BCOM 3e Chapter 7: Delivering Bad-News Messages PDF

Fm Chapter 7 ————— Delivering Bad-News Messages Lecture and Resource Slides BCOM 3e‘ Lehman 81 DuFrene Learning Objectives . Explain the steps in the inductive outline and understand its use for specific situations. . Discuss strategies for developingthe five components of a bad-news message....

Fm Chapter 7 ————— Delivering Bad-News Messages Lecture and Resource Slides BCOM 3e‘ Lehman 81 DuFrene Learning Objectives . Explain the steps in the inductive outline and understand its use for specific situations. . Discuss strategies for developingthe five components of a bad-news message. . Prepare messages refusing requests and claims. . Prepare messages handlingproblems with customers’ orders and denying credit. . Prepare messages providing constructive criticism, communicating negative organizational news, and respondingto crises. Learning Objective 1 Explain the steps in the inductive outline and understand its use for specific situations. Indirect Outline for Bad-News Messages Havel-1 mmmmmmmm mmuwm ; 97..../ i C? mu... ‘b- ._ — Begun mm mxrll ma ma: km to tdunl or bad m, _ u—m "3 v- nu- | Pin-n" mu, mum, and vnsmndot "4qu m bad mu 1 sum ma "ma using point” «an. and 4.1mm,“ “(Miami 3. mauaesmumerpropom ovum: Ilmng‘ Ida: Eloflrcnk 0g.“— """" Closesmm Ideasxnauhm tummy mm Mum Sui-n mm "(er m bad nuts and lndkzln cnvulnnlnq "mummy Using the Inductive Approach to Build Goodwill - Reasons are easier to understand if given before bad news - Reasons might be ignored when bad news is given first - Disappointment in bad news might interfere with ability to understand reasons w Types of Bad-News Messages Refusal of request or favor Denial of . claim . Denial of . credit Messa e of g . constructive criticism Channel Choice for Bad News: Showing Tact - Says message is important, Personal dellvery shows empathyfor recipient, and is rich in nonverbal cues and feedback. VS. Electronic messages - Tend to be more honest and accurate and can cause Iess dlscomfort for sender and recelver. Etznrid :ap,fda‘d,p zysa cupazzsd ra;pcsi.:i Advantages of Inductive Outline - Identifies the subject of the letter without first turning off the reader - Presents the reasons before the refusal, increasing understanding and acceptance - Avoids a negative reaction because the - Closes on a neutral or pleasant note refusal does not come as a shock Exceptions to Inductive Approach for Bad News - Message is second refusal to repeated request - Insignificant matter is involved - Request is ridiculous, unethical, or illegal - Writer wants to “shake” receiver - Relationship is so close that human relations can be taken for granted - Sender wants to demonstrate authority IX] Learning Objective 2 Discuss strategies for developing the five components of a bad-news message. w Developing the Opening 0 Begin with a buffer to cushion the bad news - Avoid empty acknowledgments of the obvious - Avoid revealing the bad news too early - Avoid building false hopes by starting positively Iri‘, 7 0",‘ Effective Openings for Bad-News Message . Compllment Point of agreement Good news Resale A review Gratitude ii“ 'Ti‘ Perfecting Buffer Statements Version 1 Version 2 Version 3 I am pleased and honored to have been asked to serve as treasurer of the United Way campaign for the coming year. Regrettably, I will not be able to accept your invitation to serve as treasurer of the United Way campaign in the coming years. All of us who feel proud of our community agree that the United Way adds significant value to the lives ofthousands of citizens. it has given shelter, health care, money, and hope to many with critical needs. 933.731 raptd rm; ::'sn a»pa;:51ra;p.u. Guidelines for Composing Reasons 0 Provide a smooth transition from opening paragraph - Include concise discussion that is logical to reader 0 Show reader benefits and consideration 0 Avoid using company policy as reason Wording the Bad-News Statement 0 Position bad news strategically - Use passive voice, general terms, and abstract nouns - Use positive language to accentuate anything good - ImpIy refusal, but only if the receiver can still understand the message v 5 gr ;n yaw = ‘13'255 and mu m: g ::'in a‘paztsd “subs: ;::5:51‘: (a, —s n adsa‘ u;— Examples of‘De-Emphasis Techniques lmply bad news if possible. Use subjunctive mood Example: Had you selected a variable rate, you could have taken advantage ofthe recent drop in interest rates. Use positive language that accents the good Example: NOT: INSTEAD: We cannot ship your order until . . .. Your order will be shipped when. . .. Offer counterproposal that shows writer wants to help Example: Although our current personnel shortage prevents us. . ., we can (alternative). ‘T‘l‘l Examples of De-Emphasis Techniques (cont.) Use stylistictechniques: - Complex sentence—bad news in the dependent clause - General terms and abstract nouns - Passive voice Example: NOT: You failed to verify the payroll figures. INSTEAD: The payroll figures must be verified. (passive) Please verify the payroll figures. (Focuses on the solution rather than the problem) W gamed :ap.tda‘d.p zysn cupazzsd maul. Offering a Counterproposal or ”Silver Lining" - States what you can do or counterproDosal _ ~ ~ Silver |lnlng offer (tangible or intangible) 0 Provides a thoughtthat turns the discussion back in a positive direction ‘l‘l‘l Perfecting Refusal Statement Version 1 Under no circumstances can we grant the request you have made. Version 2 legal requirements prevent us from disclosing the information you have requested. _ vers'un 3 Unfortunately we are not able to release the requested information due to privacy laws that prohibit disclosure. mi mammaspwysa cupazzsd mama 315- 11:7 m unaisavwgm Techniques for Closing Positively - De-emphasize the negative - Unify the message 0 Include a positive, forward-Iookingidea — Reference pleasant idea from discussion — Use resale or sales promotion — Express willingness to help in another way To Close Positively, Avoid . . . 0 Returningto the bad news - Trite statements that seem shallow or superficial - Statements that could undermine the refusal or promote future controversy Closing Positively: What Would You Do For the supervisor: Example: Q: Can you staylate tonight to finish up this project? A: No, I’ve got other obligations after work tonight. How can I offer the most help before the end ofthe day? For the spouse/significant other: Example: Q: Honey I‘ve got a tee time at 4 Sunday afternoon. Is it all right ifI skip Billy’s soccer game that day? A: Actually, no. He is expecting you and so am 1. Why don’t you move your tee time to 1 that afternoon? arid raptdd‘d.p arse ozpaztsj mum 3:65531‘ 51.'f a mfg» ‘vgs‘f m Closing Positively: What Not to Do Trite statements that may seem shallow Example: Thank you for your interest. When we can be of further help, please do not hesitate to write or call. Statements that encourage further controversy Example: We trust this explanation is satisfactory. We hope you will understand our position. Statements that undermine the validity of the refusal Example: if you have any questions, please do not hesitate to let us know. Refusal of a Favor: Why It Works You are to be commended for yourcommitment to restore Naperville’s historical downtown shoppingdistrict. In this age of megamalls and Internet shopping, the culture of a traditional main street lined with home»owned and operated shops needs to be preserved. The success of this projectdepends on a good project director. The organizational, leadership, and public relationsactivities you described demand an individual with upper-level managerial experience. Duringthe lastyear, Hilstrom has decentralized its organization, reducingthe number of upper-level managersto the minimal level needed. Although our current personnel shortage prevents us from lendingyou an executive, we do want Introduces subject without revealing answer Gives reasons that will seem logicalto reader Subordinates refusal in dependentclause ofcomplex sentence. Alludesto help in to support yourworthy project. anotherform Kevin Denny in our senior executive corps has a keen interest in Closes on positive note by offering historical preservation, havingserved on the board ofa similar organization while livingin Vermont. If you can benefit from his services, call him at 5558700, extension 142. counterproposal XI Learning Objective 3 Prepare messages refusing requests and claims. Refusal of Employee Request: What Does Not Work Subject: No EmployeeVideo/Computer Lounge How can you even consider askingfor our companyto fund a video game/computer lounge for employees?! Our employeesare here to work, not to play. Reveals refusal in subject line States refusal before exp Ia nation Allowingour employeestime with video games and unmonitored computer use goes against evew management principle I've ever learned. Employees should conducttheir personal computer business on personal time and use their spare time at home to play video or computergames. An office is for work, not play. Besides, the cost of installinga separate area for these video breaks would be exorbitant. Ourvice president would never agree to spend money on this right now. I will try to convince management to allow a fifteen-minutetime frame evew day for personal Internet use within certain parameters, but you should not get your hopes up. Uses negative language and condescendingtone without giving complete explanationfor refusal Offers possible alternative, but reluctanttone seems insincere Refusal of Employee Request: Why It Works Providingour employeesthe best workingenvironment possible is a high priority here at ICUP Enterprises. Because we want you to work at the highest level possible, your suggestion to create an employee video game/computer lounge has been carefully considered. Takinga breakfrom work to conduct personal Internet business or play a short game of Solitaireor Minesweepercan be a good way to keep the mind fresh and provide a short distractionfrom difficult projects. Creatingspace dedicated to employee video games and computer breaks would be a complex and expensive project, because of a lack of availablespace and fundingfor additional electronic equipment. To provide equal access to all employees, we would need at least 20 new computers with desk space for each. The cost for this would start at $20,000, without consideringfinding space for the lounge. - Cushions bad news with sincere compliment for suggestion - Transitions to reasons and provides complete explanation for refusal - Restates reason for saying ”No" to de- emphasize refusal Continued m Refusal of Employee Request: Why It Works (cont) Josie, in response to your idea, I have submitted a request to managementthat we consider addingan “e-break” to our company Internet policythat will allowemployees to use the ' Restates reason for saying ”No" and traditional 15-minute coffee breaktime to conduct personal offers counter- business on their computers or play short games likes Solitaire or proposal to de- Minesweeper. The articleyou sent me last month provided some good research to support this idea. Let‘s see how this goes, and we will revisitthe employee video game/computer lounge idea in the future. fed rap (a a~ a emphasize refusal IX] Learning Objective 4 Prepare messages handling problems with customers’ orders and denying credit. Denying a Claim: What Doesn't Work Your message questioning your statement has been received. I am sorry but we cannot adjust your account as you requested. Clearly, the statementis correct. Each ofthe order forms you have completed states that returns are subject to a 15 percent restocking charge. Surely you saw this information printed in bold print on the order forms, and our telephone operators also explain our return policy thoroughly when customers place orders. I am sure you can appreciate the cost and effort we incur to restock merchandise after the winter ski season is over. Thank you for doing business with us. lfyou have any further questions, please do not hesitate to call or message us. Begins with obvious idea Includes unnecessaw apologyforjustified decision and provides refusal before reasons Uses patronizingtone that may offend Presents explanation thatfocuses on writer and is too brief to be understood Uses clichés that may underminethe decision and may lead to unnecessary correspondence Denying a Claim: Why It Works Restocking of Returned Merchandise The HighFIy skis you stocked this past season are skillfully crafted and made from the most innovative materials available. Uses subject line that provides info without revealingbad news Maintaininga wide selection of quality skiing products is an excellent strategy for developing customer loyalty and maximizing your sales. Uses resale to cushion bad news Our refund policies allows you to keep a fully stocked inventow at the lowest possible cost. You receive full refundsfor merchandise returned within 10 days of receipt. Forunsold merchandise returned after the primary selling season, a modest 15 percent restocking fee is charged to cover our costs of holding this explanation behind restocking policywith emphasis on reader merchandise until next season. The enclosed check for $2,069.76 Presents clear benefits Implies refusal by stating covers merchandise you returned at the end of February. amount of enclosed check While relaxing from anothergreat skiing season, take a look at our new HighFly skis and other items available in the enclosed catalog for the 2012 season. You can save 10 percent by ordering premium ski products before May 10. Shifts emphasis by presentingsilver-Iining sales promotion Credit Denial: Why It Works The items listed in vourorder of May a have been sellingverv rapidlyin Implies receipt of recent weeks. Supplying customers' demands forthe latest in electronic technologyis sound business practice. order; uses resale and Another sound practice is careful control otindebtedness, accordingto specialists in accountingand financeTheirformula forcontrol isto maintain at least a 2—to—1 ratio of current assets to current liabilities, Experience has taught usthat,iorthe benefit of all concerned, credit should be available onlyto purchasers who meet that ratio. Because yourratio is approximatelyl 1/4 to 1, you are encouraged to make cash purchases and take advantage ofa 1 percent discount. business practices By continuingto supplyyour customers with timely merchandise, you should be ableto improve the ratio.Then, we wouldwelcome an opportunityto review yourcredit application. Use the enclosed envelope to send us your check for $1,487.53 to coveryourcurrent order, and yourorderwill be shipped promptly. Other timelyitems (such asthe most recent in video games) are shown in the enclosed folder. in 1; - ctl rap rd e~ a :pa mun implies approvalof Deremphasizes refusal; uses positive language for counterproposal Implies continued business. Closes with sales promotion. Complies with fair credit practices— reason for denial. m Adhering to the Fair Credit Reporting Act Consumer may... 9 Receive contact information for credit bureau ' Receive frfi m of credit report. 0 Request credit bureau investigate and correct inaccurate information 0 Request credit bureau not to distribute name for unsolicited offers ° File complaints against consumer reporting W Wiase,n,9i9s with “the F9d9r9', Tr999, C9m 91195931 Learning Objective 5 Prepare messages providing constructive criticism, communicating negative organizational news, and responding to crises. Delivering Constructive Criticism 0 Gives the communicator a feeling of having exercised resgonsibility - Allows management to learn of changes that need to be made - Allows staff to modify techniques and become more successful - Helps staff perform better in the future (1, a Constructive Criticism: What Does Not Work Dear Preston: Lacks adequate Mallory Welch, a junior accountant in your firm, has been working with us on-site for about three weeks, and her conduct is deplorableHer demeanor is absolutely unprofessional; her “no-problem” attitude has generated so much fiictionthat a valued employee refuses to work in the same room with her. Although extensive knowledge of auditing is important, Welch’s personal shortcomings far outweighher technical expertise. I seriously hope Welch is able to take steps to correct the situation. buffer; first sentence launches negative discussion. Uses judgmental terms and overly negative wo rds. Provides no justificationfor claim she is causingfriction Ends with reminder of negative factors S incerely> but Iackssufficient information for Janette Nowicki changes rid “up a r Constructive Criticism: Why It Works Dear Preston: Mallory Welch, a junior accountant in your firm, has been working with us on-site forabout three weeks. She is a very proficient auditor and did an excellent job of straightening out a technical tangle in our electronic accounting system last week. Her demeanor, while friendly and open, has ca used some of our employees to complain that she does not take her work seriously. Shejokes with other members of the audit team, which disrupts the attention of our employees. Two or three of our managers also commented on Mallow’s dress—more appropriate for a round of tennis than a business office. Mallory is obviously quite good at herjob; I know from conversations with her that she is sincere and has sound judgment. Please convey my concerns to Mallory confidentially so that the rest of her time in our office will go more smoothly for Written with positive intentto help Includes specific, verifiablefacts Acknowledges both good and bad points; conveys fair» mindedness Ends with pleasant note that seeks to add credibilityto preceding negatives Sharing Negative Organizational News 0 Convey the bad news as soon as possible - Give a complete, rational explanation - Show empathy and respond to feelings - Followup r<n Negative Organizational News: What Does Not Work - Reveals bad news in COMPANY WlLL RELOCATE MARCH 5 subject line Effective March 5, 2012, we will relocate our plant facility to Franklin, Tennessee. Approved by the Board of Directors at its last meeting, this relocation will enable the companyto reduce its operating expenses by 15 percent. All employees wishing to relocate should notify their supervisors by the end of next week. We appreciate your support in this move. - Begins bluntlywith bad news - Explains company benefits but nothingto help employees understand - Is clear on the next step but shows no empathy - Ends with insincere cliché - Sends highly sensitive mm rap a r a .p in a» paztsj m ; 9.3“: information via email Negative Organizational News: Why It Works Proposed Plan for Increased ManufacturingCapacity Our company has thrived by takingadvantage of international business opportunities. Outsourcingour service call center to India 10 years ago helped to control our operatingcosts through a period of significantgrowth. The dynamics ofthe economy in India have changed, and we can nowjustify relocatingour call center within the United States. We believethat havingall of our support personnel, from accountingto sales to engineering, under one roof will provide us the flexibilityto meet the business challenges ofthe next decade. Our present facility in New York City is not capable of achievingthis objective. High property taxes and transportation cost increases each year are additional reasonsto consideralternative sites. Likewise, attractingnew talent intothis high-cost metro area has become more difficult each year. In fact, both of our newly hired unit supervisors are commuting over one hourto obtain affordable housing. .su..4 , - Uses subject line to introduce topic but does not reveal bad news - Uses buffer to introduce familiar topic and lead to reasons - Provides rational explanation, including benefits for company and employees Continued Negative Organizational News (cont) While relocatingcould provide a long-term economic benefit to the company, moving out of New York City could enhancethe quality of life for us all. In a suburban city, we could enjoy dayto»day living in a relaxed, small»town environment with all the benefits of a large city only a short drive away. These factors have convinced us that movingthe manufacturingfacilityto Franklin,Tennessee, a thrivingsuburb located approximately 18 miles south of Nashville, would benefitthe company and employees. Your supen/isor will explainthe logistics ofthe relocation at your unit’s next meeting. In the meantime, visit the Franklin link on the company intranetto read more about what Tennessee can offer us and ourfamilies. Check back often for updates on the FAQ page designed to respond to yourconcerns as they arise. Now let us all work togetherfor a smooth transitionto Franklin. ° Presents bad news while reminding of receiver benefits 0 Shows empathy by assuringjobs not in jeopardy ° Follows up assuring continued exchange of timely information 0 Ends with positive appeal for unity