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COMMUNICATING NEGATIVE
NEWS
INTRODUCTION
 Delivering negative news is a complex communication task.
 Naturally, negative news isn’t what most people want to hear but it can play
a crucial role in keeping us inform.
 Focus on sharing news constructively and highlighting potential solutions
while considering the impact of news on others
GOALS
Clarity and
conciseness
Empathy
and respect
Minimize
anxiety
Maintain
trust and
credibility
Maintain a
good image
of the
organisation
WAYS TO CONVEY BAD NEWS
Direct
method
Indirect
method
DIRECT APPROACH
State the bad news clearly
Provide essential details
Offer solutions or next steps
End it positively
 State the bad news:
Deliver the core of the negative information in a concise way
 Provide essential details:
If necessary, provide some context or details about the situation.
 Offer solutions or next step:
If there is any alternative options available, mention them briefly.
 Positive ending:
Close the letter on positive note
WHEN TO USE DIRECT APPROACH
Simple and clear-cut news:
when the bad news is straightforward and easy to understand.
Time sensitive situations:
If there is a need of immediate action or awareness
When audience prefers directness
INDIRECT APPROACH
Buffer
Give the
reasons
Bad news
Close
positively
Buffer
Start with neutral or
positive statement
Reasons
Provide some
relevant background
information or
context
Negative news
State the bad news
in a clear and
concise way
End positively
Avoid negative or
unclear conclusion
WHEN TO USE INDIRECT APPROACH
Highly sensitive news
Maintaining relationships
Uncertainty or complex situations
Recipient’s emotional state
EXAMPLE – INDIRECT APPROACH
Dear Amal,
Thank you very much for considering me as a potential tour guide. I am honoured by your invitation.
Our agency is currently undertaking an exciting expansion in Dubai and I am also part of the team for the
next two months. Regrettably, I must inform you that I am unable to accept your request at this time.
I sincerely apologize for any inconvenience this may cause. Alternatively, I would like to suggest one of my
colleague Ram who is experienced in this field for your next trip. Please let me know if you are interested.
However, if there is any change arise in the schedule, I will be glad to guide your Thailand trip.
Sincerely,
Mathew
Destination tours and travels.
THANKYOU

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COMMUNICATING NEGATIVE NEWS - APPROACHES .pptx

  • 2. INTRODUCTION  Delivering negative news is a complex communication task.  Naturally, negative news isn’t what most people want to hear but it can play a crucial role in keeping us inform.  Focus on sharing news constructively and highlighting potential solutions while considering the impact of news on others
  • 3. GOALS Clarity and conciseness Empathy and respect Minimize anxiety Maintain trust and credibility Maintain a good image of the organisation
  • 4. WAYS TO CONVEY BAD NEWS Direct method Indirect method
  • 5. DIRECT APPROACH State the bad news clearly Provide essential details Offer solutions or next steps End it positively
  • 6.  State the bad news: Deliver the core of the negative information in a concise way  Provide essential details: If necessary, provide some context or details about the situation.  Offer solutions or next step: If there is any alternative options available, mention them briefly.  Positive ending: Close the letter on positive note
  • 7. WHEN TO USE DIRECT APPROACH Simple and clear-cut news: when the bad news is straightforward and easy to understand. Time sensitive situations: If there is a need of immediate action or awareness When audience prefers directness
  • 9. Buffer Start with neutral or positive statement Reasons Provide some relevant background information or context Negative news State the bad news in a clear and concise way End positively Avoid negative or unclear conclusion
  • 10. WHEN TO USE INDIRECT APPROACH Highly sensitive news Maintaining relationships Uncertainty or complex situations Recipient’s emotional state
  • 11. EXAMPLE – INDIRECT APPROACH Dear Amal, Thank you very much for considering me as a potential tour guide. I am honoured by your invitation. Our agency is currently undertaking an exciting expansion in Dubai and I am also part of the team for the next two months. Regrettably, I must inform you that I am unable to accept your request at this time. I sincerely apologize for any inconvenience this may cause. Alternatively, I would like to suggest one of my colleague Ram who is experienced in this field for your next trip. Please let me know if you are interested. However, if there is any change arise in the schedule, I will be glad to guide your Thailand trip. Sincerely, Mathew Destination tours and travels.