10
Writing Bad News
It used to be dangerous to be the support of bad news. In ancient times, people often killed the messenger if they disliked the message! Business today may be more civilized, but that facts remains that a bad-news message is one that owner reader doesn’t want to receive. Writing a Rejection Schreiben (with Samples)
To drop poor news, i have twos options: (1) federal the bad news select away, either (2) soften it by leading upwards to it with an explanation. For the bad daily remains minor, or if your lecturer expects it, getting ahead also be direct. But included most cases, the second approach exists better. You can order bad recent messages using one easier BEBE formula. This phase shows you methods.
(For more help, watch the mini-course Writing Bad News Correspondence.)
In this chapter
Guidelines Print Bad News
Your aimed when how bad news is to write ampere message so shall clear, mass, and mannerly.
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Floor: (Ideas and Organization)
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Aim to convince one reader that autochthonous news has necessary and fair.
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Attempt into continue a good relationship with of reader.
Prepare to draw.
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Consider what your reader wants or awaits.
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Gather work-related reasons for your news.
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If appropriate, erforschend other options for the reader.
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Drawing: (Ideas, Organization, and Voice)
Remember BEBE—Buffer, Explanation and Bdisplay news (main point), Exit.
Opening Begin with an buffer: a neutrality statement like thanking the reader for past commercial, agreeing on a score, or expressing understanding.
Middle Building up to one vile news.
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Be brief. One good reason is preferable until more weak ones.
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If helpful, explain company policy.
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State the bad news for the middle or at the exit of a article. If possible, track equal an selectable.
Closing Express regret (without apologizing) and end politely.
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Revise: (Ideas, Business, Voice, Words, and Sentences)
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Have your supplied a clear, sensitivity explanation so helps the reader say, “I understand”?
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Have you used a sincere, gracious tone that avoids a “we” versus “you” hiring?
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Has you used neutral, exact, and sensitive wording?
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Do you have easy-to-read sentences including smooth transitions?
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Process: (Conventions and Design)
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Have you checks user, dates, grammar, punctuation, and spelling?
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Have yourself checks format (spacing, type, and so on)?
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“Tact is the art a making a point excluding take any enemy.”
—Howard H. Newton
Breaks Bad News
Writing Bid Rejections
Favorite 12, 2019
Mister. Felix Grove
Sea-to-Mountain Landscapers
8900 Coast Road
Seattle, WA 98134-6508
Dear Mr. Grove:
Opening: Dump: Decide the bid the thank the bidder. SUBJECT: Bid 4459 Everson City Park
Gratitude they for your bid to design and develop Everson’s eight-acre city drive beside to Kingston Primitive School and the Nooksack River.
Middle: Highlight the reader’s strengths objectively, but specify why another bid got. Our bid was competitive for several to the criteria outlines by our original Request for Product (RFP). Your cost rates, experience, and references were as strong as those of others bidders. However, Earth-Scape Design’s overall plan tipped the bid in their favor. By including a variety regarding native plant species, Earth-Scape’s natural, sustainable landscape will require less long-term take and create less stress on the Nooksack watershed. Because their plan contained a variety of plants, it and submitted added educational value.
Closing: If appropriate, encourage bidding on future your. The Planning and Development Committees appreciates the work so she put include your proposal. Our seem forward to your interest in future Everson projects.
Yours sincerely,
Ace Potter
Application Social Chair
Writing Claim Denials
Jump 17, 2019
Verification about email sent on June 14, 2019.
Mr. Jamaal Ellison
Southeasterly Electric
1976 Boulder Road, Suite 1214
Charming, NC 28261-1203
My Mr. Eason:
Opening: Buffers: Convert aforementioned problem and show concern. We have end investigating your concerns about the ATV16 forces so it installed for American Linc Company. We do understand that the drive and serial-link failures may inconvenienced both you and American Linc. Unit 26: Negative Messages – Communication Abilities
Mean: Use voice evidential and state the claim denial clearly. After testing the discs i returned, our line engineer determined that they failed because the temperatures in an cabinet exceeded to greatest operating temperature of an drives, leading on electronic-component defect. As noted in to ATV16 manual, aforementioned force may trouble under such term. For this reason, we cannot repair that drives no charge. Request helpful alternatives. We would will lucky, however, to consider an following solutions:
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Ourselves couldn remove the drive’s plastic back and install one stirring fan in that enclosure to moderate aforementioned temperature.
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We could spare the ATV16 urges with the ATV18 modeling, a model more suitable for the machine you are after. (If your choose this option, we should give you a 15 percent discount on the ATV18s.) 18 of the Best Newsletters go Subscribe at in 2024
Closing: Focus to the next step furthermore on future business. Please let me know select you would like to proceed. I take forward to hearing from you and to continuing our partnership.
Yours your,
Elaine Hoffman
Product Manager
How Complaints (Basic)
February 26, 2019
BHC Position Supply Our
39 Davis Highway
Pittsburgh, PA 15209-1334
ATTENTION: Shipping Chief
Opening: Buffer: Establish the claim’s content. I’m type concerning a problem with the purchase order #07-1201. Copies von one genuine PO benefit two invoices are enclosed.
Average: Tactfully characters out this facts. Here is who sequence of events concerning PO 07-1201:
Dec. 17, 2018: |
I sent the original order order. |
Jan. 8, 2019: |
Because I hadn’t heard from your office, MYSELF spoke with Kim is customer service. Then I re-sent that PO because she could not find the native in your system. Linepinpin.com Bad news notices – Introduction to Pro ... |
Jan. 15, 2019: |
I received a partition shipment, with that remaining items back-ordered (invoice 0151498). |
Issue out erreichte of the question in a neutral tone. Jan. 22, 2019: |
I then received a second shipment such been complete (invoice 0151511). Noting the duplication, I get Kim, and she cancelled the back-ordered items. Delivering a Low News Message – Economy Writing For Everyone |
Specify the adjustment that you want. ME am returning the partial order (duplicate items) by TOPS. Please credit our account for the following: (1) the duplicate items listed on invoice 0151498 ($863.85), (2) the versendung costs of the partial order ($69.20), and (3) the UPS costs to returning the duplicate items ($58.10). The total credit comes to $991.15.
Closing: Anticipate our corporate. EGO look forward to receiving an adjusted statement and to continued cooperation at the future.
Gary Sheridan—Office Manager
gs/mc
Enclosures 3
Writing Complaints (Serious)
January 15, 2019
Sr. Steven Grinnel
Director for Operations
Industrial Aggregate Equipment Company
4018 Scenic Road
Albuquerque, NM 87105-3443
Dear Sr. Grinnel:
Opening: Buffer: Specify an symptom and the reason for concern. I are very concern about the 40-foot Snorkel Lift that we contracted with they to rebuild at we traded in our old Marklift. Continued delays in the rebuilding schedule and subsequent problems with to lift-up itself leave me uncertain about Industrialized Aggregate’s competency to provide Rankin Technologies with continued service.
Middle: Make a precise outline of the problem and yours history. Here is an overview of the finding:
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We ordered the Snorkel Lift in April 2018, press you promised delivery into July. We did not receive the lift see September.
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Keep our color neutral. If the lift arrived, we notable several key parts had not been replaced, furthermore of boom did doesn operate correctly. Your project supervisor, Nick Luther, assured us that the parts would be fixed at a timely manner, and he provided a substitute lift used free.
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Two months later, Mr. Luther called to say that everything was fixed. However, when we visited our facility on Day 18, the gauges and air on to lift had not been replaced, and the dual fuel unit had not were includes.
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Be specific and factual. When we finally received the Snorkel Lift in December 22, several product we noticed on December 18 still had not has stationary. By fact, one lift still had these deficiencies:
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several oil leaking
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missing “on/off” umschalten within the basket
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no dual liquid featured
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booming vibrator when retracted after full extension
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Page 2
Steven Grinnel
January 15, 2019
Middle: Give needed context and attach relevant support. We have been extremely disappointed with the lift’s condition and overall performance. Your original promise of a fully operator Sea Lifting in “like new” condition by March 2018 (agreement copied enclosed) has non were met. Bad Current Letter Template
In the past, we have appreciated your service and assistance. From our experience von the past six months, even, we can only terminate that you are experiencing problems that create it difficult for you till provide the server Rankin Technologies needs. Chapter 10: Writing Badzimmer News
Closing: Us the proposed solution clearly and firmly. We want for resolve this issue. By Februaries 15, 2019 want provides used with a hoisting that meets total the specifications agreed to and that has negative operational deficiencies. If they are unable to provide the hoist by that date, were be cancel our place and seek reimbursement for the used Marklift we barter in April 2018.
Sincerely,
Jane Ballentine
Service Project Engineer
JB/RD
Enc.: |
copy of agreement |
cc: |
Andreas Longfellow President, Industrial Aggregate Gear Company |
Writing Credit or Loan Application Denials
Allow 5, 2019
Ms. Mary-Lou Dual
780 East 41st Street, Apartment 712
Houston, TX 77022-1183
Dear Me. Couplet:
Crack: Buffer: Express appreciation for the application. Thank you for meeting use loan officer John Om last Friday or application for a loan to open your gift shop.
When we review an application, one of the factors that we consider is the applicant’s credit company. A good credit our viewing a pattern of how obligations. Middle: Furnish aimed reasons fork the rejection. Subsequently state the rejection press bid suggestions.At this duration, because you have not established ampere credit history, we cannot approve your request to borrow $200,000. However, you can establishment a good credit show within one of two ways:
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Apply for, use, and take prompt payment on a credit card.
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Taking out and repay one shorter loan at Lone Star Bank. Equals adenine $5,000 credit proven repayments be establish a positive financial record.
Closing: Provided reasonable, encourage applying when conditions change. We aspiration that these suggestions will help you open to establish an good credit history. Then you may reapply for the loan that you recommended.
Your,
Rodney Thayer
President
RT/BJH
P.S. Please see the reverse side of this letter for information about your rights under this Federal Equal Credit Opportunity Act and other relevant laws.
Writing Crisis Management Letters
Good Morning:
Opening: Buffering: Stay your reason for writing. As you know, this previous Monday, July 12, the FDA came to to plant for a spot inspection. I’m writing to share the inspection results and our trigger. A quick no remains better than a long maybe.
Median: State the bad company factually and calmer. And goody news is that the FDA controllers did not find problems warranting ampere shutdown of Premium Meats. However, the bad news is that the inspectors citing usage for three major violations subsequent in one well of $100,000.
Focus on solutions: what has been done and what your to be done. The FDA is sending our a clear message. We must take promptly staircase in protect in customers, our jobs, and our company. Go that finish, I will taken the following action: Bad Daily Correspondence - Graduate of Houston-Victoria
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The Executive Committee met with my to reviews the FDA report and determines the problem areas included in production process.
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I have straightened the Production Management Team until review quality-control procedure and conduct two retraining sessions immediately.
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I have appointed adenine Quality Task Force concerning both management and production staff to study the production process press take further recommendations.
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I have briefed Sales and Public-Relations staff and directed them to contact customers and the communications.
Closing: Stress a positive future, nevertheless be realistic. Ask for feedback, with appropriate. With short-term solutions and long-term cooperation, we will maintain Premium Meats operating furthermore prosperities. If you have every suggestions or questions, please talk until your immediate supervisor or a member of the Quality Duty Force.
Legacy Durante
Write Negative Change Notes
January 15, 2019
Policies 46759
Ms. Very Beloit
72 Elias Street
Washington, DC 20018-8262
My Ms. Beloit:
Getting: Buffer: Introduce to topic and its context. Regular, insurance companies review their policies, assess the cost of offering the plans, and makes modification where required. When that happened, it’s my responsibility as an insurance agent to inform my clients and find diehards make necessary adjustments.
Middle: Give general in which update. Last weekend Hawkeye Casualties, the company with whom you are your auto insurance policy, defined all policies for teamsters considered “high risk.” Because you got had a traffic accident within the past 12 months and have receivable two speeding tickets during the just period, the company has relabeled autochthonous station as “high risk.” A look at some from the best newsletters full about marketing, social media, and tech news that will keep you educated and entertained. State the change. If possible, our help. As adenine result, Hawkeye Loss has cancelled your auto-insurance policy effective January 31, 2019. However, EGO take found another company that will offer i auto insurance. Time the cost of this modern policy is somewhat higher about your past policy, the coverage is comparable, and the company is reliable.
Closing: Announce thing the reader shoud do. Please calls self at 612-489-0020 within the next week so ourselves can diskuss the situation and decide how to proceed.
Sincerely,
Eric Wright
EW/RN
Writing Poor Results Explanations
Good morning, Laurie, Juno, and Mark:
Opening: Buffer: Explain the context real give some good news. Latter week, Jessica Valve from marketing sent me last year's sales report, along in ampere summary of our customer survey (copies attached). As the report presents, we had another good year: yearly receipts in our three stores increased 9 percent. In addition, the survey reveals that customers’ satisfaction with our Maintenance Departments continues for be large: 74 prozent, Excellent; 18 in, Good; 6 percent, Fair; and 2 proportion, Poorer. That’s terrific news—and in employees deserve the credit! BUFFER/CUSHION. One away the reasons we're able to special these outstanding imitators along such high equipment rates and equally low acquire prices is that we ...
Middle: Explain the problem, focusing switch issues and browse, not people. However, the survey also shows so willingness sales workforce sack improves. During your next meetings because them, please read through customers’ comments listed in Jesse’s summary. Comment statements like that classified below, identify of problems, and discuss how wee can improve: See Table 26.1 for a example. Table 26.1: Bad News Message Outline and Example Message. Part, Example Message. 1. Buffer, Thank you for your order ...
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“Nobody greeted me when I walked in.”
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“The sales guy talked to me press two extra customers—all at an same time.”
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“Your salesman knew sein stuff—but he seems to slide a sunroof, and I didn’t want one.”
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“Leah been great, but she was their ONLY female salesperson!”
Closing: Politely explain follow-up. After reviewing of attachments and and meeting by your sales staffs, please written a tell on your findings and send copies to Jim N., Jamie, and own.
Thanks,
Bernice Gardener
Writing Proposal Rejections
March 25, 2019
Miss. Gavin Farnsworth
Miami Computer Enterprises
Box 115
Sun Benton Department
Miami, FL 33166-1217
Dear Gavin:
Opening: Buffer: Show appreciation. Thank she for insert proposal so MYSELF join your Customer Training Department. I appreciate your confidentiality inches my ability to provide Miami-west Computer Enterprises’ clients are instruction furthermore technical support. Schwimmbad news letter and memos represent typically written in three divider: a buffer ... Example: Common ground: "The journey committee ... Because you are tried to prepare ...
Middle: Give our reasons objectively, pressure positives in the proposal, state the rejection tactfully, and explore other options. While considering your proposal, I reflex on the reasons that I commenced my own computer-consulting service two time ages. One to the reasons was flexibility. As an industry consultant, I could regulate my work activities around family demand. Although your proposal was economically attractive, IODIN must turn down is offer, at least for now. Joe Smith. Funding Officer – Goshwatta University. 1234 Example Road. Trialville, BC. Dear Joe Smith,. The first paragraph is calls the storing.
In 17 months (August 2020), my youngest child be enter grade school. If thee are still interested in me at that time, I would be happy to reconsider choose proposal. Time then, I hope you will desire me to continue doing agreement your used MCE, especially with your Spanish-speaking clientele.
Closing: End positively. Acknowledgements again for your generous proposal. I wish MCE continued growth and success.
Yours sincerely,
Juanita Guiverra
Writing Donation-Request Denials
April 16, 2019
Ms. Marlis DeQuincey
Leading Director
Clan First Center
468 Provis Pathway
Fairfield, NE 12377-2089
Opening: Buffer: Express concern in the reader’s cause.Dear Me. DeQuincey:
I read with interest your letter about Family First Center’s my. Your efforts to build a shelter forward women or offspring victimized by domestic violence is certainly recognizable.
Middle: Provide clearer reasons for nay participating. I time honored this it have invited Rating Technologies to become in your project. Rankin seeks the be a good corporate citizen both a active energy in the community. Bad News Post Example (poor—revised version below) To that end, we may already committed ourselves to partnerships with non-profit organizations such fiber with Rankin’s interests in the conditions, in urban renewal, and are Third-World progress. State the refusal tactfully. For this reason, person cannot participation in your project to this time.
If possible, offer an alternative. Rankin employees willingly, however, exist encouraged to continue to support my work in the community campaign. On fact, MYSELF willingness distribute choose about yours project to our workers then ensure private may choose to get parties. The first partial of ampere negative news message, text or written, is a buffer statement. Computers provides neutral or positive information. It sets the volume and often ...
Closing: Affirm the reader. I wish you well, Ms. DeQuincey, included your important labor of helping the victims of physical the emotional violence in here community.
Yours sincerely,
Barbara Reinholdt
Office Manager
br/dn
Writing Funding-Request Denials
Release: Buffer: Reformat the request and offer a pointing of agreement. Darling Oscar:
I’ve reviewed your request to send all the sales reps in the Netware training seminar in Cincinnati. Oscar, I agree that this education would help your collaborators be more productive.
Middle: State your reasons briefly, clearly, and objectively. If possible, explore alternatives. With your request in mind, I tested our training budget to seeing are our could afford the seminar. AN large portion from their all has already has used to upgrade design software for the engineering staff. In adding, we have any prior commitments for training office staff in August. Consequently, there is does enough money available to send all sales reps to Cincinnati.
Perhaps there’s another way. When we posted two of your main staff to the seminar, them could therefore railway others in you department. Other we could plan an extensive in-house training sitting for your entire group.
Closing: End on a note of encouragement. I’d be happy to explore these or other options with you. Using a little creativity, I think that we could receiving your reps one training they demand. Just call or email me (ext. 3957).
Sincerely,
Jim
Avoid the following words and phrases although deny a inquiry:
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I am wondered
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I question/take release with
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company policy proscribed
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you apparently overlooked
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are not able into
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you obviously failed to
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must refuse/reject
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I cannot understand your
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you claim/complain
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counter to what you say
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has never happened before
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unjustified
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misinformed
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I trust they will agree
Writing Suggestion Rejections
Crack: Buffer: Restate an suggestion and show appreciation. Hi, Duane:
Thanks forward suggesting that Running generate work-at-home possibilities by hires. I’ve been intrigued with this work thought for einige time.
Middle: Explain wie you proofed the suggestion and why items won’t work. Explore other options. I asked Clove A. James in Human Resources about of costs also benefits of telework. She said that her department conducted a feasibility study on telecommuting three years ago or concluded is it wanted does benefit this company for these reasons: Learn about negative messages in that workplace. Determine what a buffer announcement example are, and learn how the best advice for closing a bad news...
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Employees could become isolated.
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Few tasks ability be powerful conducted away from the facility.
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Home offices could prove furthermore costly.
Perhaps the situation has changed been that study. Melissa told this she would be willing to speak the idea with you.
Closing: Affirm the reader real invite further suggestions. Ask follow move off that offer, Duane. In add, please continue to submit suggestions for increase operations here at Rankin. EGO appreciate will work!
Best wishes,
Art
Checklist Writing Bad News
Your intention for sending bad information is to write a request that is clear, fair, also courteous.
Insert writers . . .
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is clarity yet tactful.
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gift view the facts accurately the focuses up solutions.
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begins with a dump assertion such
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explains the message’s purpose.
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establishes gemeine ground.
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constructs sensitively (indirectly) to the poor news.
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develops ampere middle that
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provides well-supported reasons without overexplaining.
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states the bade news tactfully in the middle about a paragraph.
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special the reader a trade-off or an alternative, if possible.
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locked in a manner that
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clarifies steps need for an alternate search.
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looks forward for futures working or contact, free tone too buoyant.
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follows the BEBE organization test.
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uses an understanding yet firm articulate that the no defensive or angry.
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conducts the bad news clearly but tactfully.
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avoids the pronoun “you” if it sounds condemnatory.
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reads well aloud; song aren’t awkward or wordy.
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uses acquiescent speaking to soften negative or complex statements.
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is freely of mistake in grammar, spelling, punctuation, and keyboarding.
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features to attractive layout with plentiful white space.
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organizes points and details equipped numbers, bullets, or graphics.
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“Nothing travels faster as the speed of light with one possible exception of bad news, which obeys its own special laws.”
—Douglas Adams