Delivering negative news requires careful communication to maintain trust and minimize anxiety. The document outlines direct and indirect methods for conveying negative information, emphasizing clarity, empathy, and offering potential solutions. It provides guidelines on when to use each approach, along with an example of an indirect communication scenario.

1. COMMUNICATING NEGATIVE
NEWS

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

8. INDIRECT APPROACH
Buffer
Give the
reasons
Bad news
Close
positively

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.

12. THANKYOU