10 Key Points in
Communicating Bad News:
1. Do not use sandwich technology because it creates confusion about what to deliver first, good news or bad news.So, don't be confused just start with one and end with other.
2. Do not use that language which include rudeness, carelessness and incorrect material.
3. Different way to announce the bad news in business are-:
- In person or by calling.
- Can use memo, letter.
4.
Four
specific goals:-
- Make sure the receiver receives and understands the news correctly.
- While delivering the bad news make sure that, It should not effect the image of the company.
- The news must be announced in such a way so that it can be clear and easy to get.
- Reasons and the style which will be used to communicate must be legal so that nobody can point out.
5.
When
delivering bad news be careful of active or passive voice. Active
voice is more likely to be recommended so that receiver could not get
hurt.
6. Make sure that the Western way can not be used as universal way to deliver the bad news.So, different language must me learned which can help to convey the bad news easily to different culture people.
7. Indirect approach:- buffer, reasons, cushion bad news, end with positive note.
8. The best way to protect the relationship in business is buffering. If the news is not so important then the direct method is effective to use.
This video also show some good point that can we used while delivering bad news:
9.
The
best way to conveying bad news to costumer are:-
- Make an apology, take responsibility, and clearly state what you are doing to knockout the situation.
10. When bad news are delivered personally :-
v
Firstly,
collect the information and do some practice about what you are going to say, also collect the
problem and then plan to solve it.
v
Lastly, deliver the news in less stressful time and give the people enough time to process the information.
Reference
http://www.youtube.com/watch?v=9f87UGWdMMo
http://www.techrepublic.com/blog/10-things/10-tips-for-delivering-bad-news/
