2. Developing a Bad-news Message

When preparing a bad-news message, follow the inductive outline in most situations. Using an inductive approach will allow the recipient time to understand the reasons before receiving the bad news and will build goodwill.

In an indirect bad-news message, the first paragraph is very important because it influences how the remainder of the message is received. What should the introductory paragraph in a bad-news message accomplish?

Provide a friendly delivery of the bad news.

Provide a buffer to cushion the bad news to follow.

State the purpose of the message in clear terms.

Read the scenario about denying a request, and then answer the corresponding question.

Suzanne needs to deny an employees request. Her message begins:

Dear Lydia,

Your request for retroactive sick pay is completely justified. I completely agree with you; all employees should receive adequate compensation.

What advice would you give Suzanne?

Avoid starting too positively and building false hopes.

State the bad news in the first sentence to orient the reader.

Avoid addressing employees by their first names.

The reasons and explanations section of a bad-news message is extremely important because receivers want to know why they have been refused. Which of these guidelines apply to presenting the facts, analysis, and reasons in a bad-news message? Check all that apply.

Provide a smooth transition from opening paragraph to the explanation.

Indicate that you will entertain alternative views.

Avoid using company policy as a reason.

Well-written bad-news statements that include positive language, use passive voice, and imply the refusal are most successful.

Read the bad-news statement that would follow a presentation of the facts and reasons.

We will not give you a refund.

Which is the best revision for this bad-news statement?

No revision is necessary.

We are unable to offer you a refund at this time.

Although we are unable to offer a complete refund, we would like to extend your warranty for three additional months.

Read the bad-news scenario, and then answer the corresponding questions about the counterproposal and message closing.

Demetrio is a sporting goods distributor. Unfortunately, he needs to inform a customer that he will be unable to meet the promised delivery date on a shipment of Little League athletic jerseys. This may upset the customer because it will mean that some Little League players may not have their new jerseys in time for several preseason practice games.

Which silver lining counterproposal would be appropriate for Demetrio to include?

Since the shipment is delayed, every purchase for the next year will be 50 percent off for Little League customers.

Since the shipment is delayed, all 130 jerseys will be free.

Since the shipment is delayed, we will include four packages of official Little League game balls free of charge.

What advice should you give Demetrio as he prepares the conclusion of his message? Check all that apply.

Add a unifying quality to the message: It will surely be a great season!

Avoid statements that encourage future controversy: If this is unsatisfactory, please let us know.

Include willingness to assist in some way: We will contact you as soon as the jerseys arrive.