Bad News Messages

1
Introduction
• A message that wouldn’t receive positive
feedback.
• One has to be careful to compose such
messages to avoid effecting one’s feelings.
2
Resolving Business Problems(If Simple)
• Call the individual involved.
• Describe the problem and apologize.
• Explain
– Why the problem occurred
– What you are doing to resolve it
– How you will prevent the problem from
happening again
3
Resolving Business Problems
• Follow up with a letter that
– Documents details discussed in the phone call
– Promotes goodwill
4
The Indirect Strategy
1. Buffer
2. Reasons
3. Bad News
4. Closing
5
6
WHAT IS A BUFFER?
Buffer is a neutral statement that must

establish a common bond between receiver
and the sender.
7
Things to remember……
• Accept that your bad news represents a firm
decision
• Understand that, under the circumstances, your

decision was fair and reasonable
• Remain well disposed towards your business
• Preserve your pride

8
Possible Buffers for Opening Bad-News
Messages
• Best news
• Appreciation
• Agreement
• Facts
• Understanding
• Apology
9
Messages
10
Messages
11
Messages
12
Messages
13
Messages
14
Messages
15
Presenting the Reasons
• Be cautious in explaining.
• Cite reader benefits, if possible.
• Explain company policy, if relevant.
• Choose positive words.
• Show that the matter was treated seriously
and fairly.
16
Techniques for Deemphasizing Bad
News
• Avoid the spotlight. Put the bad news in the

middle of a paragraph halfway through the
message. (See pg 203)
• Use a long sentence. Don’t put the bad news in
a short, simple sentence.
17
News
• Use the passive voice.
Instead of this: Try this:

We cannot make a A contribution cannot be
contribution at this time. made at this time.
18
News
• Be clear but not overly graphic.

Our investigation reveals Our investigation reveals
that you owe three that your employment
creditors large sums and status and your financial
that you were fired from position are unstable at
your last job. this time.
19
News
• Imply the refusal.

We cannot contribute to Although all our profits
your charity this year. must be reinvested in our
company this year, we
hope to be able to support
your future fund-raising
activities.
20
News Pg: 209
• Suggest an alternative.
Although the cashmere sweater cannot be sold at the
erroneously listed price of $18, we can allow you to
purchase this $218 item for only $118.
21
Using the Passive Voice
• Passive-voice verbs focus attention on

actions rather than on personalities. They
are useful in being tactful.
Active voice: Passive voice:
I cannot allow you to Return of the DVD player is
return the DVD player not allowed because . . . .
because . . . .
22
• Passive-voice verbs focus attention on

actions rather than on personalities. They
are useful in being tactful.
Active voice: Passive voice:
Ryan checked the report, The report was checked,
but he missed the error. but the error was missed.
23
• Examples of “helper” verbs forming passive

voice:
– The report was checked.
– The schedule is being revised.
– Invitations were sent.
24
Closing Bad-News Messages
Pg: 209
Avoid endings that sound canned, insincere,
inappropriate, or self-serving. Try to personalize
the closing with
Forward Look
An alternative to the refusal
Resale or sales promotion
Good wishes
Freebies
25
Writing Plan for Refusing Requests or
Claims
Buffer
–Start with a neutral statement on which both reader and
writer can agree, such as a compliment, an expression of
appreciation, a quick review of the facts, or an apology.
–Try to include a key idea or word that acts as a
transition to the explanation.
26
Claims
Reasons
– Present valid reasons for the refusal, avoiding words that
create a negative tone.
– Include resale or sales promotion, if appropriate.
Bad News
– Soften the blow by positioning the bad news strategically,
using the passive voice, accentuating the positive, or
implying a refusal.
– Suggest a compromise or substitute, if possible.
27
Claims
Closing
–Renew good feelings with a
positive statement.
–Look forward to continued
business.
–Avoid referring to the bad
news.
28
Writing Plan for Announcing Bad News to
Customers and Employees
Buffer
– Open with a compliment, appreciation, facts, or some
form of good news.
– Include a key idea that leads from the opening to the
reasons.
29
Reasons
– Explain the logic behind the bad news.
– Use positive words.
– Try to show reader benefits, if possible.
Bad News
– Position the bad news so that it does not stand out.
Consider implying the bad news.
– Suggest a compromise or substitute, if possible .
30
Closing
– Look forward positively.
– Provide information about an alternative, if
appropriate.
31

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1

Buffer is a neutral statement that must

• Understand that, under the circumstances, your

• Remain well disposed towards your business

• Preserve your pride

• Avoid the spotlight. Put the bad news in the

• Use the passive voice.

Instead of this: Try this:

• Be clear but not overly graphic.

• Imply the refusal.

• Passive-voice verbs focus attention on

• Passive-voice verbs focus attention on

• Examples of “helper” verbs forming passive

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