Negative messages are bad news however, how the message is delivered can make your audience trust and respect you or distrust you. There are seven tips to keep in mind when delivering negatives messages in person or in written form.
- Be clear and concise in order not to require additional clarification
- Help the receiver understand and accept the news
- Maintain trust and respect for the business or organization and for the receiver
- Avoid legal liability or erroneous admission of guilt or culpability
- Maintain customer relationship even if a formal association is being terminated
- Reduce the anxiety associated with the negative news to increase comprehension
- Achieve the designated business outcome
When delivering negative messages choose which approach you are going to use the direct or indirect approach. To choose which approach you to use answer these questions
- Will the bad news come as a shock?
- Does the audience prefer short messages that get right to the point?
- How important is this news to the audience?
- Do you need to maintain a close working relationship with the audience?
- Do you need to get the audience’s attention?
- What is your organization’s preferred style?
This link provides you with 10 Key Points for delivering bad news. http://www.slideshare.net/sidsutton/10-key-points-for-delivering-bad-news
Used the direct approach when the negative message will have minimal personal impact
- Opening with a clear statement of the bad news
- Provide reasons and information
- Close on a positive note
When delivering bad news use the indirect approach if the news is going to be shocking.
- Start with neutral statement/buffer
- Provide reasons and information
- Continue with a clear statement of the bad news
- Close on a positive note
An indirect negative message will start with a few statements are not related to the main point of your message. This is to balance the negative news and hope your reader sees the positive part of the message more.
http://www.scribd.com/doc/6629732/Business-Communication-2
When handing bad news about transactions
- Modify the customer’s expectations
- explain how you plan to resolve the situation
- repair whatever damage might have been done to the business relationship
http://www.youtube.com/watch?v=3zyRKa3Cxk0&feature=related
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