3. No, you will not get your loan.
No, you aren’t being hired.
No, you didn’t get the scholarship.
No, you aren’t accepted into the College of
Business.
No, I can’t give a donation.
No, I can’t help you.
No.
5. IMPORTANCE
One of the most common types of
communication in workplace is negative
Performance reviews & evaluation
Denials of requests
Employment terminations, etc.
Understanding how to deliver bad news is an important skill in any professional
setting
Can you deliver bad news and just get over with it?
Depends on the purpose …->
6. PURPOSE
Purposes will vary, but it is never easy as
simply delivering bad news….
What is the purpose of the communication?
Deliver bad news as
quickly as possible?
But what about….
Keeping the client?
Keeping goodwill
with the former
employee?
Ensuring no hard
feelings among co-
workers?
7. PURPOSE
• Ensure understanding
• Minimize blame
• Maximize acceptance
• Minimize communication after the
fact
Purpose must
include all of
the following
9. There are two ways of saying no to
someone whom you believe to be far
more superior than yourself. You can
fail to reply, allow time and inertia to be
on your side. Or you can say ‘no’ in such
a subtle way that it befuddles him.
10. DIRECT METHOD
• Why direct method isn’t a great
approach to deliver negative news
• Problem is human nature
• Emotions block cognition
• Direct method shocks the reader
• Unable to rationalize
• Lose goodwill
• Enhance blame
• Likely to contact after the fact
11. USE THE INDIRECT APPROACH…
…when you need to let your audience
“buy into” ideas they agree with or a
problem they need to solve, before you
present your solution.
…if you need to soften the audience’s
resistance and arouse their interest.
12. WHEN DELIVERING BAD NEWS…
Allow diplomacy to take
priority over conciseness
and directness.
Empathize with your
reader.
Examine your attitude –
are you writing to win or
to help? Communicate
this.
Use a you attitude – it’s all
about your audience!
13. WHEN DELIVERING BAD NEWS…
Select positive,
courteous
words.
Be considerate,
but not too
subtle.
15. PHRASES THAT INFURIATE
• I am writing to complain about…
• I am dissatisfied with…
• I was told… but in fact…
• You promised…
•I totally faIl to comprehend…
• … a total waste of my time and money…
• I demand…
16. FIVE GOALS OF NEGATIVE
MESSAGES
GIVE THE BAD
NEWS
ENSURE ITS
ACCEPTANCE
MAINTAIN
READER’S
GOODWILL
MAINTAIN
ORGANIZATIO
N’S GOOD
IMAGE
REDUCE
FUTURE
CORRESPONDE
NCE ON THE
MATTER
18. CHOOSING POSITIVE WORDS
Examples of Negative Phrasings Positive Alternatives
Your request doesn’t make any sense. Please clarify your request
We won’t be able to fix your car soon.
Although it wasn’t our fault, there will
be an unavoidable delay in your order.
Due to unforeseen circumstances, I
wont be able to attend your meeting.
I regret the misunderstanding.
I was shocked to learn that you’re
unhappy.
Unfortunately, we haven’t received
your payment.
Employees cannot park in the customer
parking lot.
The enclosed statement is wrong. .
You can pick up your car next week.
You will receive your order as soon as
we receive the shipment from our supplier, which
we expect to happen within 10 days.
Because my flight has been delayed for 3 days,
I will miss your meeting.
I’ll do my best to be more clear from now on.
Thank you for sharing your concerns about the
service you received while shopping with us.
Your payment hasn’t arrived yet.
Employees should park in the employee parking
area.
Please recheck the enclosed statement
20. PRACTICE: INDIRECT LETTER
WRITING
Choose ONE of the scenarios below.Write negative news messages
using an indirect approach, include all the necessary details.
Scenario 1:
•You are an academic counselor at a university where English is the first language.
•A faculty member has informed you that a certain student is failing a class and
needs to improve.
•You know that the student has no parents, is paying tuition without help, and must
work full-time.
•Use the 4-paragraph format.
•Write an indirect letter to the student, Approximately 150 words.
21. PRACTICE: INDIRECT LETTER
WRITING
Scenario 2:
•Write a rejection letter to a hopeful applicant.
•Your message should convey the information clearly and with tactful consideration for
the applicant’s feelings.
After an applicant named Carol DeCicco interviewed with Bradley Jackson, she was
hopeful about receiving a job offer. Everything went well and her resume was in good
shape. Communicate the bad news to Ms.DeCicco and let her understand that 1.) she
would have been hired if she’d had extensive industry experience and 2.) she shouldn’t be
discouraged.
You should:
1.Buffers the upcoming bad news with a sincere thanks
2.Set the stage for bad news by explaining the context in which the decision was made.
Presents bad news as a logical consequence of the decision-making process.
3.Moderate the bad news with honest and specific encouragement.
4.Close respectfully and positively.
