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Preparing bad news messages
Preparing bad news messages
Preparing bad news messages
Preparing bad news messages
Preparing bad news messages
Preparing bad news messages
Preparing bad news messages
Preparing bad news messages
Preparing bad news messages
Preparing bad news messages
Preparing bad news messages
Preparing bad news messages
Preparing bad news messages
Preparing bad news messages
Preparing bad news messages
Preparing bad news messages
Preparing bad news messages
Preparing bad news messages
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Preparing bad news messages

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How to write a message delivering Bad News

How to write a message delivering Bad News

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  • A skilled communicator will attempt to deliver bad news in such a way that the recipient supports the decision and is willing to continue a positive relationshipPersonal delivery – Face to Face – Minimizes the misinterpretation but carries a level of discomfort and escalaration of emotion
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    • 1. Preparing Bad-News Messages Business Communication Lehman – Dufrene - Sinha
    • 2. Disadvantages – Advantages – Deductive Inductive Approach ApproachO Disregarded before the O Identifies the subject of the important point is even message read O Presents the reason before the refusalO Difficult to accept the supporting explanations O Avoids negative reactions O De-emphasizes the refusal
    • 3. CHECKLISTO Opening O Neutral Statement that logically leads to bad newsO Body O Presents fact, analysis & reasons for refusal or bad news O State bad news using positive tone O Include a counterproposal or “Silver Lining” idea
    • 4. CHECKLISTO Closing O Provide information that sifts focus away from bad news O Continuing relationship with the receiver
    • 5. 1 Claim Denial The HighFly skis you stocked this past season are skillfully crafted and made from the most innovative materials available. Maintaining a wide selection of quality skiing products is an excellent strategy for developing customer loyalty and maximizing your sales Our refund policies provide you the opportunity to keep a fully stocked inventory at the lowest possible cost. You receive full refunds for merchandise returned within 10 days of receipt. For unsold merchandise returned after the primary selling season, a modest 15% restocking fee is charged to cover our costs of holding this merchandise until next season. The enclosed check for Rs. 20,069.76 covers merchandise you returned at the end of February While relaxing from another great skiing season, take a look at our new HighFly skis and other items available in the enclosed catalog for the 2009 season. You can save 10% by ordering premium ski products before May 10
    • 6. 2 Audited financial statements will improve your ability to negotiate contract with suppliers, banks, and customers, as well as provide your stockholders with confidence regarding their investment. For this reason, the auditor you select must be capable of providing quality audit services To eliminate the appearance of a conflict of interest, Rule 101 of the Audit Council Code of Professional Conduct requires auditors to be independent of their clients. One of our audit partners, Paresh Rawat, is a significant stockholder in the First National Bank, which currently has loaned a large amount of money to your company. Because of this indirect financial interest, we recommend that you seek another firm to perform the 2010 financial statement audit Since the independence rule applies only to audits of financial statements, we are available to provide other professional services. Our tax accountants are ready to assist you in finding methods to reduce your income tax liability. Please call me at 501-555-1245 to discuss these services
    • 7. Introductory Paragraph - ObjectiveO Provide a buffer to cushion the bad newsO Let the receiver know what the message is all about – without stating the bad newsO Serve as a transition into the discussion
    • 8. Introductory ParagraphO Avoid empty O Compliment acknowledgments of the obvious O Point of Agreement O Good NewsO Avoid signaling the bad news too early O A Review O GratitudeO Avoid starting too positively so as to build false hopes
    • 9. Example The HighFly skis you stocked this past season are skillfully crafted and made from the most innovative materials available. Maintaining a wide selection of quality skiing products is an excellent strategy for developing customer loyalty and maximizing your sales Audited financial statements will improve your ability to negotiate contract with suppliers, banks, and customers, as well as provide your stockholders with confidence regardingtheir investment. For this reason, the auditor you select must be capable of providing quality audit services
    • 10. Presenting the Facts, Analysis and ReasonsO Provide a smooth transition from the opening paragraph to the explanationO Include a concise discussion of one or more reasons that are logical to the readerO Show reader benefit and/or considerationO Avoid using “company policy” as the reason
    • 11. Writing Bad News StatementO Position the bad-news statement strategically “Although our current personnel shortages prevents us fromlending you an executive, we do want to support your worthy project”O Use Emphasis Techniques
    • 12. Example Our refund policies provide you the opportunity to keep a fully stocked inventory at the lowest possible cost. Youreceive full refunds for merchandise returned within 10 days of receipt. For unsold merchandise returned after the primary selling season, a modest 15% restocking fee ischarged to cover our costs of holding this merchandise until next season. The enclosed check for Rs. 20,069.76 covers merchandise you returned at the end of FebruaryTo eliminate the appearance of a conflict of interest, Rule 101 of the Audit Council Code of Professional Conduct requires auditors to be independent of their clients. One of our audit partners, Paresh Rawat, is a significant stockholder in the First National Bank, which currently has loaned a large amount of money to your company. Because of this indirectfinancial interest, we recommend that you seek another firm to perform the 2010 financial statement audit
    • 13. Closing PositivelyO De-emphasize the O AVOID Trite statements that unpleasant part of the may seem too generic or message impersonalO Add a unifying quality to O AVOID Statements that the message could undermine the validity of your refusalO Include a positive, forward – looking idea O AVOID Statements that encourage future controversy
    • 14. ExampleWhile relaxing from another great skiing season, take a look at our new HighFly skis and other items available in theenclosed catalog for the 2009 season. You can save 10% by ordering premium ski products before May 10 Since the independence rule applies only to audits of financial statements, we are available to provide otherprofessional services. Our tax accountants are ready to assist you in finding methods to reduce your income tax liability. Please call me at 501-555-1245 to discuss these services
    • 15. 3 Refusal for a Favor Dear Jon, You are to be commended for your commitment to restore Naperville’s historical downtown shopping district. In this age of megamalls and internet shopping, the culture of a traditional main street lined up with home-owned and operated shops needs to be preserved. The success of this project depends on a good project director. The organizational, leadership, and public relations activities you described demand an individual with upper-level managerial experience. During the last year, Hilstrom has decentralized its organization, reducing the number of upper-level managers to the minimal level needed. Although our current personnel shortage prevents us from lending you an executive, we do want to support your worthy project. Kumar Dev in our senior executive corps has a keen interest in historical preservation, having served on the board of a similar organization while living in New Delhi. If you can benefit from his service, call him at 555-8700, extension 142
    • 16. 4’ Poor example of a Refusal to an Employee’s Requ Mallaya Wig, a junior accountant in your firm, has been working with us for about three weeks, and her conduct is deplorable. Her demeanor is absolutely unprofessional; her “no-problem” attitude has generated so much friction that a valued employee refuses to work in the same room with her. Although extensive knowledge of auditing is important, Wig’s personal shortcomings far outweigh der technical expertise. I seriously hope Wig is able to take steps to correct the situation
    • 17. 4 Good example of a Refusal to an Employee’s Req Dear Prasad: Mallaya Wig, a junior accountant in your firm, has been working with us on site for about three weeks. She is a very proficient auditor and did an excellent job of straightening out a technical tangle in our electronic accounting system last week. Her demeanor, while friendly and open, has caused some of our employees to complain that she does not take her work seriously. She jokes with other members of our audit team, which disrupts the attention of our employees. Two or three of our managers also commented on Mallaya’s dress – more appropriate for a round of tennis that a business office. Mallaya is obviously quite good at her job; I know from conversations with her that she is sincere and has sound judgment. Please convey my concerns to Mallaya a confidentially so that the rest of her time in our office will go more smoothly for her and for us.
    • 18. ExceptionsO Second ResponseO Insignificant MatterO Ridiculous, Unethical, Illegal or DangerousO Satisfactory human relations can be taken for grantedO Sender wants to demonstrated authority

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