4566_864_96_961_45_BAD NEWS FOR CLASS

7/31/2019 4566_864_96_961_45_BAD NEWS FOR CLASS

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Writing Bad NewsMessages


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Will you go with me toMidways? We can watchthe cricket match on their TV.


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The answer:

No, I wont or

I cant


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I wish I could.

I must get my work done. If I watched cricket this

afternoon, Id be asked toleave tomorrow .


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MessageType

Opening Body Close

Direct

Requests

Request

or mainidea

Provide

necessarydetails

Close cordially

& state specificaction desired

Routine,goodnews &goodwillmessages

Main ideaor goodnews

Providenecessarydetails

Cordialcomment, areference to thegood news or alook towards the

future

APPROPRIATE STRUCTURE FORBUSINESS MAESSAGES


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MessageType

Opening Body Close

Badnews

Buffer/ neutralstatement thatacts as atransition tothe reasons of the bad news

Give reasons to justify anegativeanswer, state or imply the badnews & makeapositivesuggestion

Closecordially

APPROPRIATE STRUCTURE FORBUSINESS MAESSAGES


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PARTS OF BAD NEWS LETTER1st paragraph Buffer 2nd paragraph(You could alsoclub para 2 and3)

The RATIONALE or REASONS forthe upcoming bad news.Explanation/Analysis ofCircumstances

3rd paragraph BURY the bad news in themiddle of the third LONG

paragraph. (state just onceclearly, tactfully, concisely andpositively).

4th paragraph Off-the-subject ClosePositive, Friendly Closure


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Placing a refusal in the first sentence can be justifiedwhen:

a) The letter is the second response to a repeatedrequest.

b) A very small, insignificant matter is involved. c) A request is obviously ridiculous, immoral, unethical,

illegal or dangerous. d) The writers intent is to shake the reader.

e) The writer-reader relationship is so close andlongstanding that satisfactory human relations can betaken for granted.

f) The writer wants to demonstrate authority.


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1st paragraph: Buffer

contains no mention whatsoever of the badnews. Instead, it is a buffer. The firstparagraph should try to put the reader in aframe of reference on some point or points

upon which the reader and writer canagree.

There should be NO MENTION of the bad

news or any reference to it in the firstparagraph. The worst start is, "Weregret to inform you."


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1st paragraph: Buffer

Ex: Thanks for the feedback you providedabout our service department recently.When customers inform us of their needs,it is easier for us to respond.

Thank you for applying for the secretarialposition at our Harper City plant. Your interest in our company is appreciated.


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2nd paragraph:The RATIONALE or REASONS for

the upcoming bad news. Begin to explain to the reader why his/her

request cannot be granted. Again, there is still NO MENTION OF THE

BAD NEWS in the second paragraph.Instead, refer to company policy that is not

consistent with granting the request. Bythe time the reader finishes reading thesecond paragraph, the bad news shouldbe a foregone conclusion.


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Examples include: Quality in customer service is our goal. You can

be assured that your request has received our attention. In order to keep the prices you find atHarvey's Home Show low, all products are soldin large quantities.

The key to a well-run office setting is hiring theright person for each position. In addition, it isnecessary to match the skills and attitudes of applicants with those required for the position.

2nd paragraph:The RATIONALE or REASONS

for the upcoming bad news.


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3rd paragraph: BURY the badnews in the middle of the third

LONG paragraph. Be careful to bury the bad news. Again, the buffer

at the beginning of the paragraph should continue

with the rationale for the decision or, whenever possible, offering of alternatives that may help thereader solve the problem has without exactlygranting the request he/she has made.

Focus on what you CAN do to help the reader, notwhat you CAN'T do. Suggest alternatives or other options that may meet the reader's needs just aswell as the thing you can't do.


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Example: All customers are asked to carefully read theMembers Handbook that accompanies every

application for membership before submitting acompleted application. In that handbook (on page 6)the terms of membership were outlined, includinginformation concerning member benefits. When youreview page 6 of the Handbook, you will bereminded of Benefit #2: "Buying in bulk saves youmoney." To accomplish this, you can select onlywhole cartons of products.

3rd paragraph


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3rd paragraph Example:

Following extensive interviews with more than10 candidates, the Executive Secretary positionin the Human Resources Department has been

filled. Another candidate was selected for theposition and has accepted that offer. Your application will be kept on file for the next sixmonths and will be reviewed againstrequirements for any position that comes openduring that time.


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4th paragraph: Off-the-subject Close The last paragraph of the bad news letter

makes no mention of the bad news . Be careful not to remind the reader of the

bad news either.

Objectives for this paragraph are to try tomaintain the customer's goodwill and keephim/her as a customer for the future.

Unlike other letter styles, in a bad newsletter, it is not a good idea to invite further discussion. (Such as: If you have anyother questions, please feel free to call me

at xxx-xxxx.)


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Dont apologize for the decision or reveal anydoubt that the reasons will be accepted (avoidstatements such as I trust our decision issatisfactory).

Dont urge additional communication (e.g. if you have further questions, please write),unless you are really willing to discuss your

decision further. Dont anticipate problems (avoid statementssuch as should you have further problems,please let us know).

4th paragraph: Off-the-subjectClose


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Dont include clichs that are insincerein view of the bad news (e.g. if we canbe of any help, please contact us).

Dont reveal any doubt that you willkeep the person as a customer (avoidphrases such as we hope you willcontinue to do business with us).

4th paragraph: Off-the-subjectClose


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4th paragraph

Examples: Look for the special flyer that will be

coming to your mailbox in a few days. Youwill receive coupons that will save youeven more as you buy all your householdneeds at Harvey's.

Thanks for your interest in our company.Best wishes with your continued career plans.


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Other Content Notes

Remember to use the YOU approach .Try to begin sentences with you, but be carefulnot to blame the reader for his/her actions .

Maintain a professional tone.Be careful not to use negative-sounding lead-inwords or phrases such as "Nevertheless,"

"Although," or "In spite of the fact that" These setup the negative message that is coming. Don't APOLOGIZE for the bad news.


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Consider Your Audience: Put Yourselfin the Reader's Place .

Convey bad news effectively. Avoid apologizing Avoid hiding behind company policy to

cushion bad news

When implying bad news, be sure youraudience understands the entire

message, including the bad news


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TECHNIQUES TO CONVEY BADNEWS

1. De-emphasize the bad news: Minimize the space or time devoted to the bad

news Subordinate bad news in a complex or

compound sentence(My department is already shorthanded, so I'll need all of my staff for at least the next tow months.)This construction pushes the bad news into the

middle of the sentence, the point of leastemphasis. Embed bad news in the middle paragraph or use

parenthetical expressions ("Our profits, which are down, are only part of the picture)


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Use a conditional (of or when)statement to imply that the audiencecould have received, or might somedayreceive, a favorable answer

Ex: When you have more managerial experience, you are welcome to reapply Such a statement could motivateapplicants to improve their qualifications


TECHNIQUES TO CONVEY BAD


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Tell the audience what you did do, can do, or will dorather than what you did not do, cannot do, or willnot do.

Say: We sell exclusively through retailers, and the onenearest you that carries our merchandise is..." rather than "We are unable to serve you, so please call your nearest dealer. By implying the bad news, you may not need toactually state it ("The five positions currently open have been filled with people whose qualifications

match those uncovered in our research.") By focusing on the positive and implying the badnews, you soften the blow.

Do not start letters with "I" or "We." End with a specific polite closure. Avoid "contact"

when "call me" or "email me" are more precise.



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Instead of this Use this

I must refuse your request.

I will be out of town onthe day youneed me.

We must deny your applicant.

The position has beenfilled.

I am unable to grant

your request.

Contact us again when

you haveestablished...

We cannot afford tocontinue the program.

The program willconclude on May 1.


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Instead of this Use this

We cannot afford tocontinue the program.

The program willconclude on May 1.

Much as I would like toattend...

Our budget meetingends too late for me to attend.

We must reject your proposal. We've accepted theproposal from


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4566_864_96_961_45_BAD NEWS FOR CLASS

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