BAD NEWS MESSAGES

Audience
Reaction
Approach
Begin With
Body

Displeased
Indirect
Neutral Statement
Reasons to Justify Negative
Answers, State Bad News,
Make Positive Suggestion

Conclusion Cordial

BUFFER STATEMENT
Appreciation - Express sincere thanks for
receiving something
e.g. Your cheque for Rs 5000 arrived yesterday.
Thank you.

Cooperation - Convey your willingness to

help in any way you realistically can
e.g. Employee Services is here to smooth the
way for those who work to achieve the companys
goals.

BUFFER STATEMENT
Praise - Find an attribute or achievement
to compliment
e.g. The ABC group has an impressive record
in helping clients resolve financial reporting
problems

Good News - Start with the favourable

part of your message
e.g. A replacement knob for your cooking
range is on its way by Blue Dart

BUFFER STATEMENT
Understanding - Show that you
understand the readers goals and
needs
Avoid Apologies & Negative Words
Be Brief & To The Point
Maintain A Confident, Positive Tone
Show How It Benefits The Audience

The Formula BEST for Bad

News
Begin with a Buffer
Explain giving reasons for saying no
State the bad news and how you can still
help
Tell them clearly about alternate
solutions/positive suggestions/what you
can do

Rejecting a Job Applicant

Thank you for considering ABC as the place to
start your career
The job profile clearly indicates a minimum of 5
years experience in sales. The position has
therefore been filled with a more experienced
candidate
You are welcome to re-apply when you have more
managerial experience or we could keep your
resume on file for 6 months in case a
position requiring less experience opens up

WRITING THE UNPLEASANT

De-emphasise by Minimising Space
and Time Devoted to it
Embed It in the Middle of a Paragraph
Use Conditional Statements like You
are welcome to re-apply when you have
more managerial experience
Suggest Actions for the Reader
End on a Friendly Goodwill close

How To Say Strategies

NEGATIVE
We must deny your
application

POSITIVE
The position has been
filled

Your request doesnt

make any sense

Please clarify your

request

I was shocked to learn

that youre unhappy

Thank you for sharing

your concerns about your
shopping experience

The enclosed statement Please verify the

is wrong
enclosed statement and
provide a correct copy

Refusing Requests for

Information and Favours

Do not hide behind the companys blanket

Avoid harsh words like I refuse, I will not
cannot or apologies like I am sorry to say
that you have failed
Instead of writing We must refuse, a
wholesaler could deny a discount by writing
We can grant discounts only when..
Let what you can do imply what you cannot
e.g. By saying The best we can do you
make it clear that you cannot do what the
reader has requested

Bad News About

Orders

The bad news could be

You are able to send only part of the order

You are unable to send the order

Use indirect approach for both

For partial shipments, include good news
about fulfilled part
Use resale information to build customers
confidence
Extend a welcome, word of praise or any
neutral statement

August 10, 2006

Mr. Sanjay Das
84, Carter Road
Mumbai
Dear Mr Das,
Ref: Your Order No. 131

Refusing Out of
Stock Order

Thanks for your order. Your interest in the patterns 10 and 12

of Konark jute carpets indicate your selective taste for quality
products.
Patterns 10 and 12 have proved to be one of our most popular
items. Even though we have doubled our production, we are
still experiencing some lags. The availability of these patterns
may take some more time. Meanwhile, you could try some
extraordinary products from Polo carpets made from the
finest quality jute fiber. Polo offers superior designs and a
guarantee for strength and durability at moderate prices.
The enclosed patterns will give you a clear idea of their quality.
You can call at 2435672 for more information or check our
latest designs online at www.polo.com. We look forward to
serving you.
Sincerely
Sunita
Encls: Sample patterns

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News with
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Declining Order
Thank You for your order of July 21 for Racold
ovens. We appreciate your interest in Racold
products which are known for their durability.
Racold ovens has a wide sales network of retailers
and we sell exclusively through them. Verma
Brothers would be our nearest authorised agents for
you. Our products are backed by a two year warranty
and our dealers would provide free service to you
during that period. You could receive an illustrative
catalogue and the latest price list from them.
Racold ovens will give you many years of
satisfactory service. We look forward to serving you
through our retailers.
Sincerely

Refusing Claims and

Adjustments
Show your full understanding of complaint as

buffer
Explain your refusal
Give factual account of transaction
Avoid abusive language so that you are not
sued for defamation
Make refusal clear by using tactful language
Suggest alternative action/ partial
adjustment/ resale information or ways to
continue business
Make no reference to your refusal at the end
Refer to enclosed sales material

POLITE REFUSAL LETTER

Dear Mr. Sharma,

Thank you for your letter of November 12, 2008. We understand
your concern. Even though the air conditioners were supplied over
a year back, we can still help. Enclosed is a voucher which entitles
you to a 50% discount on repair charges.
The H-22 split air conditioners you ordered is our best selling and
most reliable model. They are dispatched only after a thorough
check. We follow stringent quality control procedures to ensure
that the items we dispatch are in perfect condition. However, the
units may malfunction due to mishandling in transit or improper
installation. Since their warranty/ replacement period has expired,
we suggest that you get them checked by our technical staff from
our service centre in your area. The enclosed repair voucher will
help you to avail their services.
We also deal in various household appliances mentioned in the
catalogue enclosed. If you are interested in any of our quality
products, please do contact us at ..
We look forward to serving you.
Sincerely
PQR

Providing Bad News About

Products And Company
Operations

If writing within organisation,

use direct approach
If writing to outsiders, indirect
would be better
When conveying bad news
about your company, focus on
the reasons and possible
benefits

Rejecting Job Applications

Open

with direct approach

Clearly state why the applicant was
not selected
Close by suggesting alternatives
Extend good wishes

Giving Negative Performance Reviews

Purpose is to improve employee performance

So emphasize/clarify job requirements
Confront problem
Plan message
Deliver message in private
Focus on the problem
Ask for a commitment from employee
Close with willingness to help

Terminating Employment
Give reasons for this difficult action
Avoid statements that might involve
company in legal action
Present specific justification for asking
the employee to leave
Try to part amicably
Make suggestions for finding another
job, if possible

Decide which would be better

Direct or Indirect
Does your boss always wants brief
messages that get right to the point
Do you need to get the audiences
attention if they havent responded to
repeated indirect messages
Will the bad news come as a shock
Do you need to maintain a close working
relationship

PARTS OF A BUSINESS
LETTER CHECKLIST
Head Address
2. Date
3. Reference Number
4. Confidential notation
5. Inside address
6. Attention line
7. Salutation
8. Caption (subject) line
9. Body
10. Complimentary Close
1.

11.
12.
13.
14.
15.
16.

Signature
Pro-Signature
Enclosures
Copy to Notation (CC)
Initials of Typist
Post-Script