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CHAPTER 9
Negative
Messages
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Goals in Communicating
Bad News
▪Explaining clearly and completely—strive to
help receiver understand and accept the bad
news.
▪Projecting a professional image—promote good
image of yourself and your organization. Strive to
reduce bad feelings. Convey fairness.
▪Conveying empathy and sensitivity—use
language that respects the receiver and attempts
to reduce bad feelings.
▪Protection—avoid creating legal liability.
▪Maintaining friendly relations
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Preventing Legal Problems
▪Defamation—false published statement
that harms an individual’s reputation
•Libel—written defamation
•Slander—spoken defamation
Examples: deadbeat, crook, quack
Avoid abusive language.
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Preventing Legal Problems
Avoid potentially damaging or easily
misinterpreted statements.
Example: The factory floor is too
dangerous for visitors on field trips.
Although we are honored at your interest in our
company, we cannot give your group a tour of the plant
operations as it would be too noisy and dangerous.
Avoid careless language.
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▪Your business messages must
represent the views of the organization.
▪Be careful about revealing company
information, even in a personal blog.
▪Although you were by far the most qualified candidate we
interviewed, unfortunately, we have decided we do not have
a position for a person of your talents at this time.
Remember that you represent
your organization.
Preventing Legal Problems
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▪Your business messages must represent the
views of the organization.
▪Be careful about revealing company
information, even in a personal blog.
▪Avoid supplying data that could be misused,
avoid making promises that can’t be fulfilled.
Remember that you represent
your organization.
Preventing Legal Problems
▪Disappointment
Common Reactions to
Negative Information
▪Goods cannot
be delivered
as promised
