Negative Messages. . .Delivering Bad News : Negative Messages. . .Delivering Bad News Instructor
Ahmed Nour
Slide 2 : Can you turn bad news into good news through clever wording? Of course, you can’t
Slide 3 : What are your goals when you deliver bad news? Conveying bad news
Gaining acceptance for it
Maintaining reader’s goodwill
Maintaining a good image for your company
Slide 4 :
Slide 5 : Step 1: Plan your message Analyze the situation (whether simple or complicated)
Analyze your audience (their needs and interests)
Gather necessary information
Select the suitable channel (a face to face meeting sometimes maybe better)
Choose a direct or an indirect approach
Slide 6 : Step 2: Write your message Maintain a you view
Use polite language and emphasize the positive side.
Use positive words rather than negative ones.
Slide 7 : Your request doesn’t make any sense. Please, clarify your request. The damage won’t be fixed for a week. The item will be repaired next week. Negative Wording Positive Alternatives Although it wasn’t our fault, there will be an unavoidable delay in your order. We will process your order as soon as we receive the shipment from our supplier. You are clearly dissatisfied. We are taking necessary action to meet your demands. Your request doesn’t make any sense. The damage won’t be fixed for a week. Although it wasn’t our fault, there will be an unavoidable delay in your order. You are clearly dissatisfied. The damage won’t be fixed for a week. Although it wasn’t our fault, there will be an unavoidable delay in your order.
Slide 8 : I regret the misunderstanding. We will be clearer in stating the facts. I was shocked to learn that you are unhappy. Thank you for sharing your concerns about the service you received. Negative Wording Positive Alternatives Unfortunately, we haven’t received it. It hasn’t arrived yet. The enclosed statement is wrong. Please, recheck the enclosed statement. I regret the misunderstanding. I regret the misunderstanding. I was shocked to learn that you are unhappy. I was shocked to learn that you are unhappy. Unfortunately, we haven’t received it. The enclosed statement is wrong.
Slide 9 : Step 3: Complete your message Revise for clarity, completeness, and conciseness
Proofread to eliminate any mistakes
Slide 10 : Choosing the best approach for delivering bad news
Slide 11 : Using DIRECT Approach The use of the direct approach is more effective when:
The bad news is not important.
The bad news doesn’t come as a shock or affect the receiver personally.
Readers are busy and prefer directness and short messages.
Slide 12 : Using DIRECT Approach The use of the direct approach is more effective when:
Readers skim messages looking only at the openings.
Companies have the policy of announcing bad news directly without trimming.
Firmness in stating decisions is necessary.
Slide 13 : The Advantages of Using DIRECT Approach It makes a shorter message possible.
It requires less time for the audience to get to the main idea.
Slide 14 : The Writing Plan for a DIRECT negative message Open with a clear statement of the bad news.
Provide reasons and additional information.
Close with a positive tone.
Slide 15 : An Example of a DIRECT negative message Opening: (a clear statement of the bad news)
Vodafone is unable to grant your application for joining our staff as a customer service rep.
Slide 16 : An Example of a DIRECT negative message Body: (Provide reasons and additional information)
The potential candidate should have minimum qualifications which are not met in your application.
Slide 17 : An Example of a DIRECT negative message Closing: (Close with a positive tone)
We wish you success in finding a suitable job through another employer, or you can apply the same time next year after attending IT and English courses that will qualify you for the required position then.