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Delivering Sensitive and Negative News

Delivering sensitive or negative news in a business setting requires a thoughtful approach to maintain relationships and convey information effectively. Key strategies include staying factual and neutral, choosing the appropriate tone, and using techniques such as the "sandwich" method to frame negative information positively. This guide emphasizes integrity and clarity in communication, encouraging thorough analysis, consultation with supervisors, and maintaining a respectful and assertive tone. End communications positively to leave a favorable impression, even when conveying difficult messages.

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Delivering Sensitive and Negative News

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  1. Delivering Sensitive and Negative News Business Communications, MGT 309 University of North Carolina at Greensboro Writing that Works (2010). Oliu, Brusaw, & Alred

  2. Do’s • Stay in integrity • Careful analysis of the situation! • Adapt your medium to the message • Choose the appropriate tone • Take your time when writing • Stay relevant • Stay factual. Stay neutral • No “Pollyanna’ • Be fair & reasonable • Stay concise • Assertive (avoid apology) . Consult supervisor & legal advisors • End positive • Passive voice is okay.

  3. “Sandwich” Construction + - + • + Buffer - Positive words with neutral feel • - Body – 3 sentences • Sentence 1 – Positive words with a neutral feel • Sentence 2 - Negative information. • Sentence 3 - Positive words with a neutral feel – transition out. • + Goodwill close

  4. Buffer – (Introduction) • Sincere • Express appreciation • Relevant • Not misleading • Neutral • Respectful • Succinct • Assertive • Brief • On point Buffer Statements: • Thank your for participating in our competition. • It was great to see you at the conference. The keynote speaker gave a fantastic presentation. (Email hello)

  5. State the Bad • Minimize the space allocated. • Subordinate bad news in a complex or compound sentence. • Embed the bad news in the middle of a paragraph or use parenthetical expressions. • Use a condition statement (if, then) • Tell what you will do, not what you won’t do • However, don’t let the bad news get lost by overemphasizing the positive.

  6. Examples: Bad News using Positive Words

  7. Goodwill Close • Positive • Final • Optimistic • Sincere • Confident • Remember the end is a power position!

  8. Construction’s for Specific Situations

  9. Organization: Negative message to clients/customers • When you have a reason the audience will accept, give the reason before the refusal. • Then give the negative information • Present an alternative • End positive Downplay the emotion. Neutral tone.

  10. Organization: Negative to superiors • Define the problem. • Tell how it happened. • Describe the options for fixing it. • Recommend a solution & ask for action. Downplay the emotion. Neutral tone.

  11. Organization: Negative messages to peers and subordinates • Describe the problem. • Present an alternative. • As for input or action. Downplay the emotion. Neutral tone.

  12. Delivering Sensitive and Negative News Writing that Works (2010). Oliu, Brusaw, & Alred

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