Communicating Negative News Strategically

At some point, everyone will have to deliver bad news. The bad feelings associated with this type of message can be alleviated if the receiver knows the reason for the bad news, feels the news is revealed sensitively, thinks the matter is treated seriously, and believes that the decision is fair. When applying these strategies, make sure to follow the writing process and determine whether to use a direct or an indirect pattern in your message.

Read the following scenario, and answer the following question.

You are the owner of a cell phone store. A customer recently sent back a phone that they purchased at your store. They claim the phone won't turn on. After examining the phone, you notice it has excessive water damage and is beyond repair. Unfortunately, the customer's warranty expired three months ago.

What are your goals when responding to the previous scenario? Check all that apply.

• To make the receiver understand the bad news
• To maintain a positive image of you and your organization
• To promise the customer that this will never happen again
• To reduce bad feelings
• To accept responsibility even if you are not at fault

Which technique can be used to make your readers understand and accept the bad news?

• Try to get the reader to overlook the bad news
• Be firm
• Explain clearly and completely
• Project a professional image

When you can show that the decision was  , receivers are far more likely to accept the negative news.