Main Topic 3: Good News and Bad News Messages

Good news- messages that convey pleasant information.

Neutral news- messages that are of interest to the reader but not likely to
generate an emotional reaction.
Deductive or direct Sequence
Good news and neutral news follow deductive sequence.
Deductive Sequence- when the message begins with the main idea
followed by supporting details.

Advantages of Deductive Approach

The deductive pattern has several advantages:
The first sentence is easy to write. After it is written, the details follow
easily.
The first sentence gets the attention it deserves in this emphatic position.
Encountering good news in the first sentence puts receivers in a pleasant
frame of mind, and they are receptive to the details that follow.
The arrangement might save receivers some time. Once they understand
the important idea, they can move rapidly through the supporting
details.
Different types of Good News
Thank you and Appreciation Messages
Thank-You Messages- After receiving a gift, being a guest, attending
an interview, or benefiting in various other ways, a
thoughtful person will take the time to send a written thank you
message. A simple handwritten or electronically sent note is sufficient
for some social situations. However, when written from a professional
office to respond to a business situation, the message might be printed
on company letterhead. Your message should be written deductively and
reflect your sincere feelings of gratitude.
(a) identify the circumstances for which the writer is grateful and
(b) provide specific reasons the action is appreciated
Appreciation Messages- You will write appreciation messages to
recognize reward and encourage the receivers. However, you will also
gain happiness from commending a deserving person. For full potential
value, follow these guidelines for appreciation messages:
1 Send in timely manner
2 Avoid exaggerated words that are hardly believable
3 Make specific comments about outstanding qualities or performance.

Claims- A request for an adjustment (such as a refund, replacement,

exchange, or payment for damages)
Claim Message
Request for adjustments can be divided into two groups:
• Persuasive Claims- assume a request will be granted only after
explanations and persuasive arguments have been presented.
• Routine Claims- assume that a request will be granted quickly and
willingly, without persuasion. Favorable Response to a Claim
Message
Adjustment Messages
• Business gain a reputation for their goods anD services by
responding through adjustment messages
• Adjustmet messages: Fair responses by business to legitimate
requests in claim messages by customers
• Resale- refers to a discussion of goods or services already bought.
Ex: reminding customers and clients that they made a good choice in
selecting a company with which to do business.
• Sales promotional material-refers to statements made about related
merchandise or service.
Ex: a message about a company’s recently purchased office furniture
might also mention available office equipment.

Routine Request: Messages that assume that a request will be granted

quickly and willingly without persuasion.
Persuasive Requests: Messages that assume that a requested action
will be taken after persuasive arguments are presented.
Routine Messages About Orders and Credits
1. Acknowledging Customers Orders
- Acknowledgment Message- a document that indicates the order has
been received and processed
- Typically includes letters and emails
2. Providing Credit Information
- Fairly simple, fill out form
- If no form use deductive writing
- Be sure to be transparent
3. Extending Credit
According to ECOA
Credit applicant must be notified about decision within 30 days
The granting party must disclose agreement terms such as ( due dates
for payments and interests to be charged)
Guidelines to write a credit extension
• Open by extending credit and acknowledging order
• Indicate basis for the credit extensionPresent credit policies
• Communicate a desire to build a strong relationship
Procedural Messages
Memos or Emails-are the most frequently used method in
communicating standard operating procedures. Instructions- they must
be conveyed clearly and accurately. If instructions require a few more
acts, follow these guidelines:
• Begin each step with an action statement
• Itemize each step line
• Prepare a Flow Chart
• Complete the Procedures
• Ask
When it comes to neutral or positive messages, usually the best strategy
is to get to the point. Make it clear:
• Why you’re writing.
• What supporting details the reader needs to know
• If the readers need to do anything
It’s this last point that business communicators often stumble on. They
give the information, but forget to tell the audience what to do with the
information. The reader is left wondering whether they’re just supposed
to be aware that the information exists, or if they’re supposed to act on
it in some way. One helpful tip is to end the communication by looking
towards the future. Tell the reader what you want them to do. If they
merely need to be aware of the information, you could use a phrase like
“If you have any questions, let me know.” If they need to do something,
state it clearly. For example, you might say, “Please send your changes
to this document to me by Thursday at 10 am so that I can get them into
the final draft.” You might find this format helpful:
➢ Be direct: start with the good news to put the reader in a positive
frame of mind.
➢ Give supporting details, explanation and commentary. These
should be clearly organized. If you have a large amount of
information, you may choose to use bullet points, headings or
links/attachments.
 ➢ If there are any drawbacks, state them clearly but positively.
(“Please mail the defective phone back so that we can issue you a
new model).
➢ End with a note of thanks or congratulations.
Here’s an example:
To: Alice Meng
From: Ilya Marchenkova
Subject: Baby Carrier Replacement
Date: Jan. 19th 2019Ms. Meng,Thank you for emailing us about the
broken strap on your baby carrier. We would be happy to send you
a replacement carrier at no cost.To receive your new carrier, please:
1) Cut the straps of your damaged carrier and take a photo. Make sure
that the warranty number located on the waistband of your carrier is
clearly displayed. I’ve attached a PDF with a series of photos to show
you how to do this.
2) Email me the photo along with your mailing address. Once we
receive this information, we will send your new carrier with next-day
shipping. Let me know if there’s anything more we can help you with.
Thanks, – Ilya
As you can see, Ilya breaks the good news immediately, then clearly
lays out what Alice needs to do next to receive the new carrier. Even the
drawbacks, such as having to cut the straps on her current carrier so that
it is not used by another baby, are stated positively. Ilya also includes
attachments to help her easily follow his instructions. He then ends on a
positive note. Remember that when you communicate, you should
always be aware of the context, audience and purpose of your message,
as well as the relationship you have with your reader. Concision is
highly valued in the workplace, but it should not come at the expense of
tact or using a positive tone.

Delivering Bad News Messages

What are the bad messages?
Bad messages are those messages that a reader finds disappointing or
unfavorable or unsolicited negative messages. There are two broad
categories of such messages:
1. Negative Replies to Request
a) Answering Non-Sales-Related Inquiries When the Information is
Undesirable
b) Refusing Adjustments on Claims and Complaints
c) Refusing Credit Applications
d) Acknowledging Orders You Cannot Fill Now or at All
e) Declining Invitations and Requests for Favors
2. Unfavorable Replies to Requests
Unfavorable Unsolicited Messages
1) Announcing Bad News About Price or Services
2) 2) Penalizing for Nonconformity to Rules or Procedures
3) 3) Conveying other Bad News (admitting mistake/errors,
resignations, etc.)
Indirect Outline for Bad-News Messages
The chances of getting your audience to understand the reasons are
much better before the bad news is presented than after the bad news is
presented.

Inductive Sequence of Ideas

An organization's ability to handle difficult situations with tact and
empathy powerfully influences the perceptions of employees, local
citizens, and the public at large. As a skilled communicator, you will
attempt to deliver bad news in such a way that the recipient supports the
decision and is willing to continue a positive relationship.
Use the Inductive Approach to Build Goodwill
➢ Just as good news is accompanied by supporting reasons and
explanations.
➢ Having made a value judgment on reading the first sentence,
receivers are naturally reluctant to change their minds before the
last sentence.
➢ From the communicator's point of view, details that support a
refusal are very important.
Inductive Sequence of Ideas
Sufficient identification of the subject of the message. Presentation of
the reasons before the refusal, where they are more likely to be
understood.
Avoidance of a negative reaction.
De-emphasis of the refusal by closing on a neutral or pleasant note.
Placing a refusal in the first sentence can be justified when some
circumstances exist:
The message is the second response to a repeated request.
A very small, insignificant matter involved.
The request is obviously ridiculous, immoral, ethical, illegal, or
dangerous.
Exceptions to the Inductive Approach
Normally, the writer's purpose is to convey a clear message and the
recipient's goodwill; thus, the inductive outline is appropriate.
When the deductive approach will serve a communicator's purpose
better, it should be used. In most situations, the preceding circumstances
do not exist. When they do, a sender's goals might be
accomplished by stating bad news in the first sentence.
Channel Choice and Commitment to Tact
➢ Face-to-face delivery provides the benefit of nonverbal
communication
➢ A voice on the telephone triggers the same discomfort as a face-to-
face meeting
➢ You must be cautions when your deliver bad new electronically
Delivering A Constructive Criticism
Risk
➢ Being stereotyped as a complainer.
➢ Being associated with the negative thoughts and perceived
negative terms.
Benefit
➢ The communicator gets a feeling of having exercised a
responsibility.
➢ Management learns of changes that need to be made.
Types of Refusing and Declining Letter
➢ Refusing Request
➢ Denying Claim
➢ Denying Credit
Communicating Negative Organizational News
Breaking Bad News
• Convey the bad news as soon as possible.
• Give complete, rational explanation of the problem.
• Show empathy.
• Respond to the feelings.
• Follow up.
Essentials of Preparing a Bad-News Message
1.The Right Attitude In negative messages, your tone will help
determine your effectiveness. The right attitude will improve the tone
and thus the effectiveness of the message. In order to maintain right
attitude, following suggestions are to be kept in mind for writing bad-
news letters and memos:
• Put yourself in readers message
• Avoid using company rules or policies with no further explanations
• Assume that customer wants to do the right thing even though he or
she may be mistaken.
• Single people out when you praise them; put them in a group when
you criticize.
• Be courteous and shield the reader’s pride
• Talk with, not down to, reader
Plans for Bad-News Messages
Whenever you write bad-news messages, whether you are replying to a
request or initiating an unsolicited message, you have two choices:
1. Indirect Organization Format: Buffer, explanation, decision, positive
close
2. Direct Organization Format: Buffer, short explanation, decision,
longer explanation, positive close.
Indirect Plan
1. Buffer: The buffer should be pleasant, relevant, neutral in tone; avoid
misleading the reader into thinking the news is good The following are
the ways to begin bad-news letters:
a) Agreement: Agree with your reader on something, if possible
(perhaps business conditions, costs, or any other pertinent item)
b) Appreciation: Thank the reader (for check, information, application,
request, inquiry, cooperation, or whatever applies)
c) Assurance: Assure the reader of your careful consideration and
honest explanation of all available facts about problem
d) Compliment: Try to compliment the reader on something good about
his or her past record or request (sincerity, careful listing of facts, or
other)
e) Cooperation: Show a sincere desire to be helpful as possible. f) Good
News: If you can grant any part of a request, and you think your reader
will be pleased, begin with that good news.
g) Neutral Courtesy: Keep your opening paragraphs non-committal. For
instance if you must announce a price increase or service decrease, use a
neutral word such as “change.”
h) Understanding: Show you understand or sympathize with the reader’s
problem.
2. Explanation and Analysis:
Includes honest, convincing reasons why the matter must be handled
differently from the way reader wants it. The explanation can also be
given after the bad-news. Important points to remember while writing
giving explanation are:
a) Try to convince reader you are acting in his or her best interests in the
long run or according to the policy enforced equally for all. Also avoid
reasons that suggest benefit only to your firm.
b) Explain courteously all relevant facts behind your decision. Mention
first the favorable factors, then the less favorable ones.
c) Show that the request has been carefully considered for reader’s
benefit as well as your company’s.
3. Decision, Implied or Expressed, with Resale and/or Helpful
Suggestions: To make decision clear, positive, and concise, you have
these alternatives:
a) If the reasons are so clear that your reader will conclude you must
refuse the request, you can omit negatives entirely and make the bad-
news decision clear by implication.
a) If an implied decision might be misunderstood, express your decision
clearly near the end of the explanation. Be careful not to mislead or
otherwise cause uncertainty regarding your decision.
a) If you can offer a constructive suggestion, counterproposal,
compromise, or alternative course of action. By emphasizing what can
be done, you may clearly imply what cannot be done without actually
using the negative language.
a) If desirable, resell the reader on your company’s services or policies.

4. Friendly Positive Close: Ending should be positive, with reader-

friendly requests, assurances, and reader friendly benefits.
a) Offer assurances that you appreciate the reader as a customer (or as
an interested inquirer and possible future customer)
a) Invite future patronage, cooperation, suggestions, or compliance with
the decision. Include mild, no-pressure sales promotional material if you
think reader would respond favorably.
a) Make clear whatever action is required, when do it, and how to do it
easily if you need reader’s approval or if the reader must take action.
a) Express continued interest, services, and reader benefit, or sincere
wishes for the reader’s success with alternatives.
Direct Plan
Although indirect bad-news plans are most commonly used for sending
unfavorable messages, certain situations may warrant the direct
approach. The writer’s choice depends on context and on particular
circumstances. The direct approach may be effective in the following
situations:
A routine matter on which reader is likely not to be seriously
disappointed or emotionally involved, especially a message between the
employees of two business firms or within the same firms.
A reader who knows to prefer reading the bad-news in the first
paragraph.
As urgent message that should be called to reader’s attention forcefully,
as in the late stage of a collection procedure.
If writer decides to use direct approach, the pattern is same as the direct
good-news plan, except that the opening contains bad instead of good
news.
• Bad-news decision (with or without brief buffer)
• Explanation
• Appropriate, courteous ending.