All businesses encounter difficulties and must deliver bad news. Bad news can be disappointing, irritating, and even maddening to the receiver of the message; consequently, such messages must be written carefully.

1. Communicating Negative News Effectively

All businesses encounter difficulties and must deliver bad news. Bad news can be disappointing, irritating, and even maddening to the receiver of the message; consequently, such messages must be written carefully.

If the receiver of a negative message feelsthe news was revealed sensitively   , bad feelings can be reduced.

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1 / 1

Close Explanation

Explanation:

Be sure to reduce the bad feelings associated with negative messages by making sure that the receiver knows the reasons for the rejection, feels the news was revealed sensitively, and believes the matter was handled fairly. An insincere negative message can be frustrating and confusing to the receiver. The message should not lead the reader to believe it was sent in error; this misinterpretation of the situation could be damaging to the reader. Negative messages should explain the bad news clearly.

Read the scenario, and then answer the question.

A shipping company that your business started using a month ago regularly inflates its shipping rates, fails to meet scheduled deliveries, and loses packages. You decide to write a letter to the the shipping company to end the business relationship.

What are your goals when communicating this message? Check all that apply.

Project a professional image.

Explain clearly and completely.

Maintain friendly relations.

Create animosity.

Establish an angry tone.

Points:

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Close Explanation

Explanation:

When communicating bad news to the shipping company (or in general), you should establish these goals: Explain clearly and completely, project a professional image, convey empathy, be fair, and maintain friendly relations. Don’t create animosity or use an angry tone. You may not wish to continue business with the shipping company right now; however, you may find that you need their services in the future. Maintain goodwill by being professional and reasonable.

Thinking through the entire writing process is especially important when you are delivering bad news. The way bad news is revealed determines how it is accepted. Thus, you should carefully follow the 3-x-3 writing process to be sure that your message is well planned and delivered.

Read the scenario, and then answer the question.

You are the president of a toy-manufacturing company that has recently discovered its bendable action figures tend to break too easily and present a choking hazard. You need to compose a message to your customers addressing this issue. You’ve completed Phase 1 of the writing process.

What should your next steps be? Check all that apply.

Jot down reasons that explain the bad news.

Evaluate your message.

Brainstorm for ideas.

Conduct any necessary research.

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0.5 / 1

Close Explanation

Explanation:

After analyzing, anticipating, and adapting your message, you should complete Phase 2 of the writing process. Phase 2 requires you to gather information, research as necessary, brainstorm for ideas, organize your ideas, and compose your message. You will evaluate your message in Phase 3.

When composing negative messages, avoid language that could cause legal problems for you.

Read the scenario, and then answer the question.

You are the owner of a design/build architecture firm. The subcontractor you hired to install drywall damaged expensive woodwork on the staircase. You have demanded that the subcontractor pay for the damage he caused. Unfortunately, in an e-mail message to the subcontractor, your site foreman included the following sentence: “You need to replace the woodworking on the stairs. The woodwork was even more damaged after you finished your job.”

What mistake did your foreman make in his e-mail?

Abusive language

The good-guy syndrome

Careless language

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Close Explanation

Explanation:

Your foreman used careless language when he wrote that the woodwork was “even more damaged.” Readers could interpret this as meaning that the woodwork was damaged before the subcontractor installed the drywall. Careless language can be costly. In this case, it might mean the subcontractor will not have to pay for the damage he caused. In other cases, lawsuits can result from someone publishing careless language that is misinterpreted.