Communicating a Negative news SNSW1.pptx

Communicating a negative news.Negative news is also known as Adverse news

1. COMMUNICATING A NEGATIVE NEWS

2. NEGATIVE NEWS Negative news or ad verse news is unfavourable news or information that can be found in multiple reference sources

3. NEGATIVE NEWS CAN INCLUDE INFORMATION RELATED TO 01 02 03 04 05 06 07 CRIMINAL ACTIVITY FINANCIAL CRIMES CORRUPTION FRAUD MONET LAUNDERING TERRORISM FINANCING HUMAN TRAFFICKING

4. HOW DO YOU COMMUNICATE NEGATIVE NEWS ? Be Genuine. When the time comes to deliver the message, try to be authentic and compassionate, and treat the other person with respect and dignity. Don't try to "sugarcoat" the truth; it's best to be forthright and honest about what's happened, and about what you're going to do to make it right.

5. HOW DO YOU COMMUNICATE NEGATIVE NEWS ? Be Genuine. When the time comes to deliver the message, try to be authentic and compassionate, and treat the other person with respect and dignity. Don't try to "sugarcoat" the truth; it's best to be forthright and honest about what's happened, and about what you're going to do to make it right. There are seven goals to keep in mind when delivering negative news, in person or in written form: Be clear and concise in order not to require additional clarification. Help the receiver understand and accept the news. Maintain trust and respect for the business or organization and for the receiver. Avoid legal liability or erroneous admission of guilt or culpability.

6. HOW DO YOU COMMUNICATE NEGATIVE NEWS ? Be Genuine. When the time comes to deliver the message, try to be authentic and compassionate, and treat the other person with respect and dignity. Don't try to "sugarcoat" the truth; it's best to be forthright and honest about what's happened, and about what you're going to do to make it right. There are seven goals to keep in mind when delivering negative news, in person or in written form: Be clear and concise in order not to require additional clarification. Help the receiver understand and accept the news. Maintain trust and respect for the business or organization and for the receiver. Avoid legal liability or erroneous admission of guilt or culpability. Maintain the relationship, even if a formal association is being terminated. Reduce the anxiety associated with the negative news to increase comprehension. Achieve the designated business outcome.

7. HOW DO YOU COMMUNICATE NEGATIVE NEWS ? Be Genuine. When the time comes to deliver the message, try to be authentic and compassionate, and treat the other person with respect and dignity. Don't try to "sugarcoat" the truth; it's best to be forthright and honest about what's happened, and about what you're going to do to make it right. There are seven goals to keep in mind when delivering negative news, in person or in written form: Be clear and concise in order not to require additional clarification. Help the receiver understand and accept the news. Maintain trust and respect for the business or organization and for the receiver. Avoid legal liability or erroneous admission of guilt or culpability. Maintain the relationship, even if a formal association is being terminated. Reduce the anxiety associated with the negative news to increase comprehension. Achieve the designated business outcome. PRIMARY AND SECONDARY GOALS IN COMMUNICATING BAD NEWS PRIMARY GOAL: Make the receiver understand the bad news Help the receiver accept the bad news Maintain a positive image of you and your organization

8. c HOW DO YOU COMMUNICATE NEGATIVE NEWS ? Be Genuine. When the time comes to deliver the message, try to be authentic and compassionate, and treat the other person with respect and dignity. Don't try to "sugarcoat" the truth; it's best to be forthright and honest about what's happened, and about what you're going to do to make it right. There are seven goals to keep in mind when delivering negative news, in person or in written form: Be clear and concise in order not to require additional clarification. Help the receiver understand and accept the news. Maintain trust and respect for the business or organization and for the receiver. Avoid legal liability or erroneous admission of guilt or culpability. Maintain the relationship, even if a formal association is being terminated. Reduce the anxiety associated with the negative news to increase comprehension. Achieve the designated business outcome. PRIMARY AND SECONDARY GOALS IN COMMUNICATING BAD NEWS PRIMARY GOAL: Make the receiver understand the bad news Help the receiver accept the bad news Maintain a positive image of you and your organization SECONDARY GOALS: Reduce bad feelings Convey fairness Avoid creating legal liability

9. HOW DO YOU COMMUNICATE NEGATIVE NEWS ? Be Genuine. When the time comes to deliver the message, try to be authentic and compassionate, and treat the other person with respect and dignity. Don't try to "sugarcoat" the truth; it's best to be forthright and honest about what's happened, and about what you're going to do to make it right. There are seven goals to keep in mind when delivering negative news, in person or in written form: Be clear and concise in order not to require additional clarification. Help the receiver understand and accept the news. Maintain trust and respect for the business or organization and for the receiver. Avoid legal liability or erroneous admission of guilt or culpability. Maintain the relationship, even if a formal association is being terminated. Reduce the anxiety associated with the negative news to increase comprehension. Achieve the designated business outcome. PRIMARY AND SECONDARY GOALS IN COMMUNICATING BAD NEWS PRIMARY GOAL: Make the receiver understand the bad news Help the receiver accept the bad news Maintain a positive image of you and your organization SECONDARY GOALS: Reduce bad feelings Convey fairness Avoid creating legal liability What to do when breaking bad news to a customer: Do give your customers a warning. Do give customers a compliment sandwich. Do bring customers solutions, not excuses. What you don’t do when breaking bad news to customers: Don’t use the word “I”. Don’t say: “I know how you feel!” Don’t make the customer feel like a fool (even if they’re at fault)

10. The indirect pattern of communicating negative / bad news: BUFFER : A neutral/ positive opening that does not reveal the bad news REASONS : An explanation of the causes for the bad news. BAD NEWS : A clear but understated announcement of the bad news that may include an alternative or compromise. CLOSE : A personalizing , forward-looking, pleasant statement HOW DO YOU COMMUNICATE NEGATIVE NEWS ? Be Genuine. When the time comes to deliver the message, try to be authentic and compassionate, and treat the other person with respect and dignity. Don't try to "sugarcoat" the truth; it's best to be forthright and honest about what's happened, and about what you're going to do to make it right. There are seven goals to keep in mind when delivering negative news, in person or in written form: Be clear and concise in order not to require additional clarification. Help the receiver understand and accept the news. Maintain trust and respect for the business or organization and for the receiver. Avoid legal liability or erroneous admission of guilt or culpability. Maintain the relationship, even if a formal association is being terminated. Reduce the anxiety associated with the negative news to increase comprehension. Achieve the designated business outcome. PRIMARY AND SECONDARY GOALS IN COMMUNICATING BAD NEWS PRIMARY GOAL: Make the receiver understand the bad news Help the receiver accept the bad news Maintain a positive image of you and your organization SECONDARY GOALS: Reduce bad feelings Convey fairness Avoid creating legal liability What to do when breaking bad news to a customer: Do give your customers a warning. Do give customers a compliment sandwich. Do bring customers solutions, not excuses. What you don’t do when breaking bad news to customers: Don’t use the word “I”. Don’t say: “I know how you feel!” Don’t make the customer feel like a fool (even if they’re at fault) att

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