This document provides guidance on writing effective bad news messages. It recommends adopting a positive attitude by putting oneself in the reader's shoes and avoiding criticism. It suggests using an indirect approach with a buffer, explanation, implied decision, and positive close. Direct plans can be used for routine messages. When refusing requests, honesty and tact are important. Admitting mistakes upfront and including appreciation when resigning are also advised. The overall goal is to convey bad news respectfully while maintaining goodwill.

1. WRITTEN COMMUNICATION
BAD NEWS MESSAGES

2. BAD NEWS MESSAGES
• 1. The Right Attitude
• Plans for Bad news Messages
• Negative Replies to Requests
• Un favorable Unsolicited Messages

3. THE RIGHT ATTITUDE
• In negative messages your tone will help determine your
effectiveness .
• A. Put yourself in the readers place, your goal is to convince
your reader that your decision is fair .necessary, reasonable
and will prove advantage in the long run .
• B. Avoid using rules or policy with no further explanation.
• C .Assume that the customer wants to do the right thing
even though she or he may be mistaken.
• D . Single people out when you praise them put them in a
group when you criticize.
• E .Be courteous and shield the readers pride.
• F. Talk with ,not down to , the reader.

4. PLANS FOR BAD NEWS MESSAGES
• INDIRECT PLANS
• Most often you will use an indirect
organizational approach for bad news
messages.
• eg ..We regret that we are unable to refund
your money on the merchandizes you ordered
• eg ..Your application for a loan has been
denied.

5. • 1. Buffer
• 2.Explanation and Analysis
• 3 .Decision implied or expressed
• 4 .Friendly ,positive close.

6. Buffer
• Agreement ..agree with your reader for
something .
• Appreciation ..thank you reader.
• Assurance ..
• Compliment
• Cooperation
• Good News
• Neutral courtesy…such as changing the word ..
• Understanding

7. Explanation and analysis
• Try to convince the reader you are acting in his
or hers interest in long run .
• Explain courteously all relevant facts
• Show that the request has been carefully
considered for the reader benefit .

8. Decision implied or expressed with
resale or helpful suggestions
• If the reasons are so clear that your reader will
conclude you must refuse ,you can omit
negatives entirely and make the bad news
clear by implications.
• If the implied decision might be
misunderstood ,express your decision clearly
near the end of the explanation .
• If desirable ,resell the reader on your company
services and policies.

9. • Friendly positive close

10. Direct Plan
• A direct approach can be used when the
message is routine when the reader is known
for preferring directness or when the message
is urgent.

11. Negative Replies to request
• Honesty ,tactfulness and caution are
necessary when responding to a request for
recommendation for a person you have un
favorable information.

12. Refusing Adjustments on claims and
complaints
• The customer is at fault regarding a product .
• When the customer is at fault special tact
must be used in rejecting requests.
• Un salability of return product. eg drugs and
garments.
• The customer is mistaken about an account or
a service .eg ..unwarranted claim about
account balances.

13. • Unjustified gripes about company services.

14. Refusing Credit
• When refusing you should try to keep the
readers goodwill and perhaps continued
business on cash basis .
• A persons credits reputation is important.

15. Retail Credit Refusals
• For various reasons approving credit for some
customers may be undesirable.

16. Acknowledging orders you cannot fill
now or not at all
• Incomplete or vague orders
• Orders out of stock items to be back ordered
• Orders for out of stock items for which you
suggest a substitute .

17. Declining invitations and request for
favors
• A refusal to speak to conference

18. UNFAVORABLE UN SOLICITED
MESSAGES
• Announcing bad news about prices or services
• Penalizing for non conformity to rules or
procedures .

19. Conveying other bad news
• When you have made a mistake it is often best
to admit your error in the beginning of your
message.
• Letters of Resignation should include a
REASON, appreciation for people you are
leaving and cordial ending.