Ohio University College of Business Communication Standards
Ohio University College of Business Communication Standards
Ohio University College of Business Communication Standards
Create successful ePaper yourself
Turn your PDF publications into a flip-book with our unique Google optimized e-Paper software.
Bad News or Negative <strong>Communication</strong><br />
The content <strong>of</strong> the bad news or negative message will not be what the reader wants to hear.<br />
The challenge is to clearly communicate the bad news while maintaining a goodwill<br />
relationship between the writer and the reader.<br />
When the INDIRECT pattern applies:<br />
• Use a relevant, short buffer<br />
Use a Natural transition to paragraph two<br />
Be careful – don’t appear to be saying “yes”<br />
• Explain reasons<br />
Present in terms <strong>of</strong> reader benefits<br />
Avoid hiding behind company policy<br />
• Don’t apologize – explain<br />
Avoid placing blame in the midst <strong>of</strong> explanation<br />
• Refuse<br />
Use positive language<br />
Use subjective mood and passive voice<br />
Imply refusal by referring to what can be done<br />
Avoid putting refusal in its own paragraph<br />
• If applicable, deflect by <strong>of</strong>fering alternative solution<br />
Compromise<br />
Offer substitution<br />
• Close with a forward-looking thought<br />
Don’t refer to the negative<br />
Point to a different, yet related, reader benefit<br />
2-11
Change language