1. The five main goals in delivering bad news are...
- to convey bad news
- gain acceptance for the news
- maintain goodwill with the audience
- maintain good image for your organization
- reduce need for further communication on the matter
2. When choosing between the direct and indirect approach, the following questions should be asked:
- Is the bad news unexpected or will it come as a shock?
- What is your organization's preferred style?
- Does the reader prefer to the point messages?
- Do you need to maintain a close and working relationship with the reader?
- Do you need to grab the reader's attention?
- Is the news minor and routine or is there an emotional investment for the reader?
3. The sequence of elements in an indirect, negative message are organized as follows:
- Open with a buffer
- Provide reasons and additional information
- Continue with a clear statement of the bad news
- Close on a positive note
4. A buffer is a noncontroversial and neutral statement closely related to the message's purpose. It establishes common ground and validates your request. Some find it unethical or dishonest if the buffer is insincere or manipulative in some way. However, if it is not deceptive, it is okay to use a buffer statement.
5. When using the indirect approach, it is a good idea to announce the reasons behind the decision before the final news is released. This is because it is easier for the reader to cope with bad news gradually, so that they will be able to handle and understand the negative conclusion. Gradually providing reasons and information will diffuse emotions and lead the reader to expect the final outcome before it is stated.
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