Writing Bad-News

Messages

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 The Three-Step Process

• Planning
• Writing
• Completing

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 Strategies for
Bad-News Messages
• Convey the message
• Gain acceptance
• Maintain goodwill
• Promote a good corporate image
• Minimize future correspondence

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 Audience-Centered Tone

• The “You” attitude

• Positive wording
• Respectful language

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 The Direct Approach

• State the bad news

• Support the message
• Close on a positive note

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 The Indirect Approach

• Begin with a buffer

• Follow with reasons
• State the bad news
• Close in a positive way

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 Begin With a Buffer
• Things to do • Things to avoid
– Show appreciation – Saying “no”
– Pay attention – A know-it-all tone
– Compliment reader – Wordy phrases
– Be empathetic – Apologies
– Show sincerity – Lengthy buffers

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 Follow With Reasons

• Cover positive points

• Provide relevant details
• Highlight benefits
• Minimize company policy
• Avoid apologizing

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 State the Bad News

• De-emphasize the bad news

• Use a conditional statement
• Focus on the positive
• Avoid blunt language

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 Close With Confidence

• Be sincere
• Stay positive
• Limit future correspondence
• Be confident and optimistic

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 Cultural Differences

• Proper tone
• Message organization
• Cultural conventions

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 Types of Bad-News
Messages
• Routine requests
• Organizational news
• Employment information

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 Routine Requests

• Business information
• Invitations and favors

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 Claims and Adjustments
• Things to employ • Things to avoid
– Courtesy and tact – Accepting blame
– Indirect approach – Accusations
– Positive attitude – Defamation
– Understanding and – Negative language
respect

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 Organizational News

• Bad news about products

• Bad news about company operations

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 Recommendation Letters

• Requested by businesses
– Be direct
– State facts
• Requested by individuals
– Practice diplomacy
– Consider feelings

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 Employment Applications

• Use the direct approach

• State reasons clearly
• Suggest alternatives

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 Performance Reviews

• Provide feedback
• Review the job description
• Set an action plan

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 Negative
Performance Reviews
• Confront the problem
• Plan the message
• Respect privacy
• Focus on the problem
• Obtain commitment

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 Termination Letters

• Express the decision

• Give specific justification
• Minimize negative feelings

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