Bad News Messages

1
Bad News Messages

• Chapter 9

2
Main Concepts

• Purpose
• First, to say no or convey bad news
• Second, to retain readers goodwill
• Use polite, clear, and firm language

3
Planning

• What is my purpose?
• Who is my audience? Put yourself in the place of
  the reader
• Decide whether to use the direct or indirect plan

4
Direct Approach

• Reader prefers directness
• Reader expects a no response
• Writer wants to emphasize the negative news
• Reader/Writer relationship is at either
  extremevery close or very distant

5
Indirect Approach

• Reader is a subordinate.
• Reader is a customer.
• Reader prefers indirect approach.
• Reader is someone the writer doesnt know.

6
Indirect Approach

• Justify your decision
• Major portion of message is to focus on the
  reasons rather than the bad news itself.
• The reason is a business decision
• not a personal one.
• Company policy is based on sound
• decisions. Give the reason behind
• the policy. Avoid saying, Company
• policy prohibits me from

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Justify

• If possible, explain how the reasons benefit the
  reader or, at least, benefit someone other than
  your organization.
• See examples p. 313
• Presenting reader benefits keeps your decision
  from sounding selfish.
• Avoid making up a benefit just to have one.

8
Indirect Approach

• Begin with a neutral or buffer statement related
  to the topic of the message
• Present reasons
• Follow with bad newskeep it in a paragraph with
  the reasons
• Offer alternative where possible
• Close with goodwill on topic other than bad news

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Giving the Bad News

• If you have done a convincing job of explaining
  the reasons, the bad news itself will come as no
  surprise.
• The bad news will appear as the only logical and
  reasonable decision.

10
Giving the Bad News

• State bad news in positive or neutral language.
• State what you are able to do rather than what
  you are not able to do.

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Avoid

• I trust that you now understand why we made this
  decision.
• Phrase the bad news using impersonal language and
  avoid using you or your.
• Avoid using but and however to introduce bad
  news.

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Avoid

• Cannot
• Are not able to
• Impossible
• Unfortunately
• Sorry
• Must refuse

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Closing on a Pleasant Note

• Again, I am sorry that we were unable to grant
  this request.
• If you run into any problems, please write me
  directly.
• If you have any further questions, please let me
  know.

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Examples

• See example p. 322
• See example p. 323

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Summary

• Purpose say no and retain goodwill
• Direct approach expects news, has close/distant
  relationship, or emphasizes bad news
• Indirect approach is a subordinate or customer,
  prefers indirect approach, or is not well known
  to writer
• Justify decision without apologizing

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Summary Bad News Format

• Buffer
• Reasons
• Bad News
• Alternative
• Goodwill close on another topic