bad news msg

8/3/2019 Bad News Msg

1/17

BAD NEWS MESSAGESAudience

Reaction

Displeased

Approach IndirectBegin With Neutral Statement

Body Reasons to Justify Negative

Answers, State Bad News,Make Positive Suggestion

Conclusion Cordial


2/17

BUFFER STATEMENT

Appreciation - Express sincere thanks for

receiving something

e.g. Your cheque for Rs 5000 arrived yesterday.

Thank you.

Cooperation - Convey your willingness to

help in any way you realistically can e.g. Employee Services is here to smooth the

way for those who work to achieve the

companys goals.


3/17

BUFFER STATEMENT

Praise - Find an attribute or achievement

to compliment

e.g. Your resume shows an admirable

breadth of experience which should serve youwell as you progress in your career

Good News - Start with the favourable

part of your message

e.g. A replacement knob for your cooking

range is on its way by Blue Dart


4/17

BUFFER STATEMENT

Understanding - Show that you

understand the readers goals and

needs Avoid Apologies & Negative Words

Be Brief & To The Point

Maintain A Confident, Positive Tone

Show How It Benefits The Audience


5/17

WRITING THE UNPLEASANT

De-emphasise by Minimising Space

and Time Devoted to it

Embed It in the Middle of a Paragraph Use Conditional Statements

You are welcome to re-apply when you

have more managerial experience Suggest Actions for the Reader

End on a Friendly Goodwill close


6/17

How To Say Strategies

NEGATIVE POSITIVE

I cannot understand

what you mean

Please clarify your

request

There will be a delay in

your order

We will ship your order

as soon as possible

The enclosed statement

is wrong

Please re-check the

enclosed statementYou shouldnt have

immersed the gadget in

water

The gadget wont work

after being immersed in

water


7/17

Refusing Requests for

Information and Favours Do not hide behind the companys blanket Avoid harsh words like I refuse, I will not

cannot or apologies like I deeply regret toinform you.., I am sorry to say Instead of writing We must refuse, a

wholesaler could deny a discount by writingWe can grant discounts only when..

Let what you can do imply what you cannote.g. By saying The best we can do youmake it clear that you cannot do what thereader has requested


8/17

Bad News About Orders

The bad news could beYou are able to send only part of the order

You are unable to send the order

Use indirect approach for both

For partial shipments, include good newsabout fulfilled part

Use resale information to build customersconfidence

Extend a welcome, word of praise or anyneutral statement


9/17

Refusing Out of

Stock Order

August 10, 2006

Mr. Sanjay Das

84, Carter Road

Mumbai

Dear Mr Das,

Ref: Your Order No. 131

Thanks for your order. Your interest in the patterns 10 and 12

of Konark jute carpets indicate your selective taste for quality

products.

Patterns 10 and 12 have proved to be one of our most popular

items. Even though we have doubled our production, we arestill experiencing some lags. The availability of these patterns

may take some more time. Meanwhile, you could try some

extraordinary products from Polo carpets made from the finest

quality jute fiber. Polo offers superior designs and a guarantee

for strength and durability at moderate prices.

The enclosed patterns will give you a clear idea of their quality.

You can call at 2435672 for more information or check our

latest designs online at www.polo.com. We look forward to

serving you.

Sincerely

Sunita

Encls: Sample patterns

Cushions bad

News with

substitute offer


10/17

Declining OrderThank You for your order of July 21 for Racoldovens. We appreciate your interest in Racoldproducts which are known for their durability.

Racold ovens has a wide sales network of retailersand we sell exclusively through them. Verma

Brothers would be our nearest authorised agentsfor you. Our products are backed by a two yearwarranty and our dealers would provide freeservice to you during that period. You could receivean illustrative catalogue and the latest price list

from them.Racold ovens will give you many years ofsatisfactory service. We look forward to serving youthrough our retailers.

Sincerely


11/17

Refusing Claims and Adjustments

Show your full understanding of complaint as buffer

Explain your refusal

Give factual account of transaction

Avoid abusive language so that you are not sued for defamationMake refusal clear by using tactful language

Suggest alternative action/ partial adjustment/ resaleinformation or ways to continue business

Make no reference to your refusal at the endRefer to enclosed sales material


12/17

POLITE REFUSAL LETTER

Dear Mr. Sharma,

Thank you for your letter of November 12, 2008. We understand yourconcern. Even though the air conditioners were supplied over a year back, wecan still help. Enclosed is a voucher which entitles you to a 50% discount onrepair charges.

The H-22 split air conditioners you ordered is our best selling and most reliable model. They are dispatched only after a thorough check. We followstringent quality control procedures to ensure that the items we dispatch arein perfect condition. However, the units may malfunction due to mishandlingin transit or improper installation. Since their warranty/ replacement periodhas expired, we suggest that you get them checked by our technical stafffrom our service centre in your area. The enclosed repair voucher will helpyou to avail their services.

We also deal in various household appliances mentioned in the catalogue

enclosed. If you are interested in any of our quality products, please docontact us at ..

We look forward to serving you.

Sincerely

PQR


13/17

Providing Bad News AboutProviding Bad News About

Products And CompanyProducts And Company

OperationsOperations

If writing within organisation, useIf writing within organisation, use

direct approachdirect approach If writing to outsiders, indirectIf writing to outsiders, indirect

would be betterwould be better

When conveying bad newsWhen conveying bad newsabout your company, focus onabout your company, focus on

the reasons and possiblethe reasons and possible

benefitsbenefits


14/17

Rejecting Job Applications

Open with direct approach

Clearly state why the applicant was

not selected

Close by suggesting alternatives Extend good wishes


15/17

Giving Negative Performance Reviews Purpose is to improve employee performance

So emphasize/clarify job requirements

Confront problem

Plan message

Deliver message in private

Focus on the problem Ask for a commitment from employee

Close with willingness to help


16/17

Terminating Employment

Give reasons for this difficult action

Avoid statements that might involve

company in legal actionPresent specific justification for askingthe employee to leave

Try to part amicably

Make suggestions for finding anotherjob, if possible


17/17

PARTS OF A BUSINESS

LE

TTE

R CHE

CKLIST1. Head Address

2. Date

3. Reference Number

4. Confidential notation

5. Inside address

6. Attention line

7. Salutation

8. Caption (subject) line9. Body

10.Complimentary Close

11. Signature

12. Pro-Signature

13. Enclosures14. Copy to Notation (CC)

15. Initials of Typist

16. Post-Script

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