Session 5

Bad News Letter

Objective
To:
Develop skills in writing negative messages

Types of bad news

Rejection of a request
Informing an employee of impending layoffs
Refusing appointment
Reporting decline in sales and customers
Stock out
Loan cancellation
Refusing loan extension
Closing of operations
Informing someone about termination in extreme
conditions

Why is it difficult?
Sensitive issue
Cannot say no
Problem - compounded in print (no facial expressions
and voice)

How to communicate

Appreciate readers efforts

Compliment the reader
Sympathize with the reader
Apologize to the reader
Agree with the reader
Give concrete, rational explanations for refusal
Avoid negative words
Provide neutral closing

Semantics to make refusal less

painful
Avoid personal pronouns
you were lacking in essential qualifications, which is
why we
Avoid phony statements
The Axin Bank deeply cares for its customers; however for the
next five days we will be unable to provide essential services as
the Bank is currently undergoing some upgrades.

(could have provided alternatives for smooth

transactions)

Semantics to make refusal less painful

Avoid stating bad news in the opening line

We regret that we will not be able to offer you
appointment in our company
Give reasons for the bad news
- Show that the decision is fair and reasonable

Use positive language

Negative:

Your misunderstanding of your policy

prompts your accusation that we are at fault.
Positive: Section 3 of your policy makes us responsible
only when we service the equipment.
Negative:
I regret the inconvenience caused you by
the breakdown of the equipment.
Positive: The repaired equipment should give you years
of good service.
Negative:
We must refuse your request to use our
equipment.
Positive: As we are a state office, our equipment can be
used for government purposes only.

Common Negative Words

Afraid
Allege
Beware
Careless
Decline
Disappoint
Fail
Inconvenience
Unfortunate
Waste
Worry

Alibi
Apology
Blame
Complaint
Difficult
Fault
Impossible
Misunderstandi
ng
Ruin
Unfair
Wrong

Check list
1. Organisation of the letter
- address of recipient and sender
- date
- salutation
- closing

Check list
2. Structure
appropriate buffer statement
explanation is it reasonable?
Is the bad news delivered clearly?
- If explicitly stated, does the bad news fall in the middle
of the paragraph?
- If implied, is it clear to the reader that the answer is
no?
Has each issue been addressed?
Does the message have a goodwill ending
Does it close the door on the subject?

Check list
3. Language and Grammar
Is the message free of grammatical, spelling and
punctuation error?
Does the explanation para have a proper structure?
Do the paras have proper transition sentences?
Does the message avoid negative language?

Check list
4. Style
Does the message address the appropriate audience?
Is the tone appropriate?
Does it reflect that the reader has given some
thought to the request?