stay calm if the situation heats up. � Avoid ‘sugar-coating’ the information with false and misleading statements.
Reduce the pain (buffer) � Start with compliments, appreciation, or understanding. � Provide a natural transition. � Present clear and convincing reasons.
Presenting the reasons � Clearly explain: -the reasons for the decision -the benefits it could have for others � Avoid giving company policy statements as the reason for the decision. � Use positive words in an attempt to keep the receiver in a receptive mood.
Cushioning the bad news � Make an effort to slot in the bad news between the reasons to why the decision has to be made. � Use the passive voice and choose your words wisely. � Suggest an alternative as to what can be done instead of what you cannot do.
How to close � Anticipate future relations � Offer follow-through advice � Refer to resale or sales promotion information � Conclude with good wishes
Rejecting requests/invitations � Provide explanations for your decision � Complement the organization’s activities � Keep future endeavors open for discussion � Keep a positive attitude and offer alternatives
Delivering bad news to customers & organizations � Contact the customer, describe the problem and apologise, explain why it occurred, how you are resolving it, and what you will do to prevent it from happening again. � Follow up with a letter that documents the phone call and promotes goodwill. � For organizations, open up gently, give reasons, consider taking a partner, and close harmoniously.
Delivering bad news to different cultures � Respect ethnic diversity and make sure you understand how they perceive what you are communicating. � North Americans prefer to break bad news slowly and indirectly whereas Europeans use a direct method. � In high-context cultures, straightforwardness is avoided. � In Latin cultures, bad news may be totally suppressed. � Asian cultures avoid negativism.
Credits � Jash Bhatia � Reem Al-Hosani � Emile Mitri � Andrea Gutierrez � Qi Zhi Teng
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