BAD NEWS MESSAGES

Your goal is to create and maintain goodwill toward your organization.

Plans For Bad News Messages Indirect plan Indirect plan Direct plan Direct plan

Indirect Plan 1. Buffer 2. Explanation and analysis of circumstances 3. Decisions implied or expressed with helpful suggestions 4. Friendly positive close

Direct Plan 1. Bad news decision 2. Explanation 3. Appropriate courteous ending

"Bad News" Response to Request/Complaint Letters When you are through writing the letter, make sure the message that you cannot grant the request is Don't deliver the bad news in the opening paragraph. When you are through writing the letter, make sure the message that you cannot grant the request is Don't deliver the bad news in the opening paragraph. Always try to tell what you CAN do before you say what you CAN'T do. Always try to tell what you CAN do before you say what you CAN'T do. Explain the WHY before you deliver the bad news. For many readers, once they see the NO they don't pay attention to the WHY. Remember that a major goal is to maintain a positive relationship with the reader. Do whatever you can to help the reader understand and accept your message. Explain the WHY before you deliver the bad news. For many readers, once they see the NO they don't pay attention to the WHY. Remember that a major goal is to maintain a positive relationship with the reader. Do whatever you can to help the reader understand and accept your message. When you are through writing the letter, make sure the message that you cannot grant the request is clear. When you are through writing the letter, make sure the message that you cannot grant the request is clear.

" Bad News" letter format (usually three or four paragraphs) 1. Opening paragraph: show appreciation for the reader, but don't deliver the "bad news" here. This is your buffer paragraph. 1. Opening paragraph: show appreciation for the reader, but don't deliver the "bad news" here. This is your buffer paragraph. 2. Middle: give the reasons why you cannot grant the request--then deliver the bad news. This is the hard part of the letter to write. Remember that your goal is to help the reader understand and accept your decision. Try to state the refusal in a positive way. Sometimes you can soften the blow by inferring the bad news and still leave a clear understanding with the reader. 2. Middle: give the reasons why you cannot grant the request--then deliver the bad news. This is the hard part of the letter to write. Remember that your goal is to help the reader understand and accept your decision. Try to state the refusal in a positive way. Sometimes you can soften the blow by inferring the bad news and still leave a clear understanding with the reader. 3. Closing paragraph. If at all possible, state something you CAN do for the reader in the closing. In any case, provide the reader with a suggested action to remedy the situation. Close with a positive statement.

When writing the letter, your objectives should focus on Minimizing damage to the relationship: Bad, news should not define the relationship. Minimizing damage to the relationship: Bad, news should not define the relationship. Showing that the decision is fair and reasonable: Imagine yourself in the reader’s shoes, and try to offer the best explanation possible. Showing that the decision is fair and reasonable: Imagine yourself in the reader’s shoes, and try to offer the best explanation possible. Stating the bad news clearly and firmly: Stating the bad news clearly and firmly: Opening should have a buffer to minimize any damage to the relationship. Use a positive or neutral opening to maintain goodwill. Opening should have a buffer to minimize any damage to the relationship. Use a positive or neutral opening to maintain goodwill. Body should include reasons to help the reader see it from your point of view. You want to show that you are being both fair and reasonable. Be clear and firm about the bad news, but also be brief, positive, and low key about it. Body should include reasons to help the reader see it from your point of view. You want to show that you are being both fair and reasonable. Be clear and firm about the bad news, but also be brief, positive, and low key about it. Closing should contain an appropriate gesture of goodwill, and perhaps a potential solution for the reader’s problem. Closing should contain an appropriate gesture of goodwill, and perhaps a potential solution for the reader’s problem.

Good News Messages State the good or neutral news.. State the good or neutral news.. End pleasantly. End pleasantly. Provide adequate details or descriptions Provide adequate details or descriptions

Examples of Good News Messages Thank-you messages Thank-you messages Congratulatory messages Congratulatory messages Inquiries and replies Inquiries and replies Requests and responses Requests and responses Orders and acknowledgments Orders and acknowledgments Routine claims and adjustments Routine claims and adjustments

Visualize the Audience Answer these questions to help visualize your audience: Who is my target audience? Who is my target audience? What characteristics do I know or what can I learn about my target audience that will help me prepare the message? What characteristics do I know or what can I learn about my target audience that will help me prepare the message? When will the audience receive the message? When will the audience receive the message? Where will the audience members be when they receive the message? Where will the audience members be when they receive the message? Why will the audience be interested in the message? Why will the audience be interested in the message? How can I learn more about my target audience How can I learn more about my target audience

Organize the Information Prepare an outline using the good news strategy. Prepare an outline using the good news strategy. The good news strategy is based on the direct pattern. The good news strategy is based on the direct pattern. Message objective Message objective Supporting information Supporting information Closing information Closing information

Compose a Draft Using the Good News Strategy State the good or neutral news. State the good or neutral news. Place the good news at the beginning. Place the good news at the beginning. Avoid vague expressions. Avoid vague expressions. Check for the seven Cs of effective messages. Check for the seven Cs of effective messages. Provide adequate details or descriptions. Provide adequate details or descriptions. Give enough details to ensure clarity. Give enough details to ensure clarity. Include ideas that are helpful to the receiver. Include ideas that are helpful to the receiver. Present information that will promote sales. Present information that will promote sales. End pleasantly. End pleasantly. Conclude with a positive statement. Conclude with a positive statement.

1. Proofread. 2. Edit. 3. Revise. 4. Finalize

Thank-You Message Examples of Key Sentences Offer extra details. This year’s Walk in the Park raised $47,530 for the preservation and renovation fund. End with emphasis on the receiver. Julie, you are a great volunteer; I look forward to working with you next year. Begin with the good news. Thank you for volunteering during Walk in the Park, the annual fundraiser for the Hampton Historical Society.

Apply the good news strategy Congratulatory Messages Begin by offering congratulations for a specific accomplishment. Begin by offering congratulations for a specific accomplishment. Provide extra details that clearly show your sincerity. Provide extra details that clearly show your sincerity. End with emphasis on the receiver. End with emphasis on the receiver.

Congratulatory Messages Examples of Key Sentences Provide extra details that clearly show your sincerity. You will be an excellent team supervisor. End with emphasis on the receiver. Jacqueline, please plan to attend the monthly supervisors’ meeting on October 14. A copy of the agenda is attached. Offer congratulations for a specific accomplishment. Congratulations on your recent promotion.