In this lecture we work the most important point is good news letter and bad news letter plan.

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Islamia University of Bahawalpur
ENGLISH LANGUAGE
Instructor Name: Saniah Saleem
Class: BBA (HONS) First Semester 2018
Department of Management Sciences
Good News Messages and Bad News Messages
Direct Plan
Direct Plan
A direct approach can be used when the messages is routine, when the reader is known for
preferring directness, or when the message is urgent.
1. A Routine: matter on which the reader is likely not to be seriously disappointed or
emotionally involved.
2. A Reader: who is known to prefer reading Bad News in first paragraph?
3. An Urgent: message that should be called to the reader’s attention forcefully.
4. Negative Replies to Requests: Honesty, tactfulness, and precautions are necessary
when responding to a request for a recommendation for a person about whom you have
unfavorable information.
5. Announcing Bad News About Prices or Services: When your firm finds it necessary to
increase prices or cut services to customers, a buffer Opening followed by reasons before
starting the negative decision will help break the news gently.
Bad news Messages
Plan for Bad news Messages
1. Every bad-news massage has an underlying objective,
2. To present the unpleasant facts in such a way that the reader will consider you fair and
reasonable and preferably remain a friend of the organization you represent.

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Indirect Plan
• Most often, you will use an indirect organizational approach for bad-news messages.
• Buffer
• Explanation: and analysis of circumstances
• Decisions: implied or expressed with resale and / or helpful suggestion
• Friendly: positive close
BUFFER
• Buffer should be natural in tone, avoid misleading the reader into thinking the news is good.
Ways to Begin a Bad-News Letter
1. Agreement
2. Appreciation
3. Assurance
4. Compliment
5. Cooperation
6. Good-News
7. Neutral Courtesy
8. Understanding
1. AGREEMENT
Agree with your reader on something, if possible (perhaps business conditions, cost, or any other
pertinent item).
2. APPRECIATION
Thank the reader (for a check, information, application, request, inquiry, cooperation, or
whatever applies).
3. ASSURANCE
Assure the reader of your careful consideration and honest explanation of all available facts
about the problem.
4. COMPLIMENT
Try to compliment the reader on something good about his or her past record or request
(sincerity, careful listing facts, or others).
5. COOPERATION
Show a sincere desire to be as helpful as possible.

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6. GOOD NEWS
If you can grant any part of a request, and you think your reader will be pleased, begin with that
good news.
7. NEUTRAL COURTESY
Keep your opening paragraph noncommittal. For instance, if you must announce a price
Increase or service decrease, use a neutral word such as change.
8. UNDERSTANDING
Show that you understand or sympathize with the reader’s problem.
Explanation & Analysis
1. Try to convince the reader you are acting in his or her best interest in the long run or
according to a policy that is enforced equally for all.
• Explain courteously all relevant facts behind your decision.
• Show that the request has been carefully considered for reader’s benefit as well as
your company’s.
Decision
a. Implied: If the reasons are so clear that your reader will conclude you must refuse
the request.
b. Expressed: If an implied decision might be misunderstood, express your decision
clearly at the end of explanation.
2. Friendly Positive Close
a. Endings should be positive, with reader friendly requests, assurance and reader
benefits.
b. Offer assurances that you appreciate reader as a customer (or as an interested
inquirer and possible future customer).
c. Invite Future, patronage, cooperation, or compliance with decision.
d. Make clear whatever action is required, when to do it, and how to do it.
e. Express continued interest, service & reader benefit or sincere wishes for reader’s
success with alternatives.

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Conveying Other Bad News
As a rule, you can handle most of them well by the bad-news plan.
1. One exception to the usual rule for customer bad-news letter’s is when you must
confess that you made a mistake that is not in the customer's favor.
2. In such cases, it is often better to admit you're in the opening.