Writing Bad-News

Messages

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Three-Step Writing Process

1 2 3
Planning Writing Completing

Analyze the Organize the Revise the

Situation Message Message
Investigate
Compose the Produce the
the
Message Message
Topic
Adapt to the Proofread the
Audience Message

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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
Flow of the
Message

Bad News Reasons Positive

Close

Step 1 Step 2 Step 3

Substance of the
Message

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 The Indirect Approach
Flow of the
Message

Buffer Reasons Bad Positive

News Close

Step 1 Step 2 Step 3 Step 4

Substance of the
Message

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 Begin With a Buffer
Sincere

Relevant

Not Misleading

Neutral
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 Begin With a Buffer
Respectful

Succinct

Assertive

Brief
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 Provide Reasons
That Support the Refusal
• Cover positive points
• Provide relevant details

• Highlight benefits
• Minimize company policy
• Avoid apologizing

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 State the Message
De-emphasize the Bad News

Use a Conditional Statement

Focus on the Positive

Avoid Blunt Language

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 Close With Confidence
Maintain a Positive Tone

Limit Future Correspondence

Be Optimistic About the Future

Remain Confident and Sincere

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 Writing Bad-News
Messages
• Routine requests
• Organizational news
• Employment
information

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 Routine
Workplace Requests

Business Invitations
Information and Favors

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 The Status of Orders

Ship Part Ship None

of the Order of the Order

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 Claims and Adjustments
Things to Employ Things to Avoid

Courtesy and Tact Accepting Blame

Indirect Approach Accusations

Understanding Negative Language

Possible Alternatives Defamation

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 Organizational News
Products Operations

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 Letters of
Recommendation
Requested Requested
by Businesses by Individuals

Practice Recognize
Be Direct State Facts
Diplomacy Feelings

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Employment Applications
Use a
Direct Approach

State Reasons
Clearly

Suggest
Alternatives

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Performance Reviews
Review Job
Requirements

Provide
Feedback

Develop a
Plan of Action
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 Negative
Performance Reviews
• Confront the problem
• Plan the message
• Maintain privacy
• Focus on the problem
• Obtain commitment

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