ENG135 week3 discussion.

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Nov 24, 2024

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Sensitive messages for business purposes can result in undesirable responses. Thus, it is essential to communicate in a way that provides for good will, integrity, and trust. Read Chapter 10 at the Week 3 Learning Activities. Review Chapter 9, pp. 374-379 ("Responding to Requests"). Respond to the following in a minimum of 175 words:  What are some proper strategies for delivering sensitive or negative news within an organization  How would you plan for this type of messaging?  What special circumstances does a communicator need to consider when delivering a negative message?  How does the channel of communication factor into the delivery?  What are the differences between an indirect and direct approach for negative messages? When delivering sensitive or negative news there are several strategies to ensure you are remaining respectful and professional. Get the facts; attempt to understand what happened and what caused it. Make sure that your information is complete and correct; if you are delivering negative news, be sure that you are communicating completely with the other party and double- check everything for accuracy. Avoid accusations, threats, or demands; in business, the goal is always to get results, not to place blame or make demands. Offer reasonable solutions; often when dealing with negative situations both sides can become easily stressed, make sure that you are offering solutions that you and the others involved have the capability to complete. Fairly evaluate everything; remove your opinions and seek to understand the truth of the matter. When planning a message that will include negative or sensitive news the writer should decide which approach is most appropriate, in this case, an indirect approach should be used. Beginning the message with a buffer to help the reader remain in a positive frame of mind will be vital to the overall response of the reader. Be sure to explain the negative news in its entirety and present background information to support it. Remember empathy when drafting such a message, try to put yourself in the reader’s shoes. Remain firm, yet kind. Always strive to be helpful and set your reader up for success.

There are countless circumstances that one needs to consider when delivering a negative message. Some things to keep in mind; recall similar experiences of your own, how did you feel when you were in a similar situation? How can you get the desired result without breaking the client’s relationship with the company? Ask the client open-ended questions, give them the opportunity to explain reasons for their current circumstance, and use that information to better serve and assist them. Finally, do research. Has the client recently suffered a loss in the family, if you have not experienced this, how did other people feel when they went through that situation? Support them in their difficulty and, within company guidelines, attempt to help them reach success by offering multiple options that will help them. The channel in which you choose to deliver difficult news will greatly impact the response of the receiver. Text messages & social media DM’s are impersonal and casual. Calling someone on the phone to deliver difficult news is more personal and shows the receiver that you care enough to take the time to speak with them one on one. Emails are convenient but not always the best choice as they can be easily forwarded and shared, this is not ideal if the information in the email is sensitive. Instead, send a letter directly to the person to which you are trying to deliver the news, including contact information for them to respond. Negative news often is met with a negative reaction. Using an indirect approach with negative news gives the reader a buffer as well as background information and explanations. This approach allows them to remain in a calm, or neutral frame of mind. A direct approach could come across as aggressive, as it details only facts and does not provide a buffer or background information. This would put the reader in an upset frame of mind and likely make it difficult to reach the desired end goal.

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