When communicating bad news, business communicators have five important goals. List and explain four of these goals
Explaining clearly and completely. Your message should be so clear that the receiver understands and, in the best case, accepts the bad news. The receiver should not have to call or write to clarify the message.
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Projecting a professional image. You will strive to project a professional and positive image of yourself and your organization. Even when irate customers use a threatening tone or overstate their claims, you must use polite language, control your emotions, and respond with clear explanations of why a negative message was necessary.
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Conveying empathy and sensitivity. Bad news is better accepted if it is delivered sensitively. Use language that respects the receiver and attempts to reduce bad feelings. Accepting blame, when appropriate, and apologizing go far in smoothing over negative messages. But avoid creating legal liability or responsibility for yourself or your organization.
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Being fair. Show that the situation or decision was fair, impartial, and rational. Receivers are more likely to accept negative news if they feel they were treated fairly.
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Maintaining friendly relations. Make an effort to include statements that show your desire to continue pleasant relations with the receiver.
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