Written Communication

Preparing good news messages:

Good news and neutral messages predominantly follow a deductive or direct sequence approach,
where the message begins with the main idea, followed by supporting details.

The sequence of good news message either through written or oral format is depicted in Figure 3.1

Fig3.1 Sequence of good news or neutral message

State the pleasant or main

idea (Opening)

Provide details and

explanation (Body)

Reminds receiver of the

good news or main idea and
includes a future oriented
closing thought (Closing)

The advantages of using deductive approach to convey a good news or routine message is

 The first sentence is easy to write, the details can be added easily.
 The first sentence grabs the attention of the receiver and puts him in a pleasant state of
mind, since the message communicated is good or routine information.

Positive news, thank you note and appreciation messages are examples of good news messages.

An appreciation message should follow the following guidelines to realise the full potential.

 It has to be sent in a timely manner- Sending appreciation message within few days of the
circumstance will emphasize the genuineness of the efforts.
  Exaggeration should be avoided at all cost – Exaggeration may sound insincere.
 Specific comments should be included about notable qualities or performance.

Examples of good news, appreciation and routine messages have been enclosed for reference.

Fig 3.1 Example of a good news message

Fig 3.2 Example of good appreciation message

Fig 3.3 Example for a poor routine claim.

Fig 3.4 Example of a good routine claim

Fig 3.5 Example of a good response to a favourable routine claim

Fig 3.6 Example of a poor response to a favourable routine claim

Fig 3.7 Example of a good routine request

Fig 3.8 Example of a poor routine request

Fig 3.9 Example of a good response to a routine request

Fig 3.10 Example of poor response to a routine request

Communicating bad news:

Since bad news has the potential to create negative effect on the goodwill, caution must be
exercised while planning bad news messages.

Inductive approach is adopted to communicate bad news.

The inductive approach begins with details and then works on the general; hence in communicating
bad news messages, the reason for the bad news is presented, followed by the bad news.

The process of communicating bad news is as follows.

1. Begin with a neutral statement that logically leads to the bad news
2. Present facts, analysis and reasons
3. State bad news using positive tone
4. Include a silver lining
5. Provide information that shifts focus away from the bad news and to a continuing
relationship with the receiver.

Advantages of inductive approach:

 It identifies the subject of the message without initially turning off the receiver
 It presents the reasons before the bad news or refusal
 It avoids the immediate negative reaction
 It de-emphasises the refusal by closing on a neutral or positive note.