“I apologize, Mr. Smith,
but your request to build a 30 ft. tall statue of yourself on your front lawn
has been declined by the housing authority.” Yeesh, no one likes to deliver bad
news. Especially when it involves emblazoning your figure forever in the form of a statue. However, in the world of business, it is a necessary skill to practice.
Eventually, at some point in your professional career, you will have to tell
someone no, or deliver some form of bad news to them (maybe even fire them).
Bad news letters generally come in two different forms, Direct and Indirect. In
both types of these messages, some form of inconveniencing news is delivered
truthfully, but in varying approaches. Let’s look at indirect messages first.
Indirect:
Indirect bad news letters
convey a commonly more informal tone. This type of bad news letter uses a less
heavy-handed approach than Direct messages. Indirect bad news messages are used
for when you want to decline a request or deliver a message while still seeking
to interact with the other party in the future. These messages use a simple,
easy to remember format: Thanks, Because, Sorry, Thanks.
The first “thanks” is
your opener. You want to start of the message with positive statement about the
other party or the interactions you’ve had with them. Thank them for their
interest in your project or company, but not in such a way that you distort
what they’d asked for. You want to be firm with your rejection, but not so much
so that it turns them away from doing business with you in the future.
Next, your “because”
section are your reasons for writing the message. This is the real “meat and
potatoes” of your message. In this section, you shouldn’t convey the bad news, but
the reasons for its happenings. You should explain these reasons logically, and
in such a way that both parties could understand why things will not work out.
Then you’ll slide into
your “sorry” section. This is where you get to the point of the message, and
just plainly state the bad news. Along with that, you should try to leave an
open invitation to do business in the future, but don’t give the reader false
hopes.
Finally, we return once
again to the “thanks” section. Much like in many forms of writing, you’ll want
to reiterate what you stated in your opening. Thank them again for their
interest and convey a tone of sincere disappointment that said request will not
work.
Now let’s take a look at
a more…certain approach to bad news: Direct bad news messages.
Direct:
Direct bad news messages
ensures that you get the point across, while still being civil. You would
generally use a Direct bad news message when you want to slam the door shut on
the sender, ensuring this kind of request does not continue. Direct messages
use a similar formula as indirect messages, but with a much different tone.
Firstly, you’ll begin
with a “thank you” statement. Even in the most direct forms of communication,
civility and courteousness is still expected. Thank them for their interest or
in taking the time to write to you.
Next, slide the message
into the “sorry” section. You don’t want your massage to linger to long on unnecessary P's and Q's, so getting right to the point in the next section is key.
Deliver the bad news in “easy to understand” methodology, but don’t offend the
reader.
Then, move the message
into the “because” section. Much like in the indirect method, you’ll want to
explain the reasons for the bad news. Do so in a firm manner, but again don’t
make it seem like you’re out for blood.
Finally, we return again
to the “thanks” section. Thank them again for their interest but assure them
that further requests of this nature will be discarded with no reply. Insure
that the door is shut on them, but with civility.
