List and discuss the five goals to keep in mind when delivering bad news
What will be an ideal response?
Answer: When you need to deliver bad news, you have five goals: (1) to convey the bad news, (2) to gain acceptance for it, (3) to maintain as much goodwill as possible with your audience, (4) to maintain a good image for your organization, and (5) if appropriate, to reduce or eliminate the need for future correspondence on the matter. Accomplishing all five goals requires careful attention to planning, writing, and completing your message. Conveying bad news requires developing a communication that lets the audience know what the bad news is in the most positive terms possible. While the audience does not have to like the negative news, they need understand the reasons for the bad news and have a clear understanding of how to improve the situation, if possible. Maintaining good will includes ending on a possible note, although not an artificially cheerful one. Don't assume a person or firm will no longer want to do business with yours, or that an order is cancelled because it cannot be shipped for another two weeks. Remind the audience, in positive terms, what you can do for them, instead of what you cannot. All messages should maintain the image of the organization in the most positive and professional light possible. Sometimes the message needs to have a response from the audience, but often there is no need for a response. Don't encourage communication that will not change things by closing with trite statements such as "if you have any questions, feel free to contact me at…." Your reader should understand the decision is fair, and final.
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