Communicating Bad News

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Pages 192- 218
1)Communicating bad news tactfully and achieving a good outcome is a formidable combination. The two goals that bad-news messages must accomplish are: Stating the bad news clearly and simultaneously projecting a positive image of yourself and your organization and convincing the audience to accept the information without protest or further discussion. ((Shwom and Gueldenzoph, p 194)
2) If an organization routinely communicates similar bad-news messages, it can develop standard templates to achieve these goals. This will help ensure that the information is transmitted consistently and professionally. (Shwom and Gueldenzoph, p 194)
3) Before developing content for bad news, consider the following analyzing questions: What is the bad news? What business result do you want to achieve? How will the audience react to this news? What justification and explanation should you include? Is there anything you can say to soften the bad news? Should you include an apology? (Shwom and Gueldenzoph, p 195)
4) When it comes to communicating bad news, there is no one-size-fits-all approach. The type of medium used to communicate should be carefully chosen based on the purpose of the message, the audience, and the situation. Different medium options are used when you want to accomplish specific goals with a bad-news message. (Shwom and Gueldenzoph, p 196)
5) The direct approach of stating the bad news may be a good idea if your audience is expecting to hear from you, and the news will not come as a huge surprise to them. It also avoids the need for lengthy explanations or excuses, likely leading to a more efficient problem resolution. (Shwom and Gueldenzoph, p 198)
6) One of the following techniques can soften the bad news in an indirect message. These techniques are: Developing an effective buffer (between the bad news and the audience), stating the good news before the bad news, subordinating the bad news, and using positive or neutral language. (Shwom and Gueldenzoph, p 201-202)
7) There are various options for closing a lousy news message on a positive note. This can help lessen the magnitude of the bad news on the recipient. These options are: Proposing a solution, proposing an alternative, creating options for future business, and focusing on a benefit. (Shwom and Gueldenzoph, p 203)
8) Several factors should be considered when evaluating a bad news message. These factors are: Look at the message objectively, and consider whether it is clear, easy to understand, and honest, consider whether you are communicating a sense of goodwill to your audience and finally, you sh...