Bad News Messages
Chapter 9
Main Concepts
Purpose:
First, to say “no” or convey bad news
Second, to retain reader’s goodwill
Use polite, clear, and firm language
Planning
What is my purpose?
Who is my audience? Put yourself in the
place of the reader
Decide whether to use the direct or
indirect plan
Direct Approach
Reader prefers directness
Reader expects a “no” response
Writer wants to emphasize the negative news
Reader/Writer relationship is at either extreme—
very close or very distant
Indirect Approach
Reader is a subordinate.
Reader is a customer.
Reader prefers indirect approach.
Reader is someone the writer doesn’t know.
Indirect Approach
Justify your decision
Major portion of message is to focus on the reasons
rather than the bad news itself.
The reason is a business decision
not a personal one.
Company policy is based on sound
decisions. Give the reason behind
the policy. Avoid saying, “Company
policy prohibits me from…”
Justify
If possible, explain how the reasons
benefit the reader or, at least, benefit
someone other than your organization.
See examples p. 313
Presenting reader benefits keeps your
decision from sounding selfish.
Avoid making up a benefit just to have
one.
Indirect Approach
1. Begin with a neutral or buffer statement
related to the topic of the message
2. Present reasons
3. Follow with bad news—keep it in a
paragraph with the reasons
4. Offer alternative where possible
5. Close with goodwill on topic other than
bad news
Giving the Bad News
If you have done a convincing job of
explaining the reasons, the bad news itself
will come as no surprise.
The bad news will appear as the only
logical and reasonable decision.
Giving the Bad News
State bad news in positive or neutral
language.
State what you are able to do rather than
what you are not able to do.
Avoid
“I trust that you now understand why we
made this decision.”
Phrase the bad news using impersonal
language and avoid using “you” or “your.”
Avoid using “but” and “however” to
introduce bad news.
Avoid
Cannot
Are not able to
Impossible
Unfortunately
Sorry
Must refuse
Closing on a Pleasant Note
“Again, I am sorry that we
were unable to grant this
request.”
“If you run into any
problems, please write me
directly.”
“If you have any further
questions, please let me
know.”
Examples
See example p. 322
See example p. 323
Summary
Purpose: say no and retain goodwill
Direct approach: expects news, has
close/distant relationship, or emphasizes
bad news
Indirect approach: is a subordinate or
customer, prefers indirect approach, or is
not well known to writer
Justify decision without apologizing
Summary: Bad News Format
Buffer
Reasons
Bad News
Alternative
Goodwill close
on another topic