A short outline of the indirect approach in breaking bad new

1. Communicating
BAD NEWS

2. What are our goals?
 To convey the bad news
 To gain acceptance for it
 To maintain as much good will as possible
 To maintain a good image for our
organization
 To eliminate the need for future
correspondence on the matter, if
appropriate

3. Two approaches
State the bad news first
DIRECT  If firmness and directness
are required
 If the receiver may
disregard the bad news
Open with a buffer and
soften the impact
 If sensitivity is required
INDIRECT
 for maintaining further
relationships

4. The indirect approach
Positive
Buffer Reasons Bad news
conclusion

5. The buffer
A neutral, non-controversial statement
Closely related to the point of the
message
Establishing common ground
Sincere
with your reader
Respectful
Relevant
Neutral (implying neither yes or no)
Providing smooth transition to the
reasons

6. The buffer
Appreciation
Thank you for considering ABC as the
place to launch your career in
accounting.
Agreement
We both know how hard it is to make a
profit in this industry.
Cooperation
XYZ is here to smooth the way for restaurants
at the cutting edge of gourmet dining.

7. Reasons and additional
information
Lead the reader to your conclusion before
you say it straight out
Maintain focus on the issues at
hand and defuse the emotions
Provide enough detail but be
concise
Avoid hiding behind company
policy but provide a reasonable
explanation

8. Reasons and additional
information
Instead of:
Company policy forbids our hiring
anyone who does not have two years'
supervisory experience
Write:
Because these management positions are quite challenging,
the HR department has researched the qualifications needed
to succeed in them. The findings show that the two most
important qualifications are a bachelor's degree in business
administration and two year's supervisory experience.

9. Clear statement of
1. De-emphasize the bad news
the bad news: present it shortly, in
the middle of a sentence or
paragraph
2. Use a conditional to provide an
alternative
3. Emphasize what you can do
or have done, rather than what
you cannot do
Make sure your
audience understands
your message.

10. Clear statement of
the bad news
1. The executive team has decided it would be wise to bolster
our skill base with someone who has extensive industry
experience. We have therefore filled the position with a more
experienced candidate.
2. When you have more managerial experience, you are
welcome to reapply.
3. The five positions currently open have been filled
with people whose qualification match those uncovered
in our research.
Instead of:
We cannot offer you the position of Chief Accountant.

11. Positive and affirmative
language
I must refuse your request. I will be out of town on the day you
need me.
We must deny your application. The position has been filled.
We cannot afford to continue The program will conclude on May 1.
the program.
We must reject your proposal. We've accepted the proposal from
AAA Builders.
Much as I would like to attend… Our budget meeting ends too late
for me to attend.

12. Close on a positive note
Express best wishes sincerely
Avoid a negative or uncertain conclusion.
(I trust our decision is satisfactory )
Be optimistic about the future.
Don't anticipate problems
(If you have further
questions, please write )
Steer clear of cliches that are
insincere
(If we can be of any help, please
contact us)
Don't show any doubt, about keeping
the person as a customer
(We hope you will continue to do
business with us)

13. Close on a positive note
In the meantime, we would like
to keep your information on file
for six months, in case a position
requiring less experience opens
up in the future.
I wish you the best of luck as you
begin your new career.