IndiaWest: Your Trusted Source for Today's Global News
Communicatingbadnews 091109215135-phpapp01 (1)
1.
2.
3. 4 essential goals
1. Acceptance
• Receiver must accept and understand the
bad news
1. Positive
Image
• Ethical behavior
4. Message Clarity
3.
Clear message = no further correspondence
or inquiries
Legal Protection
3.
•
Limit the risks of legal liability
to yourself and the organization
5. Limit the following to avoid liability
1. Abusive
language
- Name calling, defamation, slander, libel
- Harmful to a person’s good name
1. Careless
language
- Damaging or misinterpreted statements
6. 3. Inaccurate language
- Do NOT communicate extra information
- Avoid making promises
- Do NOT accept responsibility because
you feel guilty
- Limit apologies, they are legally liable
9.
Direct Pattern
• States the bad news first
When to use it
• If firmness and directness are required
• If the receiver may disregard the bad news
10.
Indirect Pattern
• Most effective in delivering bad news
• Does not state the bad news first
• Opens with a buffer
When to use it
• If sensitivity is required
11.
12.
13.
14. 1.
Apologize and accept responsibility
1.
Explain the steps to remediate the
situation
1.
Promote goodwill: gifts, benefits, rewards
1.
Praise the customer’s business
2.
Insist on reestablishing the relationship
15. 1.
Gather information and practice what
you want to say
1.
Explain the chronology of events
1.
Consider bringing a witness
1.
Select the right time
1.
Let the receiver process the news
16. The Western way of delivering bad
news is not the Universal way!
Preferably refer to the Indirect Pattern
Evaluate the context in which you are
delivering the bad news
Research foreign business
communicating strategies