BAD NEWS MESSAGES

Audience Reaction Approach Begin With Body Displeased Indirect Neutral Statement Reasons to Justify Negative Answers, State Bad News, Make Positive Suggestion Conclusion Cordial

BUFFER STATEMENT
Appreciation - Express sincere thanks for receiving something
e.g. Your cheque for Rs 5000 arrived yesterday. Thank you.

Cooperation - Convey your willingness to help in any way you realistically can
e.g. Employee Services is here to smooth the way for those who work to achieve the companys goals.

BUFFER STATEMENT
Praise - Find an attribute or achievement to compliment
e.g. Your resume shows an admirable breadth of experience which should serve you well as you progress in your career

Good News - Start with the favourable part of your message

e.g. A replacement knob for your cooking range is on its way by Blue Dart

BUFFER STATEMENT
Understanding - Show that you understand the readers goals and needs Avoid Apologies & Negative Words Be Brief & To The Point Maintain A Confident, Positive Tone Show How It Benefits The Audience

WRITING THE UNPLEASANT

De-emphasise by Minimising Space and Time Devoted to it Embed It in the Middle of a Paragraph Use Conditional Statements
You are welcome to re-apply when you have more managerial experience

Suggest Actions for the Reader End on a Friendly Goodwill close

How To Say Strategies

NEGATIVE I cannot understand what you mean There will be a delay in your order The enclosed statement is wrong You shouldnt have immersed the gadget in water POSITIVE Please clarify your request We will ship your order as soon as possible Please re-check the enclosed statement The gadget wont work after being immersed in water

Refusing Requests for Information and Favours

 

Do not hide behind the company s blanket Avoid harsh words like I refuse , I will not cannot or apologies like I deeply regret to inform you.. , I am sorry to say Instead of writing We must refuse , a wholesaler could deny a discount by writing We can grant discounts only when.. Let what you can do imply what you cannot e.g. By saying The best we can do you make it clear that you cannot do what the reader has requested

Bad News About Orders

 The bad news could be
 You are able to send only part of the order  You are unable to send the order

 Use indirect approach for both  For partial shipments, include good news about fulfilled part  Use resale information to build customers confidence  Extend a welcome, word of praise or any neutral statement

August 10, 2006 Mr. Sanjay Das 84, Carter Road Mumbai Dear Mr Das, Ref: Your Order No. 131

Refusing Out of Stock Order

Thanks for your order. Your interest in the patterns 10 and 12 of Konark jute carpets indicate your selective taste for quality products. Patterns 10 and 12 have proved to be one of our most popular items. Even though we have doubled our production, we are still experiencing some lags. The availability of these patterns may take some more time. Meanwhile, you could try some extraordinary products from Polo carpets made from the finest quality jute fiber. Polo offers superior designs and a guarantee for strength and durability at moderate prices. The enclosed patterns will give you a clear idea of their quality. You can call at 2435672 for more information or check our latest designs online at www.polo.com. We look forward to serving you.
Sincerely Sunita Encls: Sample patterns

Cushions bad News with substitute offer

Declining Order
Thank You for your order of July 21 for Racold ovens. We appreciate your interest in Racold products which are known for their durability. Racold ovens has a wide sales network of retailers and we sell exclusively through them. Verma Brothers would be our nearest authorised agents for you. Our products are backed by a two year warranty and our dealers would provide free service to you during that period. You could receive an illustrative catalogue and the latest price list from them. Racold ovens will give you many years of satisfactory service. We look forward to serving you through our retailers. Sincerely

Refusing Claims and Adjustments

 Show your full understanding of complaint as buffer  Explain your refusal  Give factual account of transaction  Avoid abusive language so that you are not sued for defamation  Make refusal clear by using tactful language  Suggest alternative action/ partial adjustment/ resale

information or ways to continue business  Make no reference to your refusal at the end  Refer to enclosed sales material

POLITE REFUSAL LETTER

Dear Mr. Sharma, Thank you for your letter of November 12, 2008. We understand your concern. Even though the air conditioners were supplied over a year back, we can still help. Enclosed is a voucher which entitles you to a 50% discount on repair charges. The H-22 split air conditioners you ordered is our best selling and most reliable model. They are dispatched only after a thorough check. We follow stringent quality control procedures to ensure that the items we dispatch are in perfect condition. However, the units may malfunction due to mishandling in transit or improper installation. Since their warranty/ replacement period has expired, we suggest that you get them checked by our technical staff from our service centre in your area. The enclosed repair voucher will help you to avail their services. We also deal in various household appliances mentioned in the catalogue enclosed. If you are interested in any of our quality products, please do contact us at .. We look forward to serving you. Sincerely PQR

Providing Bad News About Products And Company Operations



If writing within organisation, use direct approach If writing to outsiders, indirect would be better When conveying bad news about your company, focus on the reasons and possible benefits

Rejecting Job Applications

 Open

with direct approach  Clearly state why the applicant was not selected  Close by suggesting alternatives  Extend good wishes

Giving Negative Performance Reviews

       

Purpose is to improve employee performance So emphasize/clarify job requirements Confront problem Plan message Deliver message in private Focus on the problem Ask for a commitment from employee Close with willingness to help

Terminating Employment
Give reasons for this difficult action Avoid statements that might involve company in legal action Present specific justification for asking the employee to leave Try to part amicably Make suggestions for finding another job, if possible

PARTS OF A BUSINESS LETTER CHECKLIST

Head Address 2. Date 3. Reference Number 4. Confidential notation 5. Inside address 6. Attention line 7. Salutation 8. Caption (subject) line 9. Body 10. Complimentary Close
1. 11. 12. 13. 14. 15. 16.

Signature Pro-Signature Enclosures Copy to Notation (CC) Initials of Typist Post-Script