Negative Messages
In the business world, delivery and calculation errors, product malfunctions, or refusal of routine requests and job applications are inevitable. However, there are tools to make the transmission of bad news easier and understandable for the receiver. In fact, direct and indirect patterns to disclose a negative message. While writing, it is important to pay attention to defamation, misinterpretation and not speaking on the behalf of the entire organisation which could lead to 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 direct pattern, which is the opposite of the indirect pattern and introduces the bad news first, May Be more effective in the situations that were previously mentioned.
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 the indirect pattern because it shows sensitivity to the reader which lessens the blow of the bad news by giving reasons and explanations first.
3x3 Writing Pattern
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 the research, organization and composition, and how it will PReVENT the writer from mentioning poor reasons and explanations. The third step includes revision, proofreading and evaluation.
Reason-Before-Refusal Pattern
When refusing routine 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 organisation.
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.
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.
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
- "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 [http://www.captureplanning.com/articles/81875.cfm? 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.