Presentation on theme: "BAD NEWS LETTERS. Purpose To say No, nicely. To inform a person of something negative Outside of business (to customers) Accounts in poor standing Unavailable."— Presentation transcript:
Purpose To say No, nicely. To inform a person of something negative Outside of business (to customers) Accounts in poor standing Unavailable product Inability to meet a request In-house (within the company) Budget cuts To address inappropriate behavior Problems completing a project Inability to meet a request
Tone Tone is the attitude you take with your audience. Bad News Letters should be written with tact and give the facts Handle sensitive news sensitively. What youre saying will upset people. Peoples feelings are at stake. Best to try to help everyone walk away satisfied that all avenues have been explored, but there is no alternative solution.
Indirect Approach Saying No quickly can offend people. People dont like to hear no. You have to say No, but build up to it, so people are ready to listen.
Indirect Approach Format Buffer Begin the letter with something you can agree on Appreciation of the reader, or statement of fact Bad News State the bad news blatantly, but respectfully. Reason Present the logic behind the bad news Friendly Close Avoid apologies Weakens bad news– opens door for unwanted negotiations Conclude with statement of appreciation and possibility of future business.
Format Intro Paragraph Provide buffer State Bad News
Format Body Paragraph Detail the reason behind the bad news Include as many dates/times as possible. Be descriptive, but brief. Provide supporting evidence
Format Closing Paragraph Provide friendly close Discuss possibility of future business