WRITING BAD-NEWS MESSAGES

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

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

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

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

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

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

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

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

Weigh the Indirect to Direct Approaches

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

And Now For Some Examples

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