Negative and Sensitive News

Hartaj.Sanghara@ubc.ca
 Objectives
— Apply principles of technical communication (“6Cs”)

— Develop your professional style

— Learn the types of routine messages

— Learn guidelines and formats for emails/memos

— Workshop
— Activity – Article

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 Types of Routine Messages
— Positive/Neutral Messages
— Provide positive or neutral information to an audience on
business operations, projects, products, or services

— Negative Messages
— Present bad news or sensitive information on products,
services, orders, delays, projects, claims, or applications

— Persuasive/Sales Messages
— Persuade an audience to adopt a new plan or strategy,
purchase a product or service, or make a change

(Source: Communicating for Results by Carolyn Meyer)

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 Emails and Memos
Emails and memos have common elements:

q Topic – focus on one topic and main idea

q Purpose – informative message

q Style – professional style and tone (“6Cs”)

q Readability – organize or “chunk” content

q Format – header (To, From, Subject) and message

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 Email Guidelines
— Use correct formats for emails and memos

— Write a specific subject line

— Use carefully “To, CC, and Reply/Reply All” functions

— Send routine messages as regular email

— Use “high priority” symbol for important or urgent email

 Email Guidelines
— Begin and end with a greeting/salutation (email)

— Write short paragraphs and “chunk” content

— Apply ABC format and direct or indirect writing plan

— Edit for content, style/tone, and grammar

— Remember the permanence of email – call or meet in

person to discuss sensitive or confidential topics
 Negative and Sensitive News
§ To convey bad news in a clear, concise, and respectful way –
and state it only once

§ To help readers accept bad news by showing fairness and the

reason for the decision

§ To maintain a good image, goodwill, and business relationship

§ To reflect promptness, accountability, and sensitivity

§ To protect yourself and your organization from liability

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 Negative Messages

— Announcements
• New policy or procedure, rate increases, cancellation of
services, product recalls, project delays

— Assessments
• Bad news about employees’ performance or personnel issues

— Refusals
• Refusal of requests, claims, credit, or job application
(Source: Communicating for Results by Carolyn Meyer)

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ABC Format for Negative Message/Letter

Abstract
§ Statement of purpose and appreciation acts as a buffer
§ Bridge between your letter and previous communication

Body
§ Focus on what can be done or an option, if possible
§ Buffered statement of bad news or what can not be done
§ Supporting information, facts, and reason

Conclusion
§ Positive closing to continue business relationship/work
§ Next steps and timeline, if appropriate

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 Direct Approach

Use the Direct Writing Plan

§ If bad news is routine information and not serious or

harmful to an audience

§ To communicate internally on known matters, such as

changes in corporate policy or employee programs

§ To communicate externally on routine matters, such as

rate increases to customers or clients
(Source: Communicating for Results by Carolyn Meyer)

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 Direct Writing Plan

1. Bad News – State the bad news clearly and concisely

2. Explanation – Tell an audience the basic facts or only

what they need to know to justify a decision

3. Alternative or Option – Try to offer an option, only offer

what your company can do legally and realistically

4. Goodwill Closing – Positive or goodwill closing

(Source: Communicating for Results by Carolyn Meyer)

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 Indirect Approach

Use the Indirect Writing Plan

§ For serious bad news and external communication with

customers, clients, vendors, or job applicants

§ To refuse requests, claims, credit or employment

§ To convey delays about projects, products, or orders

(Source: Communicating for Results by Carolyn Meyer)

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 Indirect Writing Plan
1. Buffer – Positive statement that cushions the bad news

2. Background + Explanation – Background or reason to help

an audience understand and accept the bad news

3. Bad News + Option – Briefly state the bad news to minimize

any impact and balance with an option for the audience

4. Goodwill Closing – Positive statement or goodwill closing

(Source: Communicating for Results by Carolyn Meyer)

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 Bad News Messages
Please choose an appropriate writing plan for these messages:

q An all staff message announcing the cancellation of a

lunchtime lecture series

q A letter informing a client of a month delay for a project

q An email to your staff refusing a two-day leave to participate

in sports competition

q A memo from the executive team rejecting a manager’s

phased retirement plan
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 Coursework

§ Please read the chapter(s) in the textbook.

§ Chapter 2 – Structure
§ Chapter 3 – ABC Formats and Examples
§ Email and Memorandum

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