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