1. Writing Bad News Messages

4. Audience-centered Tone The “You” Attitude Positive Wording Respectful Language

5. The Direct Approach Bad News Step 1 Reasons Step 2 Positive Close Step 3 Flow of the Message Substance of the Message

6. The Indirect Approach Buffer Step 1 Reasons Step 2 Bad News Step 3 Positive Close Step 4 Flow of the Message Substance of the Message

9. State the Message De-emphasize the Bad News Use a Conditional Statement Focus on the Positive Avoid Blunt Language

10. Close With Confidence Maintain a Positive Tone Limit Future Correspondence Remain Confident and Sincere Be Optimistic About the Future

11. Cultural Differences Communication Diversity Proper Tone Cultural Conventions Message Organization

12. Writing Bad News Messages Routine Requests Organizational News Employment Information

13. Routine Workplace Requests Business Information Invitations and Favors

14. The Status of Orders Ship Part of the Order Ship None of the Order Work Toward an Eventual Sale Communicate Clearly Be Confident and Optimistic

15. Claims and Adjustments Things to Employ Things to Avoid Accepting Blame Accusations Negative Language Defamation Courtesy and Tact Indirect Approach Understanding and Respect Positive Attitude

16. Credit Decisions Requested by a Company Requested by a Person

17. Organizational News Operations Products

18. Letters of Recommendation Requested by Businesses Requested by Individuals Practice Diplomacy Recognize Feelings Be Direct State Facts

20. Performance Reviews Provide Feedback Review Job Description Set an Action Plan

22. Termination Letters Express the Decision Give Specific Justification Minimize Negative Feelings