DIFFICULT NEWS

MESSAGES
COR-COMM1304 Lesson 9 Shyamala Deenathayalan
 
https://www.youtube.com/watch?v=
oPpzJAzdpTU IN or OUT?
 
 Five Goals

1. Provide the rationale

2. Convey the bad news
3. Maintain goodwill
4. Maintain a good image
5. Ensure acceptance
 The TWO Approaches

Direct Approach Indirect Approach

Bad news Buffer

Reasons Reasons

Alternative Bad news

Goodwill close Alternative

Goodwill close
 Selecting the approach
Will the news come as a shock?
What is the audience’s preference?
How important is this news to the audience?
Do you need to maintain the relationship?
Do you need to get the audience’s attention?
What is the organisation’s preferred style?
Do you want follow-up communication?
The Direct Approach

Bad News

Reasons

Alternative

Goodwill close
 Sample 1
Please make changes to our current order. We would like to
Bad News order 300 units of garbage intake copper doors instead of
the 500 that we had initially placed an order for. (Bad news
is presented at the start - the Direct way - but take note that it
does not have an offensive air to it.)
The doors continue to meet the needs of our clients, but the
demand for the product has fallen because …. (State the
Reasons specific reasons as to why you have reduced the numbers.)
We appreciate your excellent service and look forward to
increasing the number of units once things get better for us.
Goodwill close (Focus on moving forward.)
The Indirect Approach

Buffer

Reasons

Bad news
Alternative
Goodwill close
 Marriott
International
CEO Arne
Sorenson takes on
the COVID-19
crisis

https://youtu.be/SprFgo
U6aO0
◦ Neutral, non-controversial statement

◦ A good buffer
 indicates your understanding of the
reader’s needs
 does not trivialise the reader’s concerns The Buffer
 is sincere and relevant
 is respectful and tactful
 offers a smooth transition to the
reasons
 Creating buffers

FACT AGREE THANK

BEST NEWS EMPATHISE COMPLIMENT

APOLOGISE
 Find some Find common ground
We both realise how the construction industry in Singapore
similarity has been affected by the growth of the yen …

Convey willingness to help in a (realistic)

Offer way
assistance The Welfare department is here to assist all employees with
retirement planning …

Provide
Provide assurance that the issue has been
considered Creating
assurance
buffers
We have carefully monitored the situation to see whether
we can detect any instance of …

Relate to Understand the reader’s goals and needs

reader’s To ensure that your car is kept safe, we are installing the
latest security monitoring system …
needs
Find an achievement/attribute to
Compliment compliment
attribute Great Western Fund is undoubtedly the leader in financial
planning …
Reasons
Adopt the following strategies:
• Provide sufficient detail
• Avoid roundabout explanations
• Explain (not hide behind) company
policy
• Show that the issue has been given due
consideration
• Show that your decision is justified, fair
and logical
• Use positive words
Bad News
• Do not repeat the bad news.
• Do not trivialize the bad news
• Do not withhold important
information
• Cushion the bad news by:
• de-emphasizing it via a
subordinate clause
• placing it in the middle of the
sentence
• using the passive voice

• implying the refusal

Positive Close
Think about the following:
• I trust our decision is satisfactory.
• If you have further questions, do not
hesitate to write.
• Should you have further problems,
please contact us.
• We hope you will continue doing
business with us.
 References

Bovee, C.L. & Thill, J.V. (2008). Business communication today

(9th ed.). USA: Pearson Prentice Hall.

Guffey, M.E. & Du-Babcock, B. (2008). Essentials of business

communication (Asian edition). Singapore: Thomson Learning.