Bad news can be given in a positive way

1. WRITTEN COMMUNICATION
BAD NEWS MESSAGES

2. BAD NEWS MESSAGES
• 1. The Right Attitude
• Plans for Bad news Messages
• Negative Replies to Requests
• Un favorable Unsolicited Messages

3. THE RIGHT ATTITUDE
• In negative messages your tone will help determine your
effectiveness .
• A. Put yourself in the readers place, your goal is to convince
your reader that your decision is fair .necessary, reasonable
and will prove advantage in the long run .
• B. Avoid using rules or policy with no further explanation.
• C .Assume that the customer wants to do the right thing
even though she or he may be mistaken.
• D . Single people out when you praise them put them in a
group when you criticize.
• E .Be courteous and shield the readers pride.
• F. Talk with ,not down to , the reader.

4. PLANS FOR BAD NEWS MESSAGES
• INDIRECT PLANS
• Most often you will use an indirect
organizational approach for bad news
messages.
• eg ..We regret that we are unable to refund
your money on the merchandizes you ordered
• eg ..Your application for a loan has been
denied.

5. • 1. Buffer
• 2.Explanation and Analysis
• 3 .Decision implied or expressed
• 4 .Friendly ,positive close.

6. Buffer
• Agreement ..agree with your reader for
something .
• Appreciation ..thank you reader.
• Assurance ..
• Compliment
• Cooperation
• Good News
• Neutral courtesy…such as changing the word ..
• Understanding

7. Explanation and analysis
• Try to convince the reader you are acting in his
or hers interest in long run .
• Explain courteously all relevant facts
• Show that the request has been carefully
considered for the reader benefit .

8. Decision implied or expressed with
resale or helpful suggestions
• If the reasons are so clear that your reader will
conclude you must refuse ,you can omit
negatives entirely and make the bad news
clear by implications.
• If the implied decision might be
misunderstood ,express your decision clearly
near the end of the explanation .
• If desirable ,resell the reader on your company
services and policies.

9. • Friendly positive close

10. Direct Plan
• A direct approach can be used when the
message is routine when the reader is known
for preferring directness or when the message
is urgent.

11. Negative Replies to request
• Honesty ,tactfulness and caution are
necessary when responding to a request for
recommendation for a person you have un
favorable information.

12. Refusing Adjustments on claims and
complaints
• The customer is at fault regarding a product .
• When the customer is at fault special tact
must be used in rejecting requests.
• Un salability of return product. eg drugs and
garments.
• The customer is mistaken about an account or
a service .eg ..unwarranted claim about
account balances.

13. • Unjustified gripes about company services.

14. Refusing Credit
• When refusing you should try to keep the
readers goodwill and perhaps continued
business on cash basis .
• A persons credits reputation is important.

15. Retail Credit Refusals
• For various reasons approving credit for some
customers may be undesirable.

16. Acknowledging orders you cannot fill
now or not at all
• Incomplete or vague orders
• Orders out of stock items to be back ordered
• Orders for out of stock items for which you
suggest a substitute .

17. Declining invitations and request for
favors
• A refusal to speak to conference

18. UNFAVORABLE UN SOLICITED
MESSAGES
• Announcing bad news about prices or services
• Penalizing for non conformity to rules or
procedures .

19. Conveying other bad news
• When you have made a mistake it is often best
to admit your error in the beginning of your
message.
• Letters of Resignation should include a
REASON, appreciation for people you are
leaving and cordial ending.