Session 5

Bad News Letters

Objectives
To:
Develop skills in writing negative messages

Types of bad news

Rejection of a request
Informing an employee of impending layoffs
Refusing replacement/refund
Reporting decline in sales and customers
Stock out
Loan cancellation
Refusing loan extension
Closing of operations
Termination in extreme conditions

Why is it difficult?
Sensitive issue
Cannot say no
Problem - compounded in print (no facial
expressions and voice)

Types of approaches
Direct
Indirect

Direct Approach
Step 1: Bad news
Please modify our standing order for M1136 Laserjet
printers from 3,000/month to 2,500/month.
Transnation Life is unable to grant your application for
SafetyNet term life insurance.

Step 2: Reasons
Step 3: Positive close

Indirect Approach
Step 1: Buffer
Step 2: Reasons
Step 3: Bad news
Step 4: Positive close

Types of buffers
Agreement
We both know how hard it is to make profit in
this industry.

Appreciation
Thank you for informing us about the damaged
product.

Fairness
For the past 1 week, we have monitored those
using the photocopying machine to see whether
we can detect any pattern of use that might
explain its frequent breakdowns.

Type of buffers (contd.)

Good news (state only that which is possible)
A replacement knob for your range is on its way,
shipped February 10 via UPS.

Praise
There is no doubt that your rsum shows a wide
range of experience in various sectors.

Understanding
To help you find the printer with the features you
need, we are enclosing a brochure that describes
all the Panasonic printers currently available.

Semantics to make refusal less painful

Avoid stating bad news in the opening line

We regret that we will not be able to offer you
appointment in our company.

Give reasons for the bad news

- Show that the decision is fair and reasonable

Semantics to make refusal less

painful
Avoid personal pronouns
you were lacking in essential qualifications, which is
why we
Avoid phony statements
The Axin Bank deeply cares for its customers; however for the
next five days we will be unable to provide essential services as
the Bank is currently undergoing some upgrades.

(could have provided alternatives for smooth

transactions)

Which approach to use

Will bad news come as a shock? If yes, use indirect
Does the reader prefer short messages that get to the
point? If yes, use direct
For minor or routine scenarios, use direct
Do you need to get the readers attention after sending
repeated messages? Use direct

Use positive language

Negative:

Your misunderstanding of your policy

prompts your accusation that we are at fault.
Positive: Section 3 of your policy makes us responsible
only when we service the equipment.
Negative:
I regret the inconvenience caused you by
the breakdown of the equipment.
Positive: The repaired equipment should give you years
of good service.
Negative:
We must refuse your request to use our
equipment.
Positive: As we are a state office, our equipment can be
used for government purposes only.

Common Negative Words

Afraid
Allege
Beware
Careless
Decline
Disappoint
Fail
Inconvenience
Unfortunate
Waste
Worry

Alibi
Apology
Blame
Complaint
Difficult
Fault
Impossible
Misunderstandi
ng
Ruin
Unfair
Wrong

Check list
1. Organization of the letter
- address of recipient and sender
- date
- salutation
- closing

Check list
2. Structure
Appropriate buffer statement
Explanation is it reasonable?
Is the bad news delivered clearly?
If explicitly stated, does the bad news fall in the middle of the
paragraph?
If implied, is it clear to the reader that the answer is no?

Has each issue been addressed?

Does the message have a goodwill ending?
Does it close the door on the subject?

Check list
3. Language and Grammar
Check for grammatical, spelling & punctuation errors
Does the explanation paragraph have a proper
structure?
Do the paragraphs have proper transition sentences?
Any negative words?

Check list
4. Style
Does the message address the appropriate
audience?
Is the tone appropriate?
Does it reflect that the reader has given some
thought to the request?