WRITING BAD-NEWS
MESSAGES
©1999 Prentice-Hall, Inc.
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Objectives
• Choose correctly between indirect and direct
approaches
• Establish proper tone from the beginning of message
• Present bad news in a reasonable and understandable
way
• Write messages that motivate your audience to take
constructive action
• Close messages that build positive relationship with
your business
©1999 Prentice-Hall, Inc.
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Objective of Indirect Approach
• Ease the reader/audience into the part
of the message that justifies the decision
or builds goodwill
• Convey the bad-news without bruising
the reader’s feelings
• Help reader know the decision is firm,
fair, and still build goodwill
©1999 Prentice-Hall, Inc.
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Indirect Approach
• Open with a buffer statement to soften
the blow & demonstrate respect
• Give reasons for refusing
• Refuse
• Offer alternative, if possible
• Close with positive, helpful tone
©1999 Prentice-Hall, Inc.
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Some Approaches for the
Buffer
• Agreement
• Appreciation
• Cooperation
• Good News
• Understanding
• Fairness
©1999 Prentice-Hall, Inc.
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Buffer Basics
• Avoid saying no
• Don’t build up false hopes
• Don’t Apologize
• Do make it relevant
• Do stick to the point
• Do be concise
©1999 Prentice-Hall, Inc.
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Reasons for Refusal Basics
• Begin with most positive to negative
• Don’t use company policy unless ...
• Do devote most of letter to reasons
• Do use positive/nonjudgmental tone
• Don’t apologize
©1999 Prentice-Hall, Inc.
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Stating the Refusal
• Make answer clear but positive
• Place bad-news in middle of paragraph
• Minimize space saying it; get to the point
• Use if or when to suggest conditions for
future good-news
• Don’t be blunt
• Offer alternative if possible
©1999 Prentice-Hall, Inc.
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Bad-News Closings
• Don’t repeat bad-news
• Conclude on positive note
• Provide possible solution
• Provide resale and sales promotion
• Don’t leave area open for further
discussion
• Watch doubtful/hopeful/insincere tone
©1999 Prentice-Hall, Inc.
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Weigh the Indirect to Direct
Approaches
©1999 Prentice-Hall, Inc.
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Use of the Direct Approach
• For internal memos
• For routine badnews to other
businesses
• For audience who
prefer direct news
• For situations that
demand firmness
©1999 Prentice-Hall, Inc.
• For minor negatives
• For close friends and
associates
• For bad-news first,
then reasons , then
a courteous close
• For shorter message
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And Now For Some Examples
©1999 Prentice-Hall, Inc.
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Your Mission
Review the poorly written badnews letter in groups and be
prepared to indicate how it could
be rewritten.
©1999 Prentice-Hall, Inc.
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