This document provides guidance on writing sensitive and negative messages, specifically adjustment letters. It discusses including context, an explanation of facts, a clear statement of the bad news, and a gesture of goodwill. Tips include avoiding repeating bad news, sandwiching it, and separating emotions from writing. When writing adjustment letters, address the reader respectfully, explain any causes and adjustments, express appreciation, and avoid recalling problems in the closing. The tone should be professional, respectful, sincere, and assertive without being defensive, demanding, or aggressive.

1. Sensitive and Negative
Messages

2. Types of Sensitive Messages
 Refusals
 Complaints
 Adjustments
 Collections
 Any others?

3. Important Components
 Context – (buffer) – introduce the subject and establish
a professional tone
 Explanation – Review the facts that lead logically to the
bad news, but try to see things from your reader’s point
of view
 Bad news – state the bad news clearly and concisely
 Goodwill – in closing, to (re)establish a strong
relationship, demonstrate your respect for the reader,
etc.

4. Tips
 Avoid repeating the bad news
 Always sandwich the bad news between less sensitive
points or gestures of goodwill
 Do not write bad news letters when you’re angry, feeling
guilty, etc. Try to separate your emotions from the writing
 Anticipate reader reactions and protests
 Be sure to explain the logical reasons for the bad news
 Address your letter to the correct person or department

5. Writing Tactful Adjustment
Letters
 Address your reader respectfully, whether you apologize,
explain, educate, or offer an adjustment.
 Explain what caused the problem if such an explanation will
help restore your reader’s confidence or goodwill.
 Explain specifically how you intend to make the adjustment if
it is not obvious in your opening.
 Express appreciation to the customer for calling your
attention to the situation, explaining that this helps your firm
keep the quality of its product or service high.

6. Writing Tactful Adjustment
Letters
 Point out any steps you may be taking to prevent a
recurrence of whatever went wrong, giving the
customer as much credit as the facts allow.
 Avoid recalling the problem in your closing (“Again, we
apologize . . .”). Close positively, looking forward, not
back.

7. Tone and Language Choices
 The tone should always be professional, respectful,
sincere, gracious, and assertive
 Avoid “charged” words – words that have very negative
connotations and may insult or anger your reader
 Avoid being defensive, demanding, aggressive, in your
tone or your language
 Remember, people usually want peaceful resolutions to
problems . . . as the saying goes “You catch more flies
with honey than with vinegar.”