The document provides guidance on writing bad news messages. It discusses choosing between indirect and direct approaches and establishing the proper tone from the beginning. The indirect approach aims to ease the reader into the bad news and help them understand the decision is fair while still building goodwill. This is done by opening with a buffer statement, giving reasons, refusing, offering alternatives if possible, and closing positively. Specific buffer techniques are outlined as well as tips for explanation, making the decision clear, and concluding on a positive note. The direct approach is best for internal memos, routine business bad news, audiences who prefer directness, situations demanding firmness, or minor negatives.

1. WRITING BAD-NEWS
MESSAGES

2. Presentation of business
communication

3. Objectives
• Choose correctly between indirect and direct
approaches
• Establish proper tone from the beginning of
message
• Present bad news in a reasonable and
understandable way
• Write messages that motivate your audience
to take constructive action
• Close messages that build positive
relationship with your business

4. Objective of Indirect Approach
• Ease the reader/audience into the part
of the message that justifies the decision
or builds goodwill
• Convey the bad-news without bruising
the reader’s feelings
• Help reader know the decision is firm, fair,
and still build goodwill

5. Indirect Approach
• Open with a buffer statement to soften
the blow & demonstrate respect
• Give reasons for refusing
• Refuse
• Offer alternative, if possible
• Close with positive, helpful tone

6. Some Approaches for the Buffer
• Agreement
• Appreciation
• Cooperation
• Good News
• Understanding
• Fairness

7. Buffer Basics
• Avoid saying no
• Don’t build up false hopes
• Don’t Apologize
• Do make it relevant
• Do stick to the point
• Do be concise

8. Explanation and Analysis
• Begin with most positive to negative
• Don’t use company policy unless ...
• Do devote most of letter to reasons
• Do use positive/nonjudgmental tone
• Don’t apologize

9. DECISION CLEAR
• Make answer clear but positive
• Place bad-news in middle of paragraph
• Minimize space saying it; get to the point
• Use if or when to suggest conditions for
future good-news
• Don’t be blunt
• Offer alternative if possible

10. 10
• Don’t repeat bad-news
• Conclude on positive note
• Provide possible solution
• Provide resale and sales promotion
• Don’t leave area open for further discussion
• Watch doubtful/hopeful/insincere tone

11. Use of the DirectDirect Approach
• For internal memos
• For routine bad-
news to other
businesses
• For audience who
prefer direct news
• For situations that
demand firmness
• For minor negatives
• For close friends and
associates
• For bad-news first, then
reasons , then a
courteous close
• For shorter message

12. Your Mission
Review the poorly written bad-news
letter in groups and be prepared to
indicate how it could be rewritten.