Class Reading Discussion - "I Have Some Bad News for You"

“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.