You are on page 1of 26


Presented By:-
Manish Mishra
Rahul Ravish
Oliwul Islam
hree--Step Process
he hree

’ Planning
’ Writing
’ Completing

Organizing Bad-
Bad-News Messages

he objective of a bad-

bad-news message
is to convey the bad news without
bruising the reader·s feelings

hree Goals When Delivering Bad News

’ Convey the bad news

’ Gain acceptance for the bad news
’ Maintain goodwill by adopting a ´youµ
‡ Emphasize audience goals, not the company·s
‡ Look for the best in your audience
‡ Choose appropriate tone and organization

one Can Ease Disappointment
’ one has an impact ’ Word choice modifies
on your audience your tone
‡ Makes audience ‡ Phrase things
agree that decision positively
is fair ‡ Avoid words that
‡ Leaves them with a
positive attitude ‡ Show how audience
will benefit
‡ Avoid the word ´youµ if
it sounds accusative
Organization Varies with Audience

’ Use indirect approach when audience

‡ Is emotionally involved
‡ Will be displeased by the bad news

’ Use direct approach when audience

‡ Prefers bad news first
‡ Is emotionally uninvolved
‡ Will be unaffected by the bad news

Organization Varies with Situation
’ Use direct approach for
‡ Internal memos
‡ Routine messages to other businesses
‡ Situations that demand firmness
² Rejecting job applicants
² Refusing to write recommendation letters

’ Use indirect approach for

‡ Bad news about orders or products
‡ Denials of routine requests or invitations
‡ Refusals of claim adjustments or credit
‡ Bad news about people
Œour Parts of Indirect Organization

1 2 3 4
Buffer Reasons Bad News Positive Close
Begin with a Logically, State the bad news Close with a
neutral or neutrally, and clearly and concisely. positive, pleasant,
positive briefly explain Emphasize any good forward-looking
statement. the reasons news; de-emphasize statement.
for bad news. bad news.

hree Parts of Direct Organization

1 2 3
Bad news Reasons Positive Close
State the bad Explain the Close with a positive
news up front. reasons for the statement³something
bad news. Offer aimed at soothing the
some alternatives reader. Express interest
if you can. or encouragement .

Communicating the Bad News

When providing bad news to

customers, your goal is to make them
feel good about continuing to do
business with you.

Claims and Adjustments

’ hings to employ ’ hings to avoid

‡ Courtesy and tact ‡ Accepting blame

‡ Indirect approach ‡ Accusations
‡ Positive attitude ‡ Defamation
‡ Understanding and ‡ Negative language

Bad News about Orders

’ Œocus on what can be done rather than on

what cannot be done
’ Work toward eventual sale comparable to
original order
’ Make instructions or additional
information clear
’ Keep audience interested

Bad News about People

’ Œour types of unfavorable news

‡ Refusal to write recommendation letters
‡ Rejection of job applicants
‡ ermination of employees
‡ Negative performance reviews

Negative Performance Reviews

’ Confront problem immediately

‡ Plan your message
‡ Deliver message in private
‡ Œocus on the problem
’ Mention employee·s positive points
’ Suggest ways to improve
’ Ask for employee·s commitment


’ he buffer covers a point that the reader

and the writer can agree on.

Thank you for your letter describing the

problem with your portable Sony CD
Walkman. We believe, as you do, that
electronic equipment should be built to
last. That¶s why we stand behind our
products with a 90-day warranty.


’ he reasons put the bad news in a

favorable light

wven though your Walkman is a year old

and therefore out of warranty, we can
still help.

Possible Buffers

’ Express appreciation
’ Assure audience that the matter was
given careful consideration
’ Compliment audience
’ Express understanding of the situation
and the audience·s needs

Bad News

’ Stating the bad news indirectly tactfully

leaves the repair decision to the customer
lease package your CD player carefully and
ship it to our store in Hannover. Include your
complete name, address, phone number, and a
a brief description of the problem along with a
check for $35. After examining the unit, we will
give you a written estimate of the needed parts
and labor. Then just let us know whether you
want us to make the repairs.

Close With Confidence

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

Positive Close

’ he close blends sales promotion with an

acknowledgement of the customer·s

Thanks again for inquiring about our service. I¶ve

also enclosed a catalog of our latest high-tech
electronic gear. For the month of June, Sony is
offering a ³Trade-Up Special,´ at which time you
can receive trade-in credit for your Walkman
when you purchase a newer model.

ips for Œormulating Buffers

’ Don·t beat around the bush

’ Don·t build up false hopes of positive
’ Avoid saying no
’ Avoid know-
know-it -all tone
’ Avoid wordy, irrelevant phrases
’ Don·t apologize
’ Don·t be long-
ips for Constructing Reasons
’ Begin with most positive points; move to
less positive ones
’ Don·t hide behind company policy
’ Don·t apologize³
apologize³this implies the
organization made a mistake
’ Use positive, nonjudgmental tone
’ Skip reasons if they are confidential, purely
negative, self-
self-serving, or complicated
ips for Stating Bad News

’ De--emphasize it
‡ Minimize space or time
‡ Subordinate it
‡ Embed it
’ Use conditional ´ifµ or ´whenµ statement
’ Œocus on what you did do, not on what you
didn·t do

ips for Providing Positive Close
’ Do ’ Don·t
‡ Conclude on upbeat ‡ Repeat bad news
note ‡ Apologize
‡ Propose attainable ‡ Urge additional
solution communication

‡ Provide resale ‡ Include insincere

‡ Clarify action required ‡ Anticipate problems or
doubt customer loyalty

Positive Phrasing
’ Instead of this ’ Say this
‡ We have received your ‡ We have received the
broken clock. clock you sent us.
‡ I cannot understand ‡ Please clarify your
what you mean. request.
‡ he damage won·t be ‡ he item will be
fixed for a week. repaired next week.
‡ here will be a delay in ‡ We will ship your order
your order. as soon as possible.
‡ Your account is in ‡ Corrections have been
error. made to your account.


Related Interests