Communicating negative news effectively
A letter, memo or email that conveys negative or unpleasant information.
What is Negative news?
Direct and Indirect
What are the two strategies for delivering negative news?
Relevant and concise.
A buffer should be?
The parts are buffer, reasons, bad news, closing
Gather all information, prepare and rehearse, explain, consider taking a witness, Think about timing, be patient with the responce.
What are the concepts to remember when delivering bad news in person?
Goods are not delivered, products fail to perform as expected, service is poor, billing gets fouled up, and customers are misunderstood.
What are some reasons you would need to write negative messages?
When should you apply a direct strategy?
What is an example of a trite buffer?
Offer to follow up offline; send you contact information. Be polite and helpful.
How to respond quickly and constructively?
Keep communication open and honest, choose the best communicaiton channel, draft of intranet post, revision of intranet
What concepts are used when announcing bad news to empleeys and the public?
Knows the reasons for the rejection, feels that the news was revealed sensitively, and believes that the matter was treated seriously and fairly.
How do you reduce the bad feelings associated with disappointing customers?
If the news is personally upsetting, provokes a hostile reaction, threatens customer relationship.
When should you apply indirect strategy?
What is empathy?
Look upon online comments as opportunities for growth and improvement. See complaining customers as real-time focus groups that can provide valuable insights.
When you know the bad news will upset the reciever.
When is the reasons-first strategy most effective?
Try to use language that respects the receiver but also attempts to reduce bad feelings. When appropriate, accept blame and apologize.
How do you convey empathy and sensitivity?
End with personalized, foward-looking, avoid bad news.
How should you close using indirect strategy?
Cannot, Regret, Unfortunately
What are 3 examples of expression with negative connotations?
Butter, Reasons, Implied refusal, and a positive closing.
An email denying a claim should contain the following?