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Bad-News MessagesBad-News MessagesBad-News MessagesBad-News Messages

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Why Considered Difficult to

Compose Annoying & Brutal

Difficult to accept by others Risk of losing good will

Risk of losing business

May become reason of conflict

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Goals of Bad news messages

1. Convey the bad news

2. Ensure its acceptance

3. Maintain goodwill/good image

4. Building good PR with clients,costumers & employees.

5. Eliminate future correspondenceregarding subject matter.

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The Right Attitude

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The Right Attitude

Suggestions to fallow

1. Put yourself in the readers place toconvince your reader that yourdecision, although contrary to his/herrequest, is fair, necessary, and

reasonable.

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The Right Attitude

2. Avoid using company rules or policywith no further explanation.It is against company policy to do

as you have asked.

Include, if possible, the customer-benefits and reasons

3. Assume that the customer wants to dothe right thing even though she or hemay be mistaken.

You have every right toexpect high quality in .

You understand that..

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The Right Attitude

4. Be courteous and shield the readerspride.

If you had read the instructionsclearly stated on the label , youwould have known not to put thegarment in hot water.

Tactful:

Water will not typicallydamage the garment. However,hot water will discolor it, as isstated on the label.

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The Right Attitude

Cont5. Single people out when you praise

them: put them in a group when you

criticize. Mention mistakes by usingimpersonal constructions.

Single out:You have performed a

great job.As a group:People sometimes

misinterpret the terms of the

warranty.

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Plans For Bad-News Messages

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Plans For Bad-News Messages

You have two organizational choices:

1. Indirect Plan

2. Direct Plan

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Most commonly used

Advantages Encouraging the receiver to read on

Required when some preparation willhelp audience accept bad news.

Developing a position and to givereceiver the real phenomenon

Diplomatic tone helps to maintaingoodwill

The Indirect Plan

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Indirect Plan

The structure of the indirect plan isas follows:

1. Buffer.

2. Explanation/Reasons.3. Bad news

4. Friendly; positive close.

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Indirect Plan - Buffer

1. Buffer:

Begin your message with reader-interest information. Your buffer shouldbe pleasant, relevant, honest, not

misleading and neutral in tone. Avoid irrelevant phrases and sentences,

giving impression that good news will

follow, apologizing, saying no & writinglengthy buffers.

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Indirect Plan - Buffer The following are ways to begin a bad-

news letter:a. Agreement. Agree with your readeron something.

We both know how hard is it to

satisfy customers.b. Appreciation. Thank the reader.c. Assurance. Assure the reader of your

careful consideration and honest

explanation.d. Compliment. Try to compliment the

reader on something good about hisor her past record or request.

You are our one of most

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Indirect Plan - Buffer

e. Cooperation. Show a sincere desire to

be as helpful as possible.f. Good news. Start with a favorable

part of message.Modified price lists have beensent.

g. Neutral courtesy. Keep your openingparagraph non-committal.

h. Understanding. Show you understandor sympathize with the readersproblem.

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Indirect Plan Explanation/Reasons

Include honest, convincing reasons,why the matter must be handleddifferently from the way reader wantsit.

Remember the following suggestions:a. Focus how the audience might benefit

from your negative decision.b. Mention first the favorable factors,

then the less favorable ones.

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Indirect Plan Explanation/Reasons

c. Show that the request has beencarefully considered for the readers

benefits as well as your companys.d. 1st explain why you took that decisionthen what the decision is.

e. If you are not at fault, dont apologize

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Indirect Plan Bad news

The following are ways to make thedecision clear, positive, and concise.

a) De-emphasize bad news visually &

grammatically.b) Use conditional statement

c) Tell what you have done, can do & will

do rather then whatever you cant do.

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Indirect Plan Friendly, Positive Close

End on a positive note, with one of the

following ideas:a. Offer assurances that you appreciate the

reader as a customer.

b. Invite future support, suggestions, orcompliance with the decision.

c. Make clear what ever action is required.

d. Express continued interest, service, andreader benefit, or sincere wishes for thereaders success with alternatives.

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The Direct Plan

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Direct Plan

Although you can use the indirect bad-news plan for most unfavorable messages,certain situations may warrant the directapproach.

Your choice depends on the context and onthe particular circumstances.

Routine messages

Urgent messages When reader prefers directness

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Direct Plan Cont If you use the direct approach, thepattern is the same as the direct

good-news plan, except that theopening contains bad instead of goodnews.

1. Bad-news decision (with or without a

brief buffer).2. Explanation.

3. Appropriate, Courteous ending.