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Delivering Bad News Messages

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Monica Robles

on 21 March 2013

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Transcript of Delivering Bad News Messages

Refused Requests Adjustment Refusals Chapter Six: Delivering Bad News Messages Presentation By Monica Robles
Jillian Meli and Katherin Ramirez I. Strategic buffer
"Adelphi University spring concert tickets went on sale March 7, 2013"
II. setting up the negative news
"There are a certain amount of tickets and no more tickets can be issued after today."
III. Presenting the bad news positively
"Public safety prohibits the selling of anymore tickets due to a fire safety hazard"
IV. Offering an alternative solution
"As an alternative SAB will be hosting a free event on March 15, 2013
V. Ending on a postive note
"If we can help you further we can be reached in the university center room 110 Dos Don't Be blunt or Rude!
Use words that indicate bad new
restate bad news in the conclusion
Never Use words that insult
Use phrases such as "we deeply regret to inform." Agenda Bad News Emails: Template Indirect or Direct? Introduction
Discuss Chapter
Review Session Quiz Goodwill and Tact Begin in words that are neutral on the matter
Use a strategic buffer
Present the situation/ decision and explain why it is justified staying factual and positive.
Offer alternative or counter proposal.
End with positive forward thinking. Words Have Power!

unfortunately v.s however
You can't v.s alternatively
If only v.s In the future
That's our policy v.s In order to provide you with great service. Dear Mr Gooch,

Your invitation to join the National Association of small Business owners is a distinct honor to me personally. I am well aware of the high quality of NASBO's membership.Presenting a major paper to this quality group deserves a thorough and competent effort. Indirect: 5 Part Plan Using a strategic Buffer
Setting up the negative news
presenting the bad news positively
Offering an alternative
Ending on a positive note What you will learn How to minimize the negative impact of bad news
Tips on how to deliver bad news effectively and positively
Determine situations that require using certain strategies such as being direct or indirect Kathy Jill Monica Refused requests.
adjustment refusals The General Indirect plan. Writing negative news announcements.
Writing with Tact and goodwill.
When to be direct or indirect. Denying the reader what they asked for
use neutral words
set up strategy
present justification
Refuse positively
Include counter proposal Reader is making a claim and asking for a remedy
Use words that are on subject,neutral and setup a strategy
present the strategy that explains or justifies
refuse clearly and positively
end with postive, friendly words Take out your cell phones!
yes you heard right! And get ready to play. Add the number 22333 to your contacts. The Four main types of bad news messages Indirect Claim- From a unhappy customer trying to replace an item(s) that have been in quantity condition. Making a request to replace something. Refusal of a Request- refusal to make a of a change. Common in businesses. Special Refusals- Refusals for adjustments Negative announcements- general negative announcements with unique characteristics These situations are less common than indirect situations. Direct Messages are common in business buyer seller relationships. They are often not surprising to either an are factual and often routine. Be direct only if you know your reader well and know he/she will appreciate frankness. Being indirect should not be confused with being passive. There are special technique to be indirect and still communicate effectively Indirect Claims Chose the right tone- represent yourself as a reasonable person.
Use a buffer- ease the sting of the
Describe the problem- clearly using non emotional words
Request the correction- Tell them what you want.
Close with good will positive forward thinking. Negative news announcements Reader is most likely unhappy.
Goal is to shift readers mind to pleasant matters.
Leave a friendly remark
rule out time worn apologies
Full transcript