BAD NEWS MESSAGES

IN BUSINESS WRITING
JAYSON LAJOS
Bad News Messages in Business Writing

In business writing, a bad-news message is a letter, memo, or email that

conveys negative or unpleasant informationinformation that is likely to
disappoint, upset, or even anger a reader.

Bad-news messages include rejections (in response to job applications,

promotion requests, and the like), negative evaluations, and announcements of
policy changes that don't benefit the reader.
Indirect Organizational Approach
Use this approach when the audience is emotionally involved or will
be displeased by the bad news.
Buffer
Begin with a neutral or positive statement.
Reasons
Logically, neutrally, and briefly explain the reasons for the
bad news.
Bad News
State the bad news clearly and concisely. Emphasize any
good news; de-emphasize bad news.
Positive Close
Close with a positive, pleasant, forward-looking statement.
Dear Ms. De Lima:

We apreciate your application for the position of executive secretary. Your

academic record and previous secretarial experience indicate your desire to work hard. The
panel that interviewed you believes you have much to offer our company.

The selection process was quite difficult as there were over fifty applicants for
this position. However, after much thought and consideration, we have decided to hire an
applicant with over fifteen years of experience in IT-based offices.

Thank you for thinking of us. Your resume and credentials show you to be a
deserving candidate. Your good communication skills will certainly help you find a secretarial
position in other well established companies.

Sincerely,

Ms. Gloria Barrera

Direct Organizational Approach

Use this approach if you know that the audience prefers the bad
news first, if the situation is routine or minor, if the reader is not likely
to be disappointed by the news, or if you know that firmness is
needed
Bad News
State the bad news up front.
Reasons
Explain the reasons for the bad news. Offer some
alternatives if you can.
Positive Close
Close with a positive statement: something aimed at
Soothing the reader.
 KEY TAKEAWAY
Delivering negative news involves a buffer statement, an explanation,
the negative news itself, and a redirecting statement. Whether you
choose a direct or an indirect approach, the message should be
delivered clearly and concisely, with respect for the receiver and the
organization.
Complaint or Claim and Adjustment Letters

When an error or a mistake happens in a business transaction, the aggrieved

party writes a letter of complaint in which the recipient answers or does
something to correct the error or mistake.

A letter of complaint, also called a claim letter, may get the desired result if in
the transaction of the merchandise, it carries with it a warranty. While the
complainant may yet write his complaint about the item he has brought and he,
himself, present it at the outset to the dealer who sold the said item, the
existence of a warranty alone and its presentation can solve the problem. When
this warranty is used for its intended purpose, it will preclude further arguments
between the complainant and the recipient of the complaint, and will elicit
action right away.
Ineffective when:
Done in anger
Threatening

Practice:
Restraint
Be specific
Clear about the action wish to be done
Request and Adjustment Letters

Said letters are written when an item breaks or wears out and a spare parts
replacement is needed. Make your letter brief giving the necessary information or
description of the part or item needed by referring to the literature, if, any, that
came with the product when it was bought. Ask for its price and express your
willingness to pay reasonable additional cost, its availability and whether you are
to pick it up or have it delivered.
SHORT QUIZ

1. Its job is to convince the reader or the receiver to take an action that on the s
urface is not directly beneficial.

2-5. Give 5 Tips on How to Plan Persuasive Messages

6-10 give 5 atleast 5 pointers to remember in writing fundraising messages

Negative news message as introduction
11. Your request for leave has been denied.
12. We regret to inform you that your request has been denied.

13-15. When writing claim letters, we should practice ________, ________ and
_____________.