This document provides guidance on preparing bad news messages using an inductive approach. It recommends beginning with a neutral opening statement, presenting facts and reasons for the bad news or refusal in the body, and closing by shifting focus to maintaining a positive relationship. Exceptions when an inductive approach is not needed include repeated requests, small matters, ridiculous/illegal requests, or when asserting authority. An activity asks the reader to draft a message to a hotel refusing to pay a bill due to air conditioning and food quality issues during an event.

1. PREPARING BAD NEWS
MESSAGES
Abha Chatterjee
Iim indore

2. INDUCTIVE APPROACH
Channel choice
Commitment to tact
Cultural concerns
Inductive approach to build goodwill

3. ADVANTAGES OF INDUCTIVE
APPROACH
Identifies subject without turning off receiver
Presents reasons before refusal – more like to
be received
Avoids negative reaction
De-emphasises refusal by closing on a neutral
or pleasant note

4. EXCEPTIONS
1. Message is second response to a repeated
request
2. Small, insignificant matter is involved
3. Request is ridiculous, illegal, immoral,
unethical, or dangerous
4. Sender – recipient relationship is close and
long standing
5. Sender wishes to demonstrate authority

5. DEVELOPING A BAD NEWS
MESSAGE
Opening – begin with a neutral statement that logically
leads to the refusal or bad news
Body - present facts, analysis, reasons for the
refusal or bad news
state bad news using positive tone and de-
emphasis techniques
include a counter proposal or “silver lining”
idea
Closing – provide information that shifts focus away
from bad news to a continuing relationship
with the receiver

6. ACTIVITY
You are the manager of Batliwala Inc. and have
just received the bill for the annual dinner of
your organisation, hosted at Hotel Mashaal.
You were responsible for the arrangements.
During the event, the air-conditioning was not
functioning properly and the quality of the food
left much to be desired. Write to Hotel Mashaal
stating that you do not feel that the Bill is
justified in the light of the problems that you
faced during the event.