- Negative Messages
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In the business world, delivery and calculation errors, product malfunctions, or refusal of routine requests and job applications are inevitable. However, there are strategies to make the transmission of bad news easier and understandable for the receiver. Managers could make employees less disappointed by giving them the reason for the rejection or by revealing the news sensitively; though it must still be conveyed with a serious matter and fairness. In addition, there are primary and secondary goals that must be kept in mind when delivering bad messages. Those can be organized and said through indirect and direct patterns depending on the receiver’s situation and the company’s organization policy. Moreover, there’s a process to deliver negative messages known as 3X3 writing process that involves three major steps that must be taken before giving the news to the employees. Strategy is not the only key element to write down a negative message, it also requires several techniques. The message should begin with a buffer to reduce the shock or pain to the employees; it could either be an appreciation or a compliment. The reasons must then be explained clearly before delivering the bad message. Unfortunately, when it’s delivered, disappointment cannot be prevented; however, the shock reduction can, hence it should be positioned strategically and the passive voice should be used. And finally, it should be closed pleasantly by anticipating future relations and good wishes.
Primary and Secondary Goals
The primary goal is that the receivers understand and agree to the negative messages, and you keep a good relationship with them. The secondary goals are to make less the readers’ bad emotions and to avoid legal problems.
The Direct Pattern
The direct pattern announces the bad news first and is used when firmness is necessary, when the news is not perturbing, or when the reader only looks at the message briefly.
The Indirect Pattern
Conversely, the indirect pattern is recommended when the news might affect the reader. This consists of a buffer, an indirect opening, followed by the reasons, leading to the bad news and finishing with a gracious closing. It is good to use this pattern because it shows thoughtfulness to the reader by giving reasons and explanations first.
3x3 Writing Process
The 3-X-3 writing process helps drafting a negative message. The first step is the analysis of the news and the impact it will have on the reader. The second step is writing. You research information and think all reasons to describe the bad news. Picking up best ones, you can organize and compose your writing. In the third step, you need to revise, proofread and evaluate it.
Avoiding Legal Problems
When delivering bad messages, you have to be careful about three legal points that cause legal difficulties. The first one is abusive language. Secondly, we should be aware of careless language that leads to misunderstanding. The last problem is about the good-guy syndrome. Don’t state more than you and your organization can do.
Reason-Before-Refusal Pattern
When refusing outline requests and denying claims, the reason-before-refusal pattern is preferred. It is also primordial to call any unsatisfied customer immediately and apologize when a mistake is made by the organization.
Refusing Routine Requests
When refusing a credit or job application, the organization must be careful not to hurt the customer or applicant and not indicate specific reasons why their request is being denied. When news touches many people within an organization, the employers must announce it in details to all of the employees. It is desirable to use the reason-before-refusal pattern. When using this pattern, begin with a buffer, state reasons, try to make the message less rough, and finish with nice expressions.
Delivering Bad News to Customers
When the company is at fault for a problem and a customer problem arises, it is customary for the company to apologize to the customer and then write a goodwill letter. It is important to write the goodwill letter if personal contact cannot be made with the customer, to make the process more formal and to promote a good relationship with the company and their customers.
Delivering Bad News Within Organizations
When delivering bad news within organizations, it is important to do so tactfully, professionally and safely. There are a few things that you must make sure of when delivering the bad news personally. You must first make sure that you gather all the information, then prepare and rehearse what needs to be said. You have to then explain the past, present and future and if you are afraid that the employee might start getting mad you should consider taking a partner with you. The final things to keep in mind are to consider the timing of delivering the bad news and to be patient with the reaction that the employee gives you. When giving bad news to workplace, you have to deliver it straightly. Also, when it comes to refusing job applicants, make it simple, not long, but sensitive in order to avoid legal problems.
Presenting Bad News in Other Cultures
When dealing with bad news, you must always keep culture in mind. Depending on the culture, different strategies may be necessary because different cultures understand things differently. In many cultures it is necessary to look past what the words say and instead look at the communication style and the context of what is being said.
References
Bowman, Joel P. "Credit Refusal." 22 August 2002. Homepages at WMU. 10 February 2010 Wmich.edu
- "Delayed Order with a Long Delay." 21 August 2002. Homepages at WMU. 2010 10 February Wmich.edu
- Guffey, Mary Ellen., Patricia Rogin, and Kathleen Rhodes. "Chapter 11: Negative Messages."Business Communication: Process and Product. Toronto: Nelson Education, 2010. 241-68. Print.
- "Letter of Reprimand." 21 August 2002. Homepages at WMU. 10 February 2010 Wmich.edu
- "Negative Announcement Including an Apology." 21 August 2002. Homepages at WMU. 9 February 2010 Wmich.edu
- "Sample Claim Refusal." 21 August 2002. Homepages at WMU. 2010 10 February Wmich.edu
- Bowman, Joel P. "Writing Negative Messages." 21 August 2002. Business Communication: Managing Information and Relationships. 5 February 2010 Wmich.edu
- Dickson, Carl. "How to Deliver Bad News in Writing." Capture Planning. 5 February 2010 Captureplanning.com
- Mary Ellen Guffey, Kathleen Rhodes, Patricia. Business Communication: Process and Product. Toronto: Thompson South-Western, 2006.
- Sripriya Rajagopalan, Greg Smith. "Negative Messages are not bad after all." Exforsys Inc. 5 February 2010 Exforsys.com
- Thill, John and Courtland Bovee. Excellence in Business Communication. New Jersey: Upper Saddle River, 2005.
- Mary Ellen Guffey, Kathy Rhodes, Patricia Rogin. Business Communication Process & Product, 3rd Brief Edition, 2010. Royse, EM Technology @ Work, Written and Verbal Communication Modules, 2012.
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