1. WRITING BAD-NEWS MESSAGES

2. Objectives • Choose correctly between indirect and direct approaches
• Establish proper tone from the beginning of message
• Present bad news in a reasonable and understandable way
• Write messages that motivate your audience to take constructive action
• Close messages that build positive relationship with your business

3. Objective of Indirect Approach
• Ease the reader/audience into the part of the message that justifies the decision or builds goodwill
• Convey the bad-news without bruising the reader’s feelings
• Help reader know the decision is firm, fair, and still build goodwill

4. Indirect Approach
• Open with a buffer statement to soften the blow & demonstrate respect
• Give reasons for refusing
• Refuse
• Offer alternative, if possible
• Close with positive, helpful tone

5. Some Approaches for the Buffer
• Agreement
• Appreciation
• Cooperation
• Good News
• Understanding
• Fairness

6. Buffer Basics • Avoid saying no • Don’t build up false hopes
• Don’t Apologize
• Do make it relevant
• Do stick to the point
• Do be concise

7. Reasons for Refusal Basics
• Begin with most positive to negative
• Don’t use company policy unless ...
• Do devote most of letter to reasons
• Do use positive/nonjudgmental tone
• Don’t apologize

8. Stating the Refusal • Make answer clear but positive
• Place bad-news in middle of paragraph
• Minimize space saying it; get to the point
• Use if or when to suggest conditions for future good-news
• Don’t be blunt
• Offer alternative if possible

9. Bad-News Closings • Don’t repeat bad-news • Conclude on positive note
• Provide possible solution
• Provide resale and sales promotion
• Don’t leave area open for further discussion
• Watch doubtful/hopeful/insincere tone

10. Weigh the Indirect to Direct Approaches

11. Use of the Direct Approach
• For internal memos
• For routine bad- news to other businesses
• For audience who prefer direct news
• For situations that demand firmness
• For minor negatives
• For close friends and associates
• For bad-news first, then reasons , then a courteous close
• For shorter message

12. And Now For Some Examples

13. Your Mission Review the poorly written bad-news letter in groups and be prepared to indicate how it could be rewritten.