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1. CHAPTER 8
Writing Negative or
Bad news messages

2. Chapter’s contents
•Strategies for organizing bad news
messages
•Refusing adjustments for claims and
complaints, refusing to extend credit
•Writing termination letters, job
refusal letter and negative
performance review

3. 1. Planning
2. Writing
3. Completing
The Three-Step Process

4. 3 STEPS PROCESS WRITING

5. • Analyze the situation
• Determine your purpose
• Profile the audience
• Gather information
• Choose a medium
1. Planning Negative Messages

6. • Maintain a “you” attitude
• Build credibility
• Protect company image
• Avoid accusations
• Write clearly
• Be sensitive
2. Writing the Message

7. • Revise the content
• Produce a professional
message
• Proofread the message
• Deliver the message
3a. Completing the Message

8. • Choose the best approach
• Adapt to the audience
• Maintain high standards of
ethics and etiquette
3b. Completing the Message
(contd)

9. Maintain high standards of ethics
and etiquette
• You need to adhere to a variety of laws and
regulations when delivering negative
messages
• Good ethical practice demands care and
sensitivity in the content and delivery
• Communicator need to manage his/her
emotions while crafting and distributing
negative messages

10. Goals while delivering Negative
Messages
• Convey the message
• Gain acceptance for it
• Maintain goodwill
• Promote a good corporate image
• Minimize future correspondence

11. • Will the bad news come as a shock?
• Does the reader prefer short messages that
get right to the point?
• How important is this news to the reader?
• Do you need to maintain a close working
relationship with the audience?
• Do you need to get the reader's attention?
• What is your organization's preferred style?
• How much follow-up communication do you
want?
Choosing the Best Approach

12. Direct Approach
• Firmness is needed
• Bad news won’t
come as a shock
• Situation is routine
or minor
• Audience prefer bad
news first
Indirect Approach
• Audience will be
displeased
• Audience is
emotionally attached

13. When to Use the Direct Strategy
● When the bad news is not damaging (such as a
small increase in cost)
● When the receiver may overlook the bad news.
Changes in service, new policy requirements,
legal announcements)
● When the organization or receiver prefers
directness.
● When firmness is necessary. (seek payment of
overdue accounts may require a direct opener)

14. When to Use the Indirect Strategy
● When the bad news is personally upsetting.
(Layoff notice)
●When the bad news will provoke a hostile
reaction. When your message will irritate
● When the bad news threatens the
customer relationship.
● When the bad news is unexpected.

15. 1. State the bad news
2. Give reasons
3. End with a positive close
The Direct Approach

16. 1. Begin with a buffer
2. Follow with reasons
3. State the bad news
4. End with a positive close
The Indirect Approach

17. Select the approach(practice)
• An email to your boss to tell him that one of your
key clients is taking its business to your
competitor’s accounting firm
• An email to a customer informing him that one of
the books she ordered over internet is temporarily
out of stock
• A letter from a travel agent to a customer stating
that the airline will not return his money for the
flight he missed but his tickets are valid for one year

18. Buffer
• A neutral uncontroversial statement that is
closely related to the point of the message.
Buffer establishes common ground with the
reader.
• Buffers are unethical only if they are deceptive
or insincere, showing concern can never be
deceptive

19. • Things to do
–Show appreciation
–Pay attention
–Compliment reader
–Be understanding
–Show sincerity
• Things to avoid
–Saying “no”
–A know-it-all
tone
–Wordy phrases
–Apologies
–Lengthy buffers
1. Begin With a Buffer

20. • De-emphasize the bad news
• Use a conditional statement(if or
when)
• Emphasize what you can do or
have done rather than what you
can’t do.
2. State the Bad News

21. • Explain why the news is negative
• Adjust the amount of details to fit the situation
and the audiences’
• Avoid explanation when the reasons are
confidential
• If appropriate state how you plan to correct or
respond to the negative message
• In case of uncertainty seek the advice of the
lawyer
3. Provide Reasons and
Information

22. • Express best wishes without being falsely
positive
• Avoid negativity or uncertainty
• Encourage future correspondence only if
you are willing to discuss the situation
further
• Be optimistic about the future
4. Close on a Positive Note

23. • Attention
• Interest
• Desire
• Action
1.The AIDA Model
(The 4 elements that are included in indirect plan)

24. Phase Objectives
• Attention
• Interest
• Desire
• Action
• Get the reader’s attention with the benefits
that are of real interest and value
• Build reader’s interest by further employing
and appealing his or her logic or emotions
• Build desire by providing additional
supporting details and answering potential
questions
• Mention the reader to take the next step by
closing with a compelling call to action and
providing convenient means to the reader to
respond

25. Scenario
A valued customer of InterWood Home Store
had ordered a recliner along with an all-round
ottoman which is the hottest selling product
of your store. The order of recliner is ready to
be dispatched, but you are out of stock for the
ottoman. As the customers relationship officer
of the company, write a letter to give the
news of delay in the shipment of the order

26. Sample Buffer
Thank you for your recent order. The Special
Edition recliner with the customized leather
trim you requested is being shipped today
Convey the good
news first

27. Explains
the
delay
Implies the
actual bad
news by
telling the
client
what’s
being done,
not what
can’t be
done
Reason for the Bad News
The all-round ottoman has
proved to be one of our hottest
selling items. Even though we
have doubled our production of
model, we still have slight order
backlog. Your ottoman will be
shipped no longer than the
second week of December, way
before the new year celebrations.
Cushions bad news
with a pledge to ship
by a definite time

28. Close on a Positive Note
By the way, we continue to
expand the Special Edition line, if
at some point you would like to
complement your new recliner
and ottoman with other
furniture items, I would be
happy to discuss the fabric and
design options. Of course you
can always view the newest
models online at
www.interwood.com.
Encourage
future
purchasing,
but
addressing
to the
customers’
need rather
than
InterWood’s
Foster a
positive
ongoing
relationship
by inviting
inquiries
&reminding
customers
about the key
benefits

29. • Select the approach
• Manage your time
• If the matter is closed, don’t imply
that it’s still open
• Offer alternatives if you can
• Don’t imply that other assistance or
information may be available if it isn’t
Routine Matters

30. • Things to employ
–Courtesy and tact
–Indirect approach
–Positive attitude
–Understanding and respect
• Things to avoid
–Accepting blame
–Accusations
–Defamation
–Negative language
Claims and Adjustments

31. • Match the approach to the situation
• Consider unique needs of groups
• Give each group time to respond
• Plan a sequence of announcements
• Plan for and manage a response
• Stay positive, but be realistic
• Minimize the element of surprise
• Seek expert advice if you’re not sure
Claims and Adjustments

32. • Confront the problem because avoidance make
then worse, but ensure to document
• Plan the message; be clear & support with
examples
• Deliver message in private; ensure its face to face
• Focus on the problem
• Ask for employee commitment and set schedule for
improvement and follow up
Negative Performance Reviews

33. • Present reasons for this action
• Avoid statements that could lead to a
wrongful termination lawsuit
• Leave situation between terminated
employee and firm as favorable as
possible
Termination Letters

34. Useful Tips
Readers may react positively when benefit are shown
to them.
Some positive words to which people react positively
include; benefit, cordial, happy, help, generous, loyal,
pleasure, thanks, thoughtful etc
Some negative words which generally arouse negative
reaction of people include; blame, complaint, failed,
fault, negligence, unfair, trouble, regret etc
Always try to address his/her need and want.

35. Examples
Negative expressions
1. We are unable to serve
you, so please call your
nearest dealer
2. Due to your inexperience
in the field of management
you are misfit for the job
3. Your request doesn’t make
any sense
4. I was shocked to learn that
you’re unhappy
Positive alternatives
1. We sell exclusively through
retailers, the one nearest
you carries our merchandise
2. When you have more
managerial experience, you
are welcome to reapply
3. Kindly clarify your request
4. Thank you for showing your
concerns .

36. Examples
Negative expressions
5. The damage won’t be fixed
this week
6. Unfortunately, we have not
received the consignment
sent by you
7. The enclosed statement is
wrong
Positive alternatives
5. The damaged items will be
repaired the next week
6. Your consignment hasn’t
arrived yet
7. Please verify the enclosed
statement and provide the
correct copy

37. Practice
Write a job refusal letter to Ms. Amna who had
applied for the post of sales and marketing
supervisor in your company.

38. Job Refusal Letter
June 7, 2012
Ms. Amna Shariq
56, Sunset Boulevard
DHA Phase II
Karachi, 3202
Dear Ms. Amna
Thanks for letting us review your résumé submitted for our sales and marketing supervisor
We received a number of impressive résumés for this opening. Although another
candidate was selected, your interest in our organization is appreciated. I am writing to you
Immediately so that you may continue your search for a position at another organization,
With your credentials I am certain you will find a suitable position because you
have a great deal to offer. Please accept my best wishes for the future.
Sincerely,

39. 7Cs Practice
• We need that report as soon as possible (Revise for
concreteness)
• I have given you permission to attend the employees training
programe (Apply You attitude)
• You failed to deliver the customer’s order on time.
• You must correct all five copies by noon. (Apply consideration )
• Why didn’t you read through the user manual of the split AC
(Revise for Courtesy)
• We offer MP3 players with 50, 75, or 100 gigabytes of storage
capacity. (Apply You attitude)
• It is impossible to repair your laptop today. (make it positive)

40. THANK YOU