Bad News Messages

1
Bad News Messages
2
Uninterested
Interested
Unwilling
Neutral
Unhappy
Eager
Source Business Communication Essentialls, Cdn
ed., C. Bovee, J. Thill
3
Delivering Bad News

• INDIRECT METHOD
• USE WHEN
• News is unexpected
• Effect is personal, emotional
• Directness is not required

4
(No Transcript)
5
Indirect Method

• Buffer
• Reasons
• Message
• Close

6
1. What is a Buffer?

• Positive or neutral statement
• Meaningful, relevant
• Provides natural transition
• No false impressions

7
Types of Buffers

• Most positive part of messageStarting today,
  you will have access to your money 24 hours a day
  at TD Canada Trust.
• Fact or chronology of eventsDuring the past
  two years, the number of employees eating
  breakfast in our cafeteria has dropped from 34
  percent to 11 percent.

8
Types of Buffers

• Refer to enclosuresEnclosed is a new parking
  tag for your car.
• AppreciationThank you for telling us about
  your experience in our hotel.
• AgreementYou have every right to expect
  complete confidentiality in your dealings with
  us.

9
2. Reasons

• One or two strongest reasons
• Keep it short and simple

10
3. Message

• State bad news once, clearly
• Be as positive as possible
• No apology (unless warranted)
• Suggest alternative

11
4. Close

• Positive but sincere
• Assume best outcome