U5_JOU231_BadNewsLetter.ppt

1. Bad-news letters
„ Purpose
ƒ To deliver a strategic message that will not please the
targeted individual
„ Audience
ƒ Usually just one person — and, often, you want
something from him or her
„ Media
ƒ Paper; mailed (sometimes e-mail)
„ Key to success
ƒ Announcement of the explanation before the bad news
Copyright © 2012 Pearson Education Inc., All rights reserved.

2. Bad-news letters
„ Format
ƒ With rare exceptions, one page
ƒ On organization’s stationery
ƒ Single-spaced
‚ Extra space between paragraphs and elements
of the heading
ƒ At bottom
‚ cc:
‚ P.S.:
‚ encl.
Copyright © 2012 Pearson Education Inc., All rights reserved.

3. Bad-news letter format:
HEADER
Organization Letterhead
123 Front Street
Miami, Florida 49876
555-111-2346
Date
Mr./Ms. First and Last Name
Person’s Business Title
Name of Person’s Organization
Organization’s Street Address
City, State (no comma) ZIP
Dear Mr./Ms. Last Name:
Text of letter starts here. Flush left, no indent. Single-spaced.
Copyright © 2012 Pearson Education Inc., All rights reserved.

4. Five-part bad-news letter
„ Part I (one paragraph)
ƒ Begin courteously and neutrally.
‚ Perhaps find common ground to comment on.
‚ Be polite but not enthusiastic.
‚ Focus on positive relationship, if possible.
‚ If responding to a complaint, apologize — but not in
a way that accepts responsibility.
‚ DON’T deliver the bad news.
Copyright © 2012 Pearson Education Inc., All rights reserved.

5. Five-part bad-news letter
„ Part II (beginning of new paragraph)
ƒ Explain the reasons for the bad news.
ƒ Avoid an abrupt change of tone in this new
paragraph.
„ Part III (middle of paragraph)
ƒ State the bad news.
‚ Be clear and concise.
‚ Avoid a one-sentence paragraph.
Copyright © 2012 Pearson Education Inc., All rights reserved.

6. Five-part bad-news letter
„ Part IV (end of paragraph)
ƒ Close the paragraph with something neutral or
positive. Don’t let the bad news close the
paragraph.
„ Part V (new paragraph)
ƒ Close courteously and neutrally, but don’t
mention the bad news again (don’t apologize).
ƒ If appropriate, mention a continuation of the
relationship. © 2012 Pearson Education Inc., All rights reserved.
Copyright

7. Bad-news letter format:
CLOSING
Again, thank you very much for your consideration of etc.
Sincerely,
Your Legible Signature
Your name
Your title
Copyright © 2012 Pearson Education Inc., All rights reserved.

8. Bad-news letters
„ Content and organization
ƒ Avoid an unintentionally sexist greeting.
‚ Is Lynn Jones male or female?
ƒ Use Ms. rather than Miss or Mrs. as a
courtesy title.
‚ Unless you know that the recipient prefers one
of the other titles
Copyright © 2012 Pearson Education Inc., All rights reserved.

9. Bad-news letters
„ Content and organization
ƒ When you address recipient as “Dear Ms. Jones”
‚ Place a colon after “Jones.”
‚ Sign your first and last name at the bottom.
ƒ When you address recipient as “Dear Lynn”
‚ Place a comma after “Lynn.”
‚ Sign only your first name at the bottom.
‚ Still type your first and last name (and title) under your
signature.
Copyright © 2012 Pearson Education Inc., All rights reserved.

10. Tips
„ Avoid the pronouns I and you in any negative
sentences — especially the bad-news sentence.
„ Don’t be wordy — but don’t be so blunt that you
sound rude.
„ Never disparage your organization.
„ Don’t apologize in a way that accepts blame.
„ Avoid clichés.
„ Use this organization in bad-news speeches and
memos.
Copyright © 2012 Pearson Education Inc., All rights reserved.