Communicating Bad News

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  • Communicating Bad News

    1. 3. <ul><li>4 essential goals </li></ul><ul><li>Acceptance </li></ul><ul><ul><li>Receiver must accept and understand the </li></ul></ul><ul><ul><li>bad news </li></ul></ul><ul><li>Positive Image </li></ul><ul><ul><li>Ethical behavior </li></ul></ul>
    2. 4. <ul><li>Message Clarity </li></ul><ul><ul><li>Clear message = no further correspondence or inquiries </li></ul></ul><ul><li>Legal Protection </li></ul><ul><ul><li>Limit the risks of legal liability </li></ul></ul><ul><ul><ul><li>to yourself and the organization </li></ul></ul></ul>
    3. 5. <ul><li>Limit the following to avoid liability </li></ul><ul><li>Abusive language </li></ul><ul><ul><li>- Name calling, defamation, slander, libel </li></ul></ul><ul><ul><li>- Harmful to a person’s good name </li></ul></ul><ul><li>Careless language </li></ul><ul><ul><li>- Damaging or misinterpreted statements </li></ul></ul>
    4. 6. <ul><li>3. Inaccurate language </li></ul><ul><li>- Do NOT communicate extra information </li></ul><ul><li>- Avoid making promises </li></ul><ul><li>- Do NOT accept responsibility because you feel guilty </li></ul><ul><li>- Limit apologies, they are legally liable </li></ul>
    5. 8. <ul><li>Detracts the receiver’s attention towards the good news, omitting the bad </li></ul><ul><li>news </li></ul>
    6. 9. <ul><li>Direct Pattern </li></ul><ul><ul><li>States the bad news first </li></ul></ul><ul><li>When to use it </li></ul><ul><ul><li>If firmness and directness are required </li></ul></ul><ul><ul><li>If the receiver may disregard the bad news </li></ul></ul>
    7. 10. <ul><li>Indirect Pattern </li></ul><ul><ul><li>Most effective in delivering bad news </li></ul></ul><ul><ul><li>Does not state the bad news first </li></ul></ul><ul><ul><li>Opens with a buffer </li></ul></ul><ul><li>When to use it </li></ul><ul><ul><li>If sensitivity is required </li></ul></ul>
    8. 14. <ul><li>Apologize and accept responsibility </li></ul><ul><li>Explain the steps to remediate the situation </li></ul><ul><li>Promote goodwill : gifts, benefits, rewards </li></ul><ul><li>Praise the customer’s business </li></ul><ul><li>Insist on reestablishing the relationship </li></ul>
    9. 15. <ul><li>Gather information and practice what you want to say </li></ul><ul><li>Explain the chronology of events </li></ul><ul><li>Consider bringing a witness </li></ul><ul><li>Select the right time </li></ul><ul><li>Let the receiver process the news </li></ul>
    10. 16. <ul><li>The Western way of delivering bad news is not the Universal way! </li></ul><ul><li>Preferably refer to the Indirect Pattern </li></ul><ul><li>Evaluate the context in which you are delivering the bad news </li></ul><ul><li>Research foreign business communicating strategies </li></ul>

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