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Delivering Bad News

Bad news is never easy to deliver. If you don't learn an effective way to deliver bad news, the results can be disastrous. You can lose both business and good will. To effectively deliver bad news, follow the steps in the communication model below. Then click on the "Bad News Examples" to see the plan in action.

Communication Model for Bad News
1. Cushion reader with a buffer statement
2. Deliver bad news
3. Explain reasons
4. Suggest alternatives
5. Rebuild good will

Buffer Statements

  • Should be neutral, relevant, and clear
  • Should not use a negative tone 

    Deliver the Bad News 
    Make bad news less painful by:
  • De-emphasizing the bad news
  • Focusing on what occurred - not what didn't occur
  • Avoiding negative and personal language


Explain the Reasons (optional)
  • Directly
  • Honestly


Suggest Alternatives 
  • Researched
  • Realistic
  • Respectful


Rebuild Goodwill
  • Use a closing statement that is positive, sincere, and confident
  • Encourage ongoing communication if you are willing to discuss your decision further


Examples
Example 1 (Word)   (PDF)
Example 2 (Word)   (PDF)

Bad News Model adapted from CrossTalk: Communicating in a Multicultural Workplace by Sherron B. Kenton and Deborah Valentine (Prentice Hall, 1997). Outline by Molly Epstein.