MESSAGES

THE BAD-NEWS MESSAGES

Presented by:
Sadan Ahmed (64382)
WHAT IS MESSAGE?

A message is the content of the

communication process which is conveyed
by verbally or written or signs and symbols.

 An exchange of messages forms a

conversation.
DIFFERENT WAYS OF CONVEYING MESSAGES
 Written Words
 Spoken Words
 Emails
 Postal Mails
 Text Messages
 Phone Calls
 Advertisements
 Body Movements
 Gestures
 Eye Contact
BAD NEWS MESSAGES
WHAT IS BAD NEWS MESSAGE?

A bad-news message is a letter, memo,

or email that conveys negative or
unpleasant information that is likely to
disappoint, upset, or anger a reader.

 Anyinformation that don’t benefit the

reader
APPROACH FOR BAD NEWS MESSAGES

Indirect Approach

Direct Approach
INDIRECT STRUCTURE

Buffer Reason Bad News Alternatives Close

INDIRECT STRUCTURE

Open with a buffer statement

Explain the situation
Break the bad news
Provide alternatives/solutions
End politely and forward-looking
BUFFER
A neutral, positive and respectful opening

 Appreciation
 Compliment
 Neutral Courtesy
BUFFER EXAMPLE
 Thank you for your interest in new, emerging online technologies. The travel
committee reviewed your request to attend the Syllabus Conference in Santa
Clara, California in July.

 Thank you for giving us the opportunity to consider your loan application for
financing your home purchase.

 We appreciate your returning the lawn mover for our inspection so that we
can meet our goal and satisfying your needs with quality products.
PROVIDE REASONS THAT SUPPORT REFUSAL

 An
explanation of the causes for the bad
news
 Cover positive points
 Provide relevant details
STATE THE DECISION / BAD NEWS

 Announcement of the bad news

 Avoid abusive/careless language
 Offer constructive suggestion,
compromise, alternatives
CLOSE WITH CONFIDIENCE

 Pleasant statement
 Forward-looking
 Maintain a positive tone
 Be optimistic about the future
 Remain confident and sincere
 Do not repeat the bad news
EXAMPLES OF BAD NEWS MESSAGE

 Recommendation refusals
 Request refusals
 Adjustment refusals
 Credit refusals
 Order refusals
Bad News Letter Sample
Dear Mr. Waters:
We’re happy to learn that you are enjoying the use of the Sako copier you’ve
been leasing for the past ten months. Like our many customers, you have Buffer
discovered that Sako copiers offer remarkable versatility and reliability.

One of the reasons we’re able to offer these outstanding copiers at such low
leasing rates and equally low purchase prices is that we maintain a slim profit
margin. If our program included a provision for applying lease payments toward
Reason/Causes
the purchase price, our overall prices would have to be higher.

Although lease payments cannot be credited toward purchase price, we can Bad News +
offer you other Sako models that are within your price range. The Sako 400
delivers the same reliability with nearly as many features as the Sako 600. Alternatives

Please let us demonstrate the Sako 400 to your staff in your office, Mr. Waters. Close
Our representative, Tracy Wilson, will call you soon to arrange a time.
THANK YOU