Techniques for Delivering Negative Messages.

This video summarizes the different techniques you could use to deliver bad news messages.

1. Be direct
2. If possible let the news be known in advance
3. Take responsibility.

According to the Business Communications text book there are six buffers individuals can use if chosen to deliver a negative or bad news message for a co-worker these six buffers include:

1)      Open indirect messages with a with a buffer
2)      Apologizing
3)      Showing empathy
4)      Presenting the reason
5)      Cushioning the bad news
6)      Conclude pleasantly

By understanding how to deliver bad news messages gracefully, even when under pressure you will be able to keep positive and long standing and lasting relationships if done correctly. By showing sympathy and empathy you are showing the receiver of the bad news that you feel for them and understand this this is a tough situation. Because let’s face it it’s a tough situation even for the person delivering the news! It is also important to present the bad news with good reasoning, explaining to the receiver why they are receiving the bad news, if they are able to fix it explain and show reasoning on what they can do better next time and in the future.

This video talks about the different ways you can deliver bad news to your boss and how to control your anxiety when it comes to delivering bad news messages.

Reference

Delivering Bad News: Communicating Well Under Pressure

https://www.mindtools.com/pages/article/bad-news.htm

Business Communications Mary Ellen Gruffey

Youtube: https://youtu.be/Ltg2X0e5g-0

In some cultures many people consider the style of direct communication to be very rude. This short video talks about the use of indirect speech and the many ways you can make your indirect communications to be very effective through the power of suggestion. Indirect communication can be defined as acting out rather than directly saying what a person is thinking or feeling using facial expressions, tone of voice, and/or gestures. (Joyce, C.) This basically means that you tend to look at a person’s body language or you tend to “beat around the bush”, before you get to the point of the message. Although this style of communication can be very awkward. It is better to get straight to the point (direct communication). Because people can get the wrong impression.

This picture was taken from the business communications text book. I like this picture because it shows the difference between direct and indirect speech.

Example

For instance, if Tina and Carlos are coworkers and Tina disapproves of Carlos’ eating habits at his desk but does not know how to communicate this directly to him, she may emit loud, exasperated sighs or glare at Carlos disapprovingly–examples of indirect communication. Carlos may hear the sighs and see Tina’s looks of displeasure, but he may not interpret these to mean that Tina is necessarily upset with the way he eats. He may simply come to believe that Tina dislikes him for no particular reason. (Joyce 2012)

This example shows how indirect speech/ communication can be misinterpreted very easily, even thorough cultural differences. As one person may interpret the sigh as someone not liking them or even being annoyed with them. Another person can interpret the sigh as someone being sad or frustrated with themselves. It is very easy to misinterpret body language and speech.  

References

Business Communications: Mary Ellen Gruffey

Youtube: Developing Cultural Intelligence: The use of indirect communication

https://www.youtube.com/watch?v=xQbZuCMLNFs

Joyce, C. The impact of direct and indirect communication. Independent Voice.  

http://www.uiowa.edu/~confmgmt/documents/DIRECTANDINDIRECTCOMMUNICATION.pdf

Indirect Communication. (2013).

http://www.goodtherapy.org/blog/psychpedia/indirect-communication

What is Direct and Indirect Strategy?

Direct Strategy is used when delivering news that is not damaging or can be over looked, whereas indirect strategy is used for news that is personally upsetting, and can provoke a hostile reaction. However when it comes to using a direct strategy to deliver messages. It is always better to start off with the bad news, explain to the individual

There are many techniques for delivering bad news messages in an indirect and direct manner. For instance; deciding when it is most appropriate to convey the message. Figure 9.2 from the Business Communications textbook briefly explains the four categories. Looking at these four categories you will notice that it talks about when it is the right time to deliver the news, whether or not using a firm tone will help or is appropriate along with the issue of if the receiver of the bad news will overlook it and not take you seriously.

Video

This video talks about  and gives examples of what direct and indirect speech is. Tracy overs the different styles and explains how each person can figure out if they are more of a direct person or more of an indirect person.

References

Youtube: https://www.youtube.com/watch?v=YhvlxbE2Jpk

Business Communication - Mary Ellen Gruffy

"It takes the same breath to speak words of encouragement as it does to speak words of criticism"

Abusive Language can be referred to the use of improper and the wrong use of words which can be hurtful and insulting to the receiver of the message. Calling people names such as (deadbeat, crook or quack) can get you into trouble.

Defamation is the legal term for any false statement that harms an individual's reputation. If an individual feels like their reputation has been affected, they can take legal action and sue the company or the individual who made the remarks. (Gruffey 2016)

There are man ways in which abusive messages can be sent.

1. Emails/Memos
2. Letters
3. Phone Calls

Because abusive language has become very concerning amongst the many different ways of communication, companies have set strict rules and regulations based on the usage of the internet along with monitoring all emails that are being sent. By doing this companies can reduce the risk of facing legal liability for any messages that may be sent.

However for legal action to take place, abusive language must have all three of the following characteristics:

1. The statement that was written or spoken was false
2. The statement was damaging the individuals reputation or name (hence putting them in a negative light)
3. The statement was published - it was written or said in front the presence of other people.

Example of Defamation:

A newspaper knowingly prints an article falsely asserting that a public figure has cheated on business partners in the past.  While the law protects media outlets from liability for printing statements about public figures, this does not apply to knowing publication of false material or publication with reckless disregard for the truth.

A person falsely tells a prospective buyer of the home of a neighbor that the neighbor cheated him in the past, causing the buyer to back out of the sale.  Although this is not defamation per se, the neighbor can prove economic damages by showing that the statement prevented the sale of his house.

During a casual conversation with a reporter, a police official states that a suspect in a current investigation is guilty.  While there are privileges that protect government officials from defamation liability for official statements and documents, this does not apply to casual or unapproved statements. (Gill, K.)

References

Gill, K. (n.d.). Three cause of legal problems in bad news messages. 

http://legalproblemsnewsmsgs.blogspot.ca/2012/03/careless-language.html

“The good guy syndrome occurs when we try to make ourselves look better or the receiver of the message feel better when delivering negative messages. Not only do we do this to make ourselves feel better but to also keep the relations intact. This can result in statements that can be legally dangerous”

What is good guy syndrome?

Business communicators act as agents of their organizations. Their words, decisions, and opinions are assumed to represent those of the organization; there are many ways you can distinguish if a colleague is using good guy syndrome to break bad news. For example the statement "I thought you were and excellent candidate but we had to hire..." This statement shows that the colleague or supervisor delivering the message is trying their very best to break the news gently. 

Example:

Consider the case of any firm interviewing candidates for a job.  The firm has asked one of its partner to inform the candidate that she didn’t get selected. Considering the fact that in every message there comes a situation in which a company has to deliver bad messages of any sort. Whether it may be an interviewee, customer, investor, supplier, etc. The person the firm has chosen to deliver the message is put in a position where they want to maintain a good relationship with this person and decides to decides to break the news down as gentle as possible. However by doing so the company (or person) can make a mistake by delivering the message too gently that can result in the actual matter becoming overlooked. This can further create some legal problems that the company may have to handle. In this case the person informed the interviewee that “although she was the “most qualified candidate they had interviewed for the job, they unfortunately couldn’t hire her; as the company did not have a position to offer her with that amount of qualifications. Somehow, the interviewee came to the knowledge and understanding that the company had instead hired two male employees. In the end she had sued the company, charging them for sexual discrimination. The interviewee had won the case only because the guy was trying to be good to her “using the good guy syndrome."

References

Business Communication - Mary Ellen Gruffy

Gill, K. (n.d.). Three cause of legal problems in bad news messages.

http://legalproblemsnewsmsgs.blogspot.ca/2012/03/careless-language.html

There are many issues that can arise when it comes to being the person who has to deliver bad messages or news to a colleague within a business environment. It can get even more awkward when we don't use the proper language or explain the message in the right context. Careless language is one of the many reasons and causes that can arise and can create a legal problem within a business environment. What do I mean by careless messages you may ask? Well careless messages basically means not caring about the way in which you as an individual drafts up messages for others, that can be easily misinterpreted.  If you ever catch your self being “The barrier of bad news” here are some tips that I found that could be helpful and insightful when delivering bad messages:

Tips

1. Being clear and concise in order to not require additional clarification
2. Helping the receiver of the bad news understand and accept the news. (so give further explanation)
3. Keep in mind trust and respect for your colleagues, the receiver and the organization)
4. Try to avoid liability or erroneous admission of guilt
5. Maintain the relationship with the colleague
6. Reduce anxiety
7. At the end of the day you want to be able to achieve the designated business outcomes.

Example

This is an example of what a careless language would look like.

"A factory worker was injured while working and his lawyer got company documents and discovered a letter that was sent to a group about a factory tour. It said "although we are honoured at your interest on our company, we cannot give your group a tour of the plant operations as it would be too noisy and dangerous". This harmless letter was used in court to prove that there were dangerous working conditions in the factory and that resulted in the employee getting hurt."

Although this letter purposely state that the factory is a unsafe place to work. however the manner in which it was written, it was interpreted in an entirely different way and used in court as evidence.

Video

For more information here is a video that talks about how to  deliver bad news:

What do I think?
In my opinion I believe that when it comes to communicating bad messages to your colleagues you should always be direct and specific, with the way in which you present the information.
You should use simple concise words that won’t easily be misunderstood by the receiver. It is also important that if you are sending the bad news in the form of a legal document that you make sure that all the documents are checked twice with caution before submission. But more importantly I believe that it is always better to deliver bad news in person that way you have an idea and can see how the individual is going to react, and further more you are there to explain and clarify if the individual has any questions.

References

Scudder, V. (n.d.). Careless Word Choice: When the CEO Has Foot-in-Mouth Disease.

http://www.prsa.org/Intelligence/TheStrategist/Articles/view/10610/1092/Careless_Word_Choice_When_the_CEO_Has_Foot_in_Mout#.VsuLiI-cH4g

Gill, K. (n.d.). Three cause of legal problems in bad news messages.
http://legalproblemsnewsmsgs.blogspot.ca/2012/03/careless-language.html