UNIT-4 [ Lesson-1: Introduction to Writing Bad News Letters ]
After you have read this lesson you will be able to:
- apply guidelines for writing all sorts of bad news letter
- use right language for writing claim letters of both routine and arguable types.
Introduction to Writing Bad News Letters
General guidelines for writing letters conveying bad news
It is very easy to choose language for conveying good news to anybody but you should take enough time in constructing your sentences while conveying bad news to some one, be it a death news or a refusal to any request or job application letter.
In conveying bad news in letter form or in any form of report, you must use the indirect plan especially, when you expect your readers to disapprove or to need persuading. Also while in business you may have to refuse an order, or a request for products information.
For example, suppose, you do not have a particular product, or you do not intend to sell it to individual customer but only to retailers or distributors, in all these situations you need to write using indirect plan. The indirect plan sometimes make readers more tolerant of bad news or more receptive to your arguments. The rule is very simple; just give explanation before you state the decision or refusal.
The indirect approach sometimes make readers more tolerant of bad news or more receptive to your arguments.
just give explanation before you state the decision or refusal.
Example
If you intend to announce the raised prices of the essential commodities of your company, you must first explain to your readers why the prices have gone up, either for inflation, or shortage of supply, due to transport problem, or natural calamities, etc., and then you gently break the news of the increased prices you are asking from your customers.
In doing so you should be honest and sincere in explaining the reasons behind your decision. In writing letters always convey a tone that helps readers understand how you feel about their needs. Be natural and empathise with your readers i.e., place yourself into your readers position and think about their needs.
Also after giving the bad news try to give alternative suggestion or compromise if possible. For example, instead of refusing a favour outright, try to suggest someone to whom the readers may turn:
“I will have to be out of the city on November 29, but my private secretary who is an excellent listener and communicator will be around.”
Also in reporting error, or bad news, aim for maximum clear expression and sincerity to retain the readers’ goodwill.
In reporting errors, or bad news, or refusal to any claim, favour, request, use the indirect plan i.e., giving your readers the explanations for the refusal first and then announce the refusal.
ACTIVITY-1
1. What do you mean by an indirect plan?
2. Which one of the two sentences below should you select for informing your customer about a bill that he has not paid?
A. You have not paid your bill.
B. This bill has not been paid.
Claim Letters
Claim letters are usually of two types; either they complain about unfair treatment, poor policies, etc., or request adjustment for defective goods, or poor services, or the like. Suppose as a sales manager you have to answer to the claim letters of your company’s customers.
Sometimes you are adjusting to the claims asked for, and sometimes you are forced to write a letter saying no to the request, or settle the refund, or repair the purchased item. In all these situation saying ‘no’ should be conveyed very carefully without offending the readers’ point of view.
Pay special attention in helping the readers understand the reasons for your decision by writing in indirect plan i.e., explain the reasons for refusal clearly, and then announce your refusal. End with suggestion for resale, future orders, or service if you have any, otherwise end positively by reflecting a tone in your expression as follows:
a. Your co-operation will be highly appreciated.
b. We appreciate your interest in our product.
Example of a claim letter writing ‘No’
ACTIVITY-2
Write a letter conveying ‘no’ to a claim made by one of your company’s customer who recently bought your new floor tiles and asking for replacement as some of the tiles he found cracked inside.
Letter of Complaint
In such letters, it is very important to remain calm. Appeal for the readers honour and fair play. Explain clearly what is wrong. If you make specific allegations support them with proof. State clearly the extent of your inconvenience or loss, lastly, indicate what kind of adjustment you would consider fair.
Take the following sample letter as a model only and use your own judgement in expressing your complain. Notice, how the writer uses a tactful, reasonable tone, and indirect plan to achieve his goal in the next page.
Use the indirect plan in writing bad news letter as it helps reader to become more tolerant of bad news and receptive to your bad news, or arguments.
ACTIVITY-3
Write a complaint letter about a problem you have had with goods or service. State your case clearly and objectively and request a specific adjustment.
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