BAD NEWS MESSAGESBAD NEWS MESSAGES

Your goal is to create and maintain goodwill toward your organization.

Plans For Bad News MessagesPlans For Bad News Messages

Indirect planIndirect plan

Direct planDirect plan

Indirect PlanIndirect Plan

1.1. BufferBuffer

2.2. Explanation and analysis of circumstancesExplanation and analysis of circumstances

3.3. Decisions implied or expressed with helpful suggestionsDecisions implied or expressed with helpful suggestions

4.4. Friendly positive closeFriendly positive close

Direct PlanDirect Plan

1.1. Bad news decisionBad news decision

2.2. ExplanationExplanation

3.3. Appropriate courteous endingAppropriate courteous ending

""Bad News" Response to Bad News" Response to Request/Complaint LettersRequest/Complaint Letters

When you are through writing the letter, make sure the message that you When you are through writing the letter, make sure the message that you cannot grant the request is Don't deliver the bad news in the opening cannot grant the request is Don't deliver the bad news in the opening paragraph.paragraph.     

Always try to tell what you Always try to tell what you CANCAN do before you say what you do before you say what you CAN'TCAN'T do. do.     

Explain the Explain the WHYWHY before you deliver the bad news. For many readers, before you deliver the bad news. For many readers, once they see the NO they don't pay attention to the WHY. once they see the NO they don't pay attention to the WHY.   Remember that a major goal is to maintain a positive relationship with the   Remember that a major goal is to maintain a positive relationship with the reader. Do whatever you can to help the reader understand and accept your reader. Do whatever you can to help the reader understand and accept your message.message.   

When you are through writing the letter, make sure the message that you When you are through writing the letter, make sure the message that you cannot grant the request is clear.cannot grant the request is clear.

""Bad News" letter format Bad News" letter format  (usually  (usually three or four paragraphs)three or four paragraphs)

1.1. Opening paragraph:  show appreciation for the reader, but Opening paragraph:  show appreciation for the reader, but don't deliver the "bad news" here.don't deliver the "bad news" here.  This is your buffer paragraph.  This is your buffer paragraph.     

2.2. Middle:Middle:  give the reasons why you cannot grant the request-- give the reasons why you cannot grant the request--then deliver the bad newsthen deliver the bad news..  This is the hard part of the letter to   This is the hard part of the letter to write. Remember that your goal is to help the reader understand and write. Remember that your goal is to help the reader understand and accept your decision. Try to state the refusal in a positive way. accept your decision. Try to state the refusal in a positive way. Sometimes you can soften the blow by inferring the bad news and Sometimes you can soften the blow by inferring the bad news and still leave a clear understanding with the reader.still leave a clear understanding with the reader.       

3.3. Closing paragraphClosing paragraph.. If at all possible, state something you CAN do for the If at all possible, state something you CAN do for the reader in the closing. In any case, provide the reader with a suggested action reader in the closing. In any case, provide the reader with a suggested action to remedy the situation. Close with a positive statement. to remedy the situation. Close with a positive statement.

When writing the letter, your When writing the letter, your objectives should focus onobjectives should focus on

Minimizing damage to the relationship:Minimizing damage to the relationship: Bad , news should not define Bad , news should not define the relationship. the relationship.

Showing that the decision is fair and reasonable:Showing that the decision is fair and reasonable: Imagine yourself in Imagine yourself in the reader’s shoes, and try to offer the best explanation possible. the reader’s shoes, and try to offer the best explanation possible.

Stating the bad news clearly and firmly: Stating the bad news clearly and firmly: Opening should have a buffer to minimize any damage to the relationship. Opening should have a buffer to minimize any damage to the relationship.

Use a positive or neutral opening to maintain goodwill. Use a positive or neutral opening to maintain goodwill. Body should include reasons to help the reader see it from your point of Body should include reasons to help the reader see it from your point of

view. You want to show that you are being both fair and reasonable. Be view. You want to show that you are being both fair and reasonable. Be clear and firm about the bad news, but also be brief, positive, and low key clear and firm about the bad news, but also be brief, positive, and low key about it. about it.

Closing should contain an appropriate gesture of goodwill, and perhaps a Closing should contain an appropriate gesture of goodwill, and perhaps a potential solution for the reader’s problem.potential solution for the reader’s problem.

Good News MessagesGood News Messages

State the good or neutral news..State the good or neutral news..

End pleasantly.End pleasantly.

Provide adequate details or descriptionsProvide adequate details or descriptions

Examples of Good News MessagesExamples of Good News Messages

Thank-you messagesThank-you messages Congratulatory messagesCongratulatory messages Inquiries and repliesInquiries and replies Requests and responsesRequests and responses Orders and acknowledgmentsOrders and acknowledgments Routine claims and adjustmentsRoutine claims and adjustments

Visualize the AudienceVisualize the Audience

Answer these questions to help visualize your Answer these questions to help visualize your audience:audience:

Who is my target audience?Who is my target audience? What characteristics do I know or what can I learn What characteristics do I know or what can I learn

about my target audience that will help me prepare about my target audience that will help me prepare the message?the message?

When will the audience receive the message?When will the audience receive the message? Where will the audience members be when they Where will the audience members be when they

receive the message?receive the message? Why will the audience be interested in the message?Why will the audience be interested in the message? How can I learn more about my target audienceHow can I learn more about my target audience

Organize the InformationOrganize the Information

Prepare an outline using the good news strategy.Prepare an outline using the good news strategy.

The good news strategy is based on the direct pattern.The good news strategy is based on the direct pattern. Message objectiveMessage objective Supporting informationSupporting information Closing informationClosing information

Compose a Draft Using the Good Compose a Draft Using the Good News StrategyNews Strategy

State the good or neutral news.State the good or neutral news.Place the good news at the beginning.Place the good news at the beginning.Avoid vague expressions.Avoid vague expressions.Check for the seven Cs of effective messages.Check for the seven Cs of effective messages.

Provide adequate details or descriptions.Provide adequate details or descriptions.Give enough details to ensure clarity.Give enough details to ensure clarity.Include ideas that are helpful to the receiver.Include ideas that are helpful to the receiver.Present information that will promote sales.Present information that will promote sales.

End pleasantly.End pleasantly.Conclude with a positive statement.Conclude with a positive statement.

1.1. Proofread.Proofread.

2.2. Edit.Edit.

3.3. Revise.Revise.

4.4. FinalizeFinalize

Thank-You MessageThank-You Message

Examples of Key SentencesExamples of Key Sentences

Offer extra details.

This year’s Walk in the Park raised $47,530 for the preservation and renovation fund.

End with emphasis on the receiver.Julie, you are a great volunteer; I look forward to working with you next year.

Begin with the good news.

Thank you for volunteering during Walk in the Park, the annual fundraiser for the Hampton Historical Society.

Apply the good news strategyApply the good news strategy

Congratulatory MessagesCongratulatory Messages

Begin by offering congratulations for a specific Begin by offering congratulations for a specific accomplishment.accomplishment.

Provide extra details that clearly show your Provide extra details that clearly show your sincerity.sincerity.

End with emphasis on the receiver.End with emphasis on the receiver.

Congratulatory MessagesCongratulatory Messages

Examples of Key SentencesExamples of Key Sentences

Provide extra details that clearly show your sincerity.

You will be an excellent team supervisor.

End with emphasis on the receiver.Jacqueline, please plan to attend the monthly supervisors’ meeting on October 14. A copy of the agenda is attached.

Offer congratulations for a specific accomplishment.

Congratulations on your recent promotion.