Bad News Plans

Bad News Letter:

A bad news letter is that letter which is written to convey unfavorable information without
making the reader angry. It is the bad news letter that is the most difficult to write. This is
because on one hand you are sending a bad news. On the other hand, you have to retain the
goodwill of the reader and not to make him angry. Our aim is writing this letter is to say the
negative directly in a manner that is acceptable, paying special attention to retaining the
readers goodwill and to accomplish the goal of conveying unfavorable information without
making the reader angry.
A simple pattern that can be used for most negative message contains three elements;
1. The Buffer
2. The negative message
3. A polite closing.
The bad news letter is also called a negative message because the basic information is
negative. We expect readers to be disappointed or angry.
The bad news letter includes:
Rejections and Refusals (in response to job applications, promotion requests, and the
like)
Announcement of policy changes that do not benefit reader.
Negative performance appraisals and disciplinary notices.
Product recalls or notices of defects.
However, the basic objective of a bad news letter is to present the unpleasant facts in such a
way that the reader will consider you fair and reasonable and preferably, remain a friend of
your organization.

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Purpose of Bad news Letter:
A bad news letter always has several purposes.
1) Primary purpose:
To give the reader bad news
To have the reader read, understand and accept the message
To maintain as much goodwill as possible.
2) Secondary purpose:
To build a good image of the writer
To build a good image of the writers organization
To reduce or eliminate future correspondence on the same object so the message does
not create more work for the writer.
Even when it is not possible to make the reader happy with the news we must convey, we still
want readers to feel that:
They have been taken seriously.
Our decision is favorable and reasonable.
If they were in our place, they would make the same decision.

Tone of a Bad News Letter:

In bad news letter of any kind, you must try to adopt a tone that supports the three following
goals:
You want your audience to understand that your bad news message represents a firm
decision.
You want your audience to understand that under the circumstances, your decision is
fair and reasonable.
You want your audience to remain friendly towards your business and possibly towards
you.

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How To Develop Negative Messages:
Effective bad news messages convey the negative information the customer must receive
with an eye toward keeping future business.
Without even thinking about it, you've probably been using both the direct and indirect
approaches to deliver bad news your entire life.
When you come right out and tell somebody some bad news, you're using a direct
approach.
When you try to soften the impact by easing your way into the conversation before
delivering the bad news, you're using an indirect approach.
Most bad news messages will be better accepted by our readers if we use the indirect
approach.

Indirect Plans:
A bad-news message conventionally begins with a neutral or positive buffer statement
before introducing the negative or unpleasant information. This approach is called the
indirect plan

The Indirect Approach for Negative Messages:

Indirect plans consist of:
1. The buffer
2. Reasons
3. Bad news
4. Positive close.

1) Open with a Buffer:

A buffer is a device that reduces shock or pain. The first step in using the indirect
approach is to write a buffer, a neutral, non-controversial statement that is closely
related to the point of the message. Buffer establishes common ground with your reader;
moreover, if you're responding to a request, a buffer validates that request.
A Buffer should be relevant and concise.
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Although it should avoid revealing the bad news immediately, it should not convey a
false impression as good news follows.
It should provide a natural transition to the explanation that follows.
However, buffers are unethical only if they're insincere or deceptive. Showing
consideration for the feelings of others is never dishonest.
A poorly written buffer might underestimate the reader's concerns, divert attention from
the problem with insincere flattery or irrelevant material, or mislead the reader into
thinking your message actually contains good news.
Here are several types of effective buffers you could use to tactfully open a negative message.
Murphy Hildebrandt and Thomas have suggested the following ways to begin a bad news
letter.
1. Agreement:
Agree with your reader in something, if possible perhaps business conditions, cost or
any other pertinent item.
2. Appreciation:
Thank the reader for a cheque, information, application, request, inquiry, cooperation
or whatever applies.
3. Assurance:
Assure the reader of your careful consideration and honest explanation of all available
facts about the problem.
4. Compliment:
Try to compliment the reader on something good about his or her past records or
request (sincerity, careful listing of facts or others).
5. Cooperation:
Show a sincere desire to be as helpful as possible.
6. Good news:
If you can grant any part of a request and you think your reader will be pleased, begin
with that good news.

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7. Neutral Courtesy:
Keep your opening paragraph non committed. For instance, if you must announce a
price increase or service withdraw; use a neutral word such as Change.
8. Understanding:
Show you understand or sympathize with the reader problem.
The following things should be avoided while writing a buffer;
Avoid saying No
Avoid using a know-it-all tone.
Avoid wordy and irrelevant phrases. Do not use phrases such as;
o We have received your letter; this letter is in reply to your request. You make
better use of space by referring directly to the subject of the letter.
Avoid apologizing.
Avoid writing a buffer that is too long.

2) Reasons:
Give reasons that your decision is justified and fair. Cover the more positive points first then
move to the less positive ones. Provide enough detail for the audience to understand your
reasons. But be concise; a long, round about explanation may make the audience impatient. It
is important to explain Why you have reached your decision before you say What that decision
is.
If you present your reasons effectively, the reader will be convinced that your decision is
justified, fair and logical.
However, if the reader anticipates that you are saying no before understanding it, he may
stop reading abruptly and put it aside or get ready to counter your reasons.
Tactful business communication highlights the benefits to the audience instead of focusing on
the company. For example when saying no to a credit request, show how your decision will
keep the person from becoming financially overburdened. Facts and figures are often helpful in

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convincing the audience that you are acting in her or his best interest. Skillful communication
does not apologize.
The tone of your language does a great deal to make your audience receptive to the bad news
that follows. Avoid negative, counterproductive words such as these dissatisfied errors, regret
and shocked.

3) Bad News:
When the audience is psychological prepared, the bad news should be the logical outcome of
the reason that comes before it. Even so, the audience may still react emotionally if the
message is handled carefully. Here are the some methods for showing less importance to the
bad news.
Minimize the space or time developed to it.
Write it in a complex or compound sentence (my department is already shorthanded,
so Ill need all my staff for at least the next two months).
Place bad news in the middle of the paragraph.
Two other techniques are especially useful for sayings no as clearly as painlessly as possible.
First, using a conditional (if or when) statement implies that the audience could possibly
have received or might someday receive a favorable answer.
The other technique is to tell the audience what you did do, can do, or will do rather
than what you did not do, cannot do, or will not do.
Rather than saying, Our company is unable to serve you , so please call your nearest dealer,
say Our company sells exclusively through retailer and the one nearest you that carries our
merchandise is..Novelty stores. A statement like this need not be hiring the reader. By
focusing on the positive and only implying the bad news, you reduce its effect.
However it would not be ethical to over emphasize the positive. If some doubt remains to be
cleared state your decision in direct term. Just be sure to avoid blunt statements that are likely
to cause pain and anger. The following phrases particularly likely to offend:
1) I must refuse
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2) We must reject
3) I am unable
4) You must understand
5) We must deny
6) We cannot afford to
7) We cannot allow
Instead, use impersonal, positive language so that you do not undermine the audience feeling
of self-respect. Your goal for the audience is not only to accept your unfavorable decision but
also to pay attention to the end of your message. In short, when writing a Bad News Letter,
avoid negative writing and personal language.

4) Positive Close:
Ending of a Bad News Letter should be positive, with assurance and readers benefit. In fact
after giving the bad News, your job is to end the message on a more pleasant note. You might
propose a suitable solution to the readers problem
The following ideas present some of the positive, friendly endings:
1. Offer assurance you appreciate the reader as a customer.
2. Invite future patronage, cooperation, suggestion or grievance.
3. May clear whatever action is required, when to do it and how to do it.
4. Express interest, service and reader benefits or sincere wishes for the readers success
with alternatives. Do not repeat the bad news. Avoid such statements as Let us know if
you have any further problems

Be Cautious:Whatever type of close you choose, observe there do not:

1. Do not refer to or repeat the bad news.
2. Do not apologize for decision.
3. Do not anticipate problems.
4. Do not include words that are insincere in view of bad news.

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A positive friendly close:
1. Builds goodwill.
2. Offers a suggestion for action.
3. Provide a look towards the future

Avoiding three major causes of Legal Liabilities

In communicating bad news, be sure you do not expose yourself and your employer to legal
liability. We should be alert to three causes of legal difficulties.
a. Abusive language
b. Careless language
c. Good-guy syndrome
Abusive Language
Calling people names (such as deadbeat, crook or quack) can get you into trouble.
Defamation is the legal term for any false statement that harms an individuals reputation.
When the abusive language is written, it is called Libel. When abusive language is spoken, it is
called slander. To be actionable (likely to result in a lawsuit), abusive language must be (a)
False, (b) Damaging to ones good name, (c) Published- that is, written or spoken within the
presence of others.
New additions to abusive language include e-mail messages, blogs or anything that is
submitted electronically. Companies can face legal liability for any messages sent through their
computer system by employees. This is why companies are more strict with internet use
and monitor e-mail messages.
Careless Language
Careless language is one of the three causes of legal problems. When it comes to being careless
with the language you use it mostly means using a sentence or word that you personally think
would not be taken in the wrong way but gets misunderstood by the reader. So be careful in
making statements that are potentially damaging or that could be misinterpreted.
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The following is a example of how careless language can cause a legal problem:
A factory worker was injured while working and his lawyer got company documents
and discovered a letter that was sent to a group about a factory tour. It said " although we

are honoured at your interest on our company, we cannot give your group a tour of the plant
operations as it would be too noisy and dangerous". This harmless letter was used in court to
prove that there were dangerous working conditions in the factory and that resulted in the
employee getting hurt.
Although the letter did not mean to say the factory is a unsafe place to work, the words were
taken and interpreted in a different way and used in court.
Good-guy Syndrome
"The good-guy syndrome occurs when we try to make ourselves look better or receiver feel
better when delivering negative messages ". For this purpose, we are tempted to make
statements that are legally dangerous.
Example
Consider the case of law firm interviewing job candidates. One of the firms partners was asked
to inform a candidate that she was not selected. The partners letter said, Although you were
by far the most qualified candidate we interviewed, unfortunately we have decided that we do
not have a position for a person of your talents at this time. To show that he personally had no
reservations about this candidate and to bolster the candidate, the partner offered his own
opinion. However, he differed from the majority of the recruiting committee. When the
rejected interviewee learned later that the law firm had hired two male attorneys, she sued,
charging sexual discrimination. The court found in favour of the rejected candidate. It agreed
that a reasonable inference could be made from the partners letter that she was the most
qualified candidate.
As an agent of an organization, act cautiously. Be sure your expressed views reflect your those
of your organization as a whole.

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Credit refusal letter
HOYT & JENNINGS
32 EAST 48TH STREET
NEW YORK

Mr.Harold grant,
48 Dey Street,
New York.

Dear sir,

May we thank you for your letter of may 5TH and for the names of those whom you were you
were kind enough to give a references?

The information that we have received from them is unfortunately not quite complete enough
for the purposes of our formal records. Would you care to furnish us with futher reference in
order that the account may be properly opened? Or perhaps you would rather call in person.

Very truly yours.

(Handwritten) F.Burdick,
Credit Managers,
Hoyt & Jennings

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Order Refusal Letter
You have received an order for 2,000 packets of Apple Juice to be supplied within two weeks.
But you are not in a position to supply within such time. Reply your customer by refusing the
order. (Order Refusal Letter)
Beverage Hill Co. Ltd.
Gajipur Main Road,
Gajipur

10th March,04
Manager
Proctor Food Ltd.
20, Dhanmondi, Dhaka-1417.

Sub: Refusal of Order NoKV31/04

Dear Sir,
We thank for your order No: 0/31/04 dated March 1, 04 for 2,000 packets of Apple Juice @
Tk. 100 per packet on or before March 20, 04.
But we regret to inform you that we are unable to supply you the goods within the time
specified because our stock of apple Juice has been exhausted and the replenishment of stock
will take at least one month time.
Under these circumstances we can supply you the goods only if you extend the time of supply
by one month.

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Yours faithfully
MR. RAFIQUE
Sales service Manager,
Beverage Hill co. Ltd.

References:
BUSINESS COMMUNICATION BY SRI JAN KUSHAL
BUSINESS COMMUNICATIONS LECTURE NOTES , ADCHITTI.TRIPOD.COM
ESSENTIALS OF BUSINESS COMMUNICATION - MARY ELLEN GUFFEY, RICHARD ALMONTE - GOOGLE BOOKS

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