Professional Documents
Culture Documents
Sandra L. French1
and Tracey Quigley Holden2
Abstract
Most communication research on bad news messages focuses on crisis communication,
where attention is often limited to image repair strategies. The authors argue that
a key indicator of an organization’s effectiveness in communicating “bad news”
messages is its organizational culture. Developing an organizational culture that values
positive organizational behavior can transform the way that “bad news” messages
are crafted and received in the workplace. In this article, the authors demonstrate
how organizational leadership and practice from the positive organizational behavior
perspective can assist with communicating “bad news” messages, particularly during
organizational crises.
Keywords
bad news messages, crisis communication, positive psychology
Research on “bad news” emerges across the spectrum of communication. “Bad news”
for business appears in many forms—the announcement of layoffs, poor financial
outcomes, crises of internal or external origin, and natural disasters, among others.
The particular type of “bad news” is not at issue here but rather the communication
practices encompassing the delivery of bad news. In this article, we focus on what
1
Radford University, USA
2
University of Delaware, USA
Corresponding Author:
Sandra L. French, Radford University, PO Box 6932, Radford, VA 24142, USA
Email: sfrench5@radford.edu
Communicating Negative Messages 209
skillfully managed. The authors invoke the popularized (but incorrect) meaning of the
Chinese symbols for crisis as “dangerous opportunity” to underscore this concept.
However, Mair, Professor of Chinese Languages and Literature at the University of
Pennsylvania, offers an explanation of the characters on his website that better sup-
ports the position being advanced. Mair writes in Mair, Mair, and Liqing (2009),
While it is true that wēijī does indeed mean “crisis” and that the wēi syllable of
wēijī does convey the notion of “danger,” the jī syllable of wēijī most definitely
does not signify “opportunity.” The jī of wēijī, in fact, means something like
“incipient moment; crucial point (when something begins or changes).”
From the business perspective, that is indeed the essence of delivering or dealing with
bad news. This translation makes Ulmer et al.’s (2007) position on bad news and crisis
communication practices even more on point—they conclude that “effective commu-
nication skills are essential to creating positive, renewing opportunities at these turn-
ing points.” (p. 4)
Ulmer, Sellnow, and Seeger ground their work in an approach to leadership and
communication focused on positive values, virtues, and optimism (Seeger & Ulmer,
2001; Ulmer & Sellnow, 2002). Such a perspective is radically different from much of
the conventional wisdom concerning the delivery of bad news and crisis communica-
tion within business research and practice. What makes the difference is not just a shift
from a structural approach focused on messaging to a more contextualized perspective
emphasizing organizational leadership and culture. This focus on renewal and oppor-
tunity comes from an entirely different way of thinking about business, leadership, and
communication. We suggest that this shift is consistent with the tenets and insights of
the Positive Psychology movement.
the organization, the embodiment of the brand, and the official storyteller who knits
together the company’s past, present, and future” (p. 39). Park and Berger (2004) argue
that CEOs are the public face of a company, particularly during organizational crises, and
as such warrant particular attention as the subject of crisis research.
However, following the “disease” model, most current research on CEO perfor-
mance during times of crisis focuses on what not to do. For example, former Exxon
CEO Lawrence Rawl is often excoriated for his handling of the Valdez oil spill, in
particular for his failure to publicize his personal trip to the spill site (Modzelewski,
1990) and his attempt to avoid responsibility by blaming Captain Joseph Hazelwood
(Small, 1991). More recently, BP executive Tony Hayward was rebuked by public
relations professionals and the general public alike with regard to the 2010 oil spill of
the U.S. Gulf Coast. When visiting Venice, Louisiana, to survey damage and issue an
apology, in which he stated, “The first thing to say is I’m sorry,” he told reporters.
“We’re sorry for the massive disruption it’s caused their lives. There’s no one who
wants this over more than I do. I would like my life back” (“BP Chief to Gulf
Residents,” 2010). Hayward’s gaffe reflects not only his own communicative inade-
quacies but a broader problem for CEOs—the misperception of what constitutes effec-
tive, positive communication. Research supports the prevalence of this problem—in
1998, Coopers and Lybrand conducted a survey of CEOs, middle managers, and non-
managers. The survey found that while “82 percent of CEOs believe that they lead by
positive personal example . . . fewer than 40% of nonmanagement employees agree”
(Steinberg, 1998, p. 70). Moreover, 95% of the CEOs claimed to have an open-door
policy for the communication of bad news upstream, but more than half of employees
believed the bad news messenger was running a serious risk. Such a perspective does
not facilitate a strong business climate—in fact, such communicative problems have
resulted in huge business losses, even failures (Steinberg, 1998). More recently, leader
communication has become an even more critical element of business practice. The
current financial crisis has eroded employee confidence in senior leadership from 51%
in 2004 to less than 20% in 2009 (Davis, 2010). What is a beleaguered CEO to do?
Within the crisis communication literature, a handful of “exemplary” crisis
responses from CEOs have been studied and applauded, including Tylenol’s James
Burke and his handling of the cyanide tampering of 1982, which Fortune magazine
described as “the gold standard in crisis control” (Yang & Levenson, 2007). Other
models of effective crisis management include CEO of Malden Mills’ Aaron
Feuerstein’s response to the 1995 factory fire (Seeger & Ulmer, 2001) and Milt Cole’s
response to Cole Hardwoods’ 1998 fire (Seeger & Ulmer, 2001). Seeger and Ulmer
applaud these CEOs for their “virtuous” responses to their respective organizational
tragedies. These exemplary cases involve a leader, usually a CEO, responding quickly
and ethically to an organizational crisis.
In Locker’s 1999 article, she suggested that buffers should not continue to be used
in bad news messages, particularly the closing buffer, explaining that a bad news
message with a strongly positive end engendered negative feelings. By combining the
insights gained from exemplary examples in crisis communication research with the
Communicating Negative Messages 213
underpinnings of POB research, we can create a new model of offering bad news mes-
sages that can assist business communication professionals in teaching students more
options for delivering bad news.
Hope
Synder et al. (1991) define hope as a two-pronged cognitive construct, built from the
aspects of “pathways” and “agency.” Pathways reflect an individual’s self-perception
of their capability to secure a plausible route to their personal goals. The second
aspect, agency, relates to an individual’s motivation to proceed toward goal achieve-
ment. Working in concert, these two components provide individuals with the means
and motivation to achieve their personal goals. According to S. J. Peterson et al.
(2009), “Those lower in hope lack the ability to conceive of strategies to meet goals
and to overcome obstacles and the motivation to pursue the strategies that lead to goal
achievement” (p. 350). It is theorized here that CEOs high in reservoirs of hope will
find more creative strategies for dealing with crises.
Optimism
Optimism as a trait is the generalized expectation of an individual that good things
will happen, despite potentially adverse circumstances (Carver & Scheier, 1999).
214 Business Communication Quarterly 75(2)
Those possessing the trait of optimism tend to focus on the good. Optimism has been
demonstrated to have a positive impact on work performance (Luthans et al., 2006;
Seligman, 1998). Optimists differ in their interpretation of positive and negative
events from those low in this psychological resource. It is theorized here that CEOs
who possess the trait of optimism may instinctively navigate crises more effectively.
Resiliency
Defining resiliency as “the capacity to modify responses to changing situational
demands, especially frustrating or stressful encounters,” Tugade and Fredrickson
(2004, p. 322) argue that one’s ability to use positive emotions results in finding
positive meaning in negative circumstances. As a result, resilient individuals tend to
rebound more quickly from negative situations. It is theorized here that resilience can
help CEOs move past the shock and narrow thinking that often accompany crisis situ-
ations and more quickly engage in creative and positive crisis resolution. By looking
in depth at a CEO response to crisis, positive psychology offers a new approach to
crisis management rooted in the psychological capacities of the CEO.
fire at Malden Mills has been covered by the media, featured in a Harvard Business
Review case study, and studied by public relations professionals. Although the story of
Malden Mills is truly extraordinary, what insights into Feuerstein’s actions can posi-
tive psychology provide? Our conclusion will explore how positive psychology pro-
vides insights into Feuerstein’s actions and the positive reaction of his employees.
Conclusion
According to Dutton and Jackson (1987), the ability of decision makers to cognitively
process complex organizational issues such as crises is directly affected by whether
they frame the crisis as a threat or opportunity. Research conducted by Milliken
(1990) demonstrates that framing issues as opportunities allows decision makers to
feel more in control and less uncertain than when framing issues as threats. The time-
sensitive and pressurized nature of organizational crises makes it difficult for execu-
tives to see them as opportunities; however, we strongly believe that organizations can
“buffer” bad news messages by cultivating a positive organizational culture prior to
an acute organizational crisis. Organizations that focus on appreciating and cultivat-
ing positive organizational traits such as hope, resiliency, and optimism prior to a
crisis may be more successful in garnering employee support during and after the
crisis. Following in the footsteps of Gittel et al. (2006), who argue that managers must
maintain and enhance strong employee relationships (relational reserves) during a
crisis to ensure commitment and productivity, we argue that CEOs who actively pro-
mote a positive organizational culture, focusing on positive organizational traits and
strong employee relationships, will build a reservoir of goodwill that can buffer bad
news. Aaron Feuerstein’s building of a positive organizational culture at Malden Mills
helped the company through financial crisis and resulted in deep and abiding
employee loyalty, even in the face of layoffs. In our contemporary business climate,
bad news and crisis events are almost de rigueur, and certainly any CEO or senior
executive must expect to respond to such an occurrence. Davis (2010) writes that as
the current financial crisis continues to affect businesses, “What’s needed now is a
much higher level of leader presence: more intense, more transparent and more
authentic than ever before” (p. 24). Davis also describes how this leadership presence
is made manifest. She explains that “leader communication” in this form demands that
leaders “show up, giving the straight story, providing context, talking it through, and
keeping at it” (p. 24). This approach aligns strongly with Ulmer and Sellnow’s (2002)
call for “optimistic discourse that emphasizes moving beyond the crisis, focusing on
strong value positions, responsibility to stakeholders, and growth as a result of the
crisis” (p. 362). All these authors have moved beyond the “sandwich” prescription for
curing the bad news ailment and toward a more positive and engaged leadership com-
munication practice as a core of a positive organizational culture. Perhaps then, as
business communication professionals, we should be teaching our students more
about POB and creating a positive organizational culture, one where employees and
managers are resilient and optimistic, in order to more effectively communicate bad
Communicating Negative Messages 217
news. Just how might we incorporate such thinking into our business communication
classes?
As business communication professionals, we believe we should be teaching our
students more about POB and the processes involved in creating a positive organiza-
tional culture; one where employees and managers are resilient and optimistic, focused
on strengths as opposed to weaknesses. Including the precepts of POB in our classes
serves not only as a conceptual frame for the effective communication of bad news but
also expands the repertoire of broader communication and organizational practices in
a more optimistic, resilient, and potentially successful approach. We are not suggest-
ing that we abandon teaching the sandwich message of delivering bad news wholesale.
However, we recommend that business communication teachers stress that correct
construction of this “indirect approach” is not the only consideration of delivering bad
news in an organization. Rather, we want our students thinking about the broader con-
text of organizational life through which the message is being transmitted and how
they might best respond to the specific business culture of their organization. By work-
ing prior to an organizational crisis to craft a culture that values positive psychological
traits such as hope, optimism, and resiliency, business communication professionals
can contribute to the creation of a new kind of psychological buffer. This new model
of incorporating lessons from positive psychology may help organizations to guard
against panic during times of crisis and to provide a positive framework through which
to “read” bad news, potentially making our workplaces more optimistic, resilient, and
humane.
Funding
The author(s) received no financial support for the research, authorship, and/or publication of
this article.
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Bios
Sandra L. French is an assistant professor in the School of Communication at Radford
University. Her research interests include organizational rhetoric, the societal impact of com-
munication and technology, and leadership.
Tracey Quigley Holden is an assistant professor and director of the Basic Course in the
Department of Communication at the University of Delaware. Her research interests include
political and business communication as well as political rhetoric and leadership.