Communicating Bad News
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description
Transcript of Communicating Bad News
- 1.
2. 3.
- 4 essential goals
- Acceptance
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- Receiver must accept and understand the
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- bad news
- Positive Image
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- Ethical behavior
4.
- Message Clarity
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- Clear message = no further correspondence or inquiries
- Legal Protection
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- Limit the risks of legal liability
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- to yourself and the organization
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5.
- Limit the following to avoid liability
- Abusive language
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- - Name calling, defamation, slander,libel
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- - Harmful to a persons good name
- Careless language
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- - Damaging or misinterpreted statements
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- 3. Inaccurate language
- -DoNOTcommunicate extra information
- - Avoid making promises
- - DoNOTaccept responsibility becauseyou feel guilty
- - Limit apologies, they arelegally liable
7. 8.
- Detracts the receivers attention towards the good news, omitting the bad
- news
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- Direct Pattern
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- States the bad news first
- When to use it
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- Iffirmnessanddirectness are required
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- If the receiver may disregard the bad news
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- Indirect Pattern
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- Most effective in delivering bad news
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- Does not state the bad news first
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- Opens with abuffer
- When to use it
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- If sensitivity is required
11. 12. 13. 14.
- Apologizeand accept responsibility
- Explain the steps to remediate the situation
- Promotegoodwill :gifts, benefits, rewards
- Praise the customers business
- Insist on reestablishing the relationship
15.
- Gatherinformationand practice whatyou want to say
- Explain thechronologyof events
- Consider bringing a witness
- Select the right time
- Let the receiverprocessthe news
16.
- TheWesternway of delivering bad news is not theUniversalway!
- Preferably refer to theIndirect Pattern
- Evaluatethe context in which you are delivering the bad news
- Research foreign business communicating strategies