Chapter 8: Delivering Unfavorable News

Question 1

What are some of the challenges in delivering negative messages in business communication?

Answer 1

Delivering negative messages can provoke emotions like defensiveness, disappointment, shock, or anger in recipients.

If the news is serious or significant, recipients may feel wronged and powerless, which can impact their behavior and may result in a loss of goodwill and future business with the company.

A poorly handled negative message can lead to psychological reactance and can damage relationships with colleagues, suppliers, customers, and other stakeholders.

Question 2

What is the “Mum effect” in the context of business communication?

Answer 2

The “Mum effect” refers to the reluctance of messengers to share bad news, to the point of distancing themselves from the news they have to share.

Question 3

What is a strategic negative message?

Answer 3

A strategic negative message is a message that communicates unfavorable news but does so in a way that preserves goodwill and ensures that the recipient finishes reading the message and accepts the bad news without feeling bitter, hostile, or resentful.

It pays special attention to:

• Content
• Structure
• Context
• Tone.

Question 4

What are some tips for maintaining an even, reader-friendly tone when delivering bad news?

Answer 4

Avoid pleading or resorting to name-calling.
Avoid mixed messages.
Avoid assumptions that the reader will accept the bad news.
Stick to facts and keep your language jargon-free.
Avoid statements of opinion that can expose you and your company to legal liability.
Edit timid or overly apologetic statements.
Avoid unnecessarily writer-centred remarks.
Use expressions of sympathy carefully.

Question 5

What are some considerations when deciding the subject line for a negative message?

Answer 5

Positive subject lines highlight solutions in problem-oriented messages.

Neutral subject lines signal the topic but without referring to the bad news.

Negative subject lines command attention for serious internal problems and issues.

However, the subject line should never mislead readers or overstate positives.

Question 6

What should be kept in mind when closing a negative message?

Answer 6

The closing should be in keeping with the balance of your message.

Readers who have just been let down can be upset by an upbeat complimentary close such as Cheers, mistaking its friendliness for sarcasm or flippancy.

It’s important to maintain the appropriate tone.

Question 7

Primary Goals for Communicating Bad News

Answer 7

Question 8

Secondary Goals for Communicating Bad News

Answer 8

Question 9

Three Categories of Bad News Messages

Answer 9

Question 10

What are the two writing plans for structuring negative messages in business communication?

Answer 10

The two writing plans for structuring negative messages are the direct and indirect approach.

Question 11

What factors should you consider before writing a negative message?

Answer 11

How well you know the reader.
The reader’s position relative to you in the company hierarchy.
The amount of information you can disclose without compromising privacy or commercial concerns.
How prepared the reader is for the bad news.
How much resistance you anticipate.
How adversely the bad news will affect the reader.
What readers, especially of internal messages, are accustomed to.

Question 12

How does channel choice affect the delivery of negative messages?

Answer 12

Choosing the right channel can help communicate bad news clearly and limit the impact on a continuing professional relationship.

In one study, e-mail was found to be more comprehensible, while voicemail was viewed as more persuasive and better for maintaining a personal customer relationship.

Question 13

What is the indirect writing plan for bad news messages, and when is it most effectively used?

Answer 13

The indirect writing plan is a more traditional way of delivering unfavorable news, starting with an explanation before stating the decision.

It is considered more tactful and diplomatic and can make the message more agreeable and easier to understand.

It is recommended when you don’t know the reader well, the bad news isn’t anticipated by the reader, or you anticipate a strong negative reaction from the reader.

Question 14

What is the advantage of using an indirect writing plan for delivering bad news?

Answer 14

The indirect writing plan gradually eases the reader into the news, reducing its impact.

By providing the reasons for a negative decision or assessment first, it lessens the likelihood of the reader reacting negatively, discarding the message, or taking the bad news personally.

Question 15

Four-Part Structure Writing Plan for the Indirect Approach unfavorable news

Answer 15

Question 16

What is a ‘buffer’ in the context of a bad news message?

Answer 16

A buffer in a bad news message is a meaningful, neutral statement that establishes rapport with the reader without forecasting the bad news.

It serves to put the reader in a more agreeable frame of mind, helping to neutralize the bad news when it is finally revealed.

Question 17

When is a buffer particularly useful in bad news messages?

Answer 17

A buffer is particularly useful in messages intended for superiors, customers, or job applicants.

It can express agreement, appreciation, a general principle, or provide a chronology of past communications.

Question 18

What should be avoided when crafting a buffer for a bad news message?

Answer 18

An effective buffer should avoid connotatively negative language (e.g., no, not, cannot, refuse, deny, unfortunately, regrettably, and the prefixes un- and non-).

It should also never mislead the reader into thinking that positive news will follow.

Question 19

What types of buffers can be used in bad news messages?

Answer 19

Appreciation: Thanks readers for their interactions.

Good or neutral news: Relevant good or neutral news related to the main message.

General principle or fact: Outlines organizational policies or practices.

Chronology of past communications: Retraces events or correspondence relevant to the current situation.

Statement of agreement or common ground: Refers to a relevant view shared by the writer and reader.

Apology or statement of understanding: Expresses sympathy or regret for what has happened.

Compliment: Praises the reader’s efforts without false flattery.

Question 20

What should be considered when issuing an apology as a buffer?

Answer 20

An apology as a buffer may be necessary in cases where the reader suffered severe or unreasonable difficulty or financial loss.

However, apologies can lead to legal liability, so they should be issued with care. It’s important not to overdramatize an error and to consult your organization’s legal department if you are in doubt.

Question 21

What are key considerations in explaining the bad news in a negative message?

Answer 21

Key considerations in explaining the bad news include sticking to facts, referring to company policy when needed but not hiding behind it, and using positive or neutral words.

The explanation should be objective and clarify the decision based on valid reasons, avoiding personal opinions or remarks that imply doubting the reader’s honesty.

Question 22

How should the bad news be revealed in a negative message?

Answer 22

The bad news should be revealed clearly and unequivocally so readers will understand it the first time.

Question 23

What should be avoided when explaining the bad news in a negative message?

Answer 23

When explaining the bad news, avoid:

• Divulging confidential or legally sensitive information that may be damaging,
• Expressing personal opinions that might be mistaken for the view of your organization, and using words that are known to create resistance.
• Phrases that beg the reader to agree with you, and show respect by taking the matter seriously.

Question 24

What are some techniques to de-emphasize the bad news in a negative message?

Answer 24

Some techniques to de-emphasize the bad news include:

• Putting the bad news in a dependent clause,
• Suggesting a compromise or alternative,
• Using the passive voice,
• Using long sentences,
• Using positive language,
• Avoiding spotlighting the bad news
• Implying the refusal.

Question 25

What precautions should be taken when implying a refusal in a negative message?

Answer 25

When implying a refusal, the explanation must be clear and thorough. If readers don’t grasp the negative information, it could backfire and put you in the awkward position of having to send a second letter stating the news more directly.

Question 26

What is a goodwill closing in a negative message?

Answer 26

A goodwill closing is the part of a negative message that aims to repair goodwill and normalize relationships. It should be consistent with the overall tone and content of the message, be positive and you-centred, and express confidence in the continuation of the relationship.

Question 27

What are some do’s and don’ts for a goodwill closing in a negative message?

Answer 27

• Don’t repeat the bad news, remind the reader of past problems, or hint at future difficulty.
• Do offer your good wishes to the reader, sound genuine and conciliatory.
• Don’t invite further correspondence unless you sincerely want contact.
• Don’t apologize for having to say no, especially at the end of your message.
• Don’t take credit for helping the reader unless you have actually provided assistance.

Question 28

Why should an apology be avoided in the closing of a negative message?

Answer 28

An apology should be avoided in the closing of a negative message because unnecessary apologies can undermine your perceived authority, weaken your explanation, and in some cases, expose organizations to legal liability.

A brief, sincere apology may be appropriate at the outset if the situation merits it.

Question 29

What should you avoid repeating in the closing of a negative message?

Answer 29

In the closing of a negative message, you should avoid:
- Repeating the bad news,
- Reminding the reader of past problems
- Hinting at future difficulty.

Such words or phrases can renew the bad feelings you have worked so hard to dispel. Instead, focus on the problem’s resolution and look ahead to a continuing business relationship.

Question 30

What is an indirect-approach message?

Answer 30

An indirect-approach message is a type of communication that starts with a positive or neutral statement before delivering negative news.

This method aims to minimize the impact of bad news, maintain goodwill with the reader, and can be persuasive in nature, encouraging acceptance of the negative news.

Question 31

What are the limitations of the indirect strategy in delivering negative news?

Answer 31

The indirect strategy can be seen as manipulative rather than polite if the reader suspects the true purpose of the message.

It can also be perceived as hedging or delaying the delivery of the negative news.

Furthermore, indirect-strategy messages tend to be longer, which could demand more of the reader’s time and patience.

Question 32

What is the checklist for creating indirect-strategy messages?

Answer 32

• Buffer the bad news with a relevant, focused, and neutral opening.
• Explain the circumstances or facts leading to the refusal or bad news.
• Present reasons that will help the reader understand and accept the negative information as a logical conclusion.
• State the bad news as clearly and tactfully as possible and use appropriate techniques to de-emphasize it.
• Close by re-establishing goodwill.

Question 33

When is it appropriate to use the direct writing plan for bad news messages?

Answer 33

The direct writing plan for bad news messages is suitable in the following situations:

• The reader expects or prefers concise and immediate messages.
• The bad news is expected or related to a known problem or minor delay.
• Critical information might otherwise escape notice.
• The bad news is not serious, significant, or detrimental to the reader.
• It is the company practice to write all internal messages straightforwardly.
• You intend to terminate a business relationship.

Question 34

What is the key difference between the direct writing plan for good-news and bad-news messages?

Answer 34

The key difference between the direct writing plan for good-news and bad-news messages is that the bad news plan follows up the explanation with the offer of an alternative, whenever possible.

This approach provides a balance between delivering the negative news and offering a potential solution or option for the reader.

Question 35

Four-Part Structure Writing Plan for the Direct Approach Unfavorable news

Answer 35

Question 36

What are the limitations of the direct approach for bad news messages?

Answer 36

An overly brief message constructed according to the direct approach can sometimes seem cold and brusque.

It gives an impression of no-nonsense decisiveness, but without careful attention to tone, it can come off as disrespectful.

To make your message polite without adding to its length, focus on using a tone that conveys respect and courtesy.

Question 37

FIGURE 8.5 Ineffective Direct-Approach Message (extract)

Answer 37

Question 38

FIGURE 8.6 Effective Direct-Approach Message

Answer 38

Question 39

What are the functions of an apology in a bad news message?

Answer 39

Functions of an apology in a bad news message include:

• Restoring dignity and a sense of justice
• Expressing fairness
• Reducing the effects of anger
• Providing a convincing explanation for the offence
• Giving assurances that the same unpleasantness won’t occur in the future.

Question 40

What are the elements of an apology in a bad news message?

Answer 40

Elements of an apology include:

• Acknowledgement of the offence
• Explanation of factors contributing to the offence
• Show of remorse
• Offer of repair or restitution
• Commitment to reform.

Question 41

What are four main points to remember about apologies in bad news messages?

Answer 41

Four main points about apologies in bad news messages are:

• Don’t apologize for minor errors that have been promptly corrected or when there is nothing to apologize for.
• Do apologize for any serious trouble or inconvenience for which you or your company are responsible.
• Craft apologies that fit with and extend your company’s narrative. Apologies often reflect the values of the companies they come from.
• Control the tone of your apology. Aim to strike a balance by registering remorse without sounding weak or defensive. Restore confidence for serious wrongs or errors by making receivers feel they are in capable hands.

Question 42

How can you refuse a request for information, actions, and favours tactfully in a bad news message?

Answer 42

• Buffer the opening: Write about relevant information without being overly positive or misleading.
• Give reason(s) for the refusal: Limit explanation to main reasons, focusing on helping the reader understand the decision. Be brief and plausible.

-** Soften or subordinate the bad news** : Use de-emphasizing techniques to cushion the bad news. Ensure the refusal is clear but avoid harsh phrasing.

• Offer an alternative or a compromise: Provide an alternative or compromise if it’s viable and can be delivered.
• Renew goodwill in closing: End the message on a positive note, without sounding sarcastic, clichéd, or forced. Focus on a sincere you-attitude or make a comment that reduces the sense of limitation imposed by the bad news.

Question 43

When can you use the direct writing plan to refuse requests?

Answer 43

The direct writing plan can be used when you know the reader well, or when politeness is not essential to maintaining a business relationship.

This could be applicable when refusing requests from people inside your organization. The focus should be on conciseness and clarity.

Question 44

FIGURE 8.7 Refusing Requests for Information, Actions, and Favours

Answer 44

Question 45

How should you handle refusing claims in a bad news message?

Answer 45

Begin with a statement of appreciation, common ground, or understanding: Start neutrally and acknowledge the reader’s concern, without raising false hopes.

Provide a concise, factual explanation: Use emotionally neutral, objective language to review the facts and explain why the claim is being refused. Avoid negative language or blaming the claimant.

Don’t apologize for saying no: Apologize only if the situation truly warrants it. A firm yet helpful refusal tells the claimant that the decision is final.

End in a friendly, confident, conciliatory way: Don’t remind the claimant of the refusal or imply dissatisfaction with the decision. Consider offering an alternative, compromise, or additional information for support if necessary.

Question 46

What’s the dual purpose of a claim response, even a negative one?

Answer 46

The dual purpose of a claim response, even a negative one, is to resolve the matter at hand while retaining the goodwill and patronage of current customers.

It’s important to handle the situation tactfully to maintain the relationship with the customer.

Question 47

How should you handle refusing credit in a bad news message?

Answer 47

• Buffer the opening: Begin by acknowledging the credit application and expressing appreciation for the customer’s business.
• Use discretion in explaining the reason for the refusal: Be careful in disclosing third-party information from credit agencies. Be tactful to avoid causing offense.
  -** Soften the refusal with a passive-voice construction**: Refusals such as “credit cannot be extended to you at this time” are less likely to cause bad feelings.
• Offer incentives to sustain business: Highlight the advantages of doing business on a cash basis.

Question 48

How should you handle turning down job applicants in a bad news message?

Answer 48

• Open by cushioning the refusal: Thank the applicant for applying or express appreciation for their interest without misleading them.
• Give reasons for the company’s selection, if it is possible to do so: Briefly explain the basis for your selection, taking care to protect confidentiality and avoid sharing sensitive information.
• Quickly move on to the bad news: State the bad news only once, using appropriate de-emphasizing techniques and a humane tone.
• Gently encourage the applicant: Offer a sincere message of good luck, and mention potential future employment possibilities if applicable.

Question 49

What are the considerations when announcing bad news to employees?

Answer 49

• Understand the effect on morale and performance: Setbacks, altered policies, or reduced benefits can greatly affect employee morale and performance. The news should be communicated skilfully to motivate employees to accept and comply with the changes.
• Explain the necessity and objectives: It helps to explain why the change is necessary and how it aligns with business objectives. CEO messages should inform, motivate, promote a positive sense of belonging, and convey the need for organizational evolution.
• Use motivating language: Clarify goals and instructions to reduce uncertainty, forge bonds through empathy, and transmit norms and expectations.
• Consider the organization’s culture: Different organizations pass on unfavorable news in different ways, either using a direct or indirect approach. Knowing your organization’s size, values, goals, and communication openness can help you communicate bad news more effectively.
• Have firm answers ready: Before communicating the bad news, you should understand why the decision has been made, the purpose of the change, and how the bad news affects employees.

Question 50

How can one decline an invitation professionally?

Answer 50

• ** Express appreciation**: Acknowledge the significance of the event or the organization and express appreciation for the invitation.
• Express regret and provide a reason: Indicate regret for not being able to attend and, if appropriate, explain why you are unavailable. Be respectful in providing a reason that doesn’t belittle the event or its hosts.
• Propose a constructive alternative: If possible, suggest someone else who could attend or speak in your place, or express interest in attending a future event.
• Renew goodwill: End the message on a positive note, with good wishes, thanks, or a forward-looking remark. Avoid bringing up the refusal again.

Question 51

How should a business respond to negative messages on social media?

Answer 51

• Acknowledge feedback: Express gratitude for the feedback, showing that it is valued, and express regret, concern, or an apology if necessary.
• Position your brand: Refer to company commitment or standards to maintain a positive image.
• Deal with the complaint: Show willingness to handle the complaint, explain its causes, report an investigation result or take responsibility, and offer a genuine apology.
• Conclude the message: Depending on the situation, thank the reviewer, solicit direct contact, promise improvement or proof of action, and welcome future business. Avoid using defensive or coercive language.
• Move the conversation: If possible, move the conversation to a less public forum, such as a private chat, email, or phone conversation.

Question 52

What are some general best practices when delivering bad news?

Answer 52

• Choose the direct or indirect approach depending on the type of bad news and its audience.
• Be clear and never mislead the reader.
• Use a neutral and relevant buffer if necessary.
• Explain the bad news with relevant facts and details, and provide a clear, complete, and airtight reason.
• Show the reasonableness of the policy, if relevant, rather than hiding behind it.
• State the bad news only once.
• Offer a counter-proposal or alternative if available and appropriate.
• Use neutral, respectful, and non-accusatory language.
• End positively and avoid inviting further correspondence unless truly desired.