Negative Messages. . .Announcing Bad Newsto customers and employees : Negative Messages. . .Announcing Bad Newsto customers and employees Instructor
Ahmed Nour
Slide 2 : Bad News to Customers Bad news to customers may include:
rate increases,
reduced service,
changed procedures,
new locations, or
technical problems.
Slide 3 : Bad News to Employees Bad news in an organization may include:
declining profits,
lost contracts,
changes in policy, or
increasing deductions.
Slide 4 : Direct or Indirect?? Whether to use direct or indirect plan depends mainly on the expected reaction of the receiver. If the bad news affects the customer or employee personally, you should soften the blow by following the indirect plan.
Slide 5 : Writing Plan Stages Acts Buffer Transition Reasons Start with a neutral statement such as a compliment, appreciation, fact, …
Remember AGFA CUP? Include a key idea or word that leads to the reasons. Explain the logic behind the bad news and refer to the audience benefits State the bad news implicitly.
(The 4 Language Techniques) Bad News Alternative Suggest a compromise or a substitute. Closing Express good feelings and look forward to continued business.
Slide 6 : Some Do’s to REMEMBER DO explain the reasons before conveying bad news.
DO subordinate the bad news in a complex or a compound sentence.
DO embed bad news in the middle paragraph.
DO use conditional statements to convey bad news.
DO state bad news as implicitly as possible.
Slide 7 : Analyzing Documents The following are two versions of a bad news letter addressed to a customer. Analyze each letter and decide the differences: