{"id":55,"date":"2019-05-31T23:14:17","date_gmt":"2019-06-01T03:14:17","guid":{"rendered":"https:\/\/openstudio.pub\/techwriting\/chapter\/delivering-bad-news-making-a-written-apology\/"},"modified":"2025-04-14T08:07:59","modified_gmt":"2025-04-14T12:07:59","slug":"delivering-bad-news-making-a-written-apology","status":"publish","type":"chapter","link":"https:\/\/openstudio.pub\/techwriting\/chapter\/delivering-bad-news-making-a-written-apology\/","title":{"raw":"Delivering Bad News\/Written Apologies","rendered":"Delivering Bad News\/Written Apologies"},"content":{"raw":"When delivering bad news, include the following:\n<ul>\n \t<li style=\"font-weight: 400\">A sincere greeting that does not relate to the bad news. If you open with the bad news, you may lose your reader immediately.<\/li>\n \t<li style=\"font-weight: 400\">Explanation of the circumstances that led to the bad \u00a0news. Bad news is harder to accept when it does not make sense. Explain as much as possible\/appropriate.<\/li>\n \t<li style=\"font-weight: 400\">Deliver the bad news with an apology if appropriate.<\/li>\n \t<li style=\"font-weight: 400\">Immediately after the bad news, include a statement that fosters goodwill. If possible, offer a compromise.<\/li>\n<\/ul>\n<p style=\"padding-left: 40px\"><strong>*NOTE<\/strong>: No amount of strong or fancy writing will make bad news sound good. However, a well-crafted message helps the reader understands and accept the message.<\/p>\n<p style=\"padding-left: 40px\">Analyze your <strong>audience<\/strong> by asking:<\/p>\n\n<ul>\n \t<li style=\"list-style-type: none\">\n<ul>\n \t<li style=\"list-style-type: none\">\n<ul>\n \t<li style=\"font-weight: 400\">How serious is the issue?<\/li>\n \t<li style=\"font-weight: 400\">How much damage has been done?<\/li>\n \t<li style=\"font-weight: 400\">How valuable is the future relationship?<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p style=\"padding-left: 40px\">Pay close attention to your <strong>tone<\/strong>:<\/p>\n\n<ul>\n \t<li style=\"list-style-type: none\">\n<ul>\n \t<li style=\"list-style-type: none\">\n<ul>\n \t<li style=\"font-weight: 400\">Establish a serious, sincere, but not overly dramatic tone.<\/li>\n \t<li>Offer a sincere apology, but don't overdo it.<\/li>\n \t<li style=\"font-weight: 400\">Use diction (word choice) carefully: often how you phrase your apology matters more than what is actually stated.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p style=\"padding-left: 80px\"><strong>*<\/strong>When writing bad news messages, use a tone that is clear but not accusatory. The table below shows a few examples:<\/p>\n\n<div>\n<table class=\"shaded aligncenter\" style=\"width: 85%\"><caption>TABLE 5<\/caption>\n<tbody>\n<tr>\n<td style=\"text-align: center;width: 256.047px\"><strong>Vague<\/strong><\/td>\n<td style=\"text-align: center;width: 256.047px\"><strong>Accusatory<\/strong><\/td>\n<td style=\"width: 406.047px;text-align: center\"><strong>Clear and polite<\/strong><\/td>\n<\/tr>\n<tr>\n<td style=\"width: 256.047px\">This assignment wasn\u2019t quite what I was looking for.<\/td>\n<td style=\"width: 256.047px\">You failed!<\/td>\n<td style=\"width: 406.047px\">This assignment did not earn a passing score.<\/td>\n<\/tr>\n<tr>\n<td style=\"width: 256.047px\">Your instructions were unclear.<\/td>\n<td style=\"width: 256.047px\">I have no idea what you want. These instructions don\u2019t make any sense.<\/td>\n<td style=\"width: 406.047px\">Looking at the instructions you sent, I wasn\u2019t able to get a good sense of what you were looking for.<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<\/div>\n<p style=\"padding-left: 40px\">Pay attention to your <strong>format and structure<\/strong>:<\/p>\n\n<ul>\n \t<li style=\"list-style-type: none\">\n<ul>\n \t<li style=\"list-style-type: none\">\n<ul>\n \t<li style=\"font-weight: 400\">Provide an explanation where appropriate, but don't make excuses or blame others.<\/li>\n \t<li style=\"font-weight: 400\">Offer to make amends or rectify the situation when appropriate.<\/li>\n \t<li style=\"font-weight: 400\">Close by maintaining good will.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p id=\"yui_3_17_2_1_1588717056297_1556\" style=\"padding-left: 80px\">Be sure to follow the\u00a0<b>bad news letter structure<\/b> when delivering bad news or making apologies:<\/p>\n\n<ul>\n \t<li style=\"list-style-type: none\">\n<ul>\n \t<li style=\"list-style-type: none\">\n<ul id=\"yui_3_17_2_1_1588717056297_1613\">\n \t<li id=\"yui_3_17_2_1_1588717056297_1611\"><span id=\"yui_3_17_2_1_1588717056297_1562\">The\u00a0<\/span><b>buffer\/cushion<\/b><span id=\"yui_3_17_2_1_1588717056297_1717\"> (paragraph 1) works to set up the communication and put the reader into a more receptive frame of mind.<\/span><\/li>\n \t<li id=\"yui_3_17_2_1_1588717056297_1611\">The<b>\u00a0explanation<\/b><span id=\"yui_3_17_2_1_1588717056297_1841\"> <span id=\"yui_3_17_2_1_1588717056297_1717\">(paragraph 2) <\/span>explains the purpose of the communication and provides a brief (when appropriate and necessary) overview of the situation.<\/span><\/li>\n \t<li id=\"yui_3_17_2_1_1588717056297_1611\">The\u00a0<b>negative news message<\/b><span id=\"yui_3_17_2_1_1588717056297_2009\"> <span id=\"yui_3_17_2_1_1588717056297_1717\">(paragraph 3) <\/span>directly addresses how the bad news directly affects the reader\/customer\/recipient.<\/span><\/li>\n \t<li id=\"yui_3_17_2_1_1588717056297_1611\">The\u00a0<b>redirect <\/b><span id=\"yui_3_17_2_1_1588717056297_1717\">(paragraph 4) <\/span>discusses specific actions that you will take (or that have already been taken) to remedy the problem. In the case below, this redirect also includes a solution strategy enhanced with a soft-sell message (a subtle, low-pressure method of selling, cross-selling, or advertising a product or service). This can also work as a conclusion.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<\/li>\n<\/ul>\nHere\u2019s an example of a well-structured bad news message:\n<table id=\"yui_3_17_2_1_1588717056297_2030\" class=\"shaded landscape aligncenter\" style=\"width: 1317px\" border=\"1\" width=\"85%\" cellspacing=\"0\" cellpadding=\"0\">\n<tbody id=\"yui_3_17_2_1_1588717056297_2029\">\n<tr>\n<td style=\"width: 342.063px\" valign=\"top\"><b>Buffer or Cushion<\/b><\/td>\n<td style=\"width: 947.063px\" valign=\"top\">Thank you for your order. We appreciate your interest in our product.<\/td>\n<\/tr>\n<tr id=\"yui_3_17_2_1_1588717056297_2028\">\n<td id=\"yui_3_17_2_1_1588717056297_2027\" style=\"width: 342.063px\" valign=\"top\">\n<p id=\"yui_3_17_2_1_1588717056297_2026\"><b>Explanation \u2013\u00a0<\/b>reasons why<b><\/b><\/p>\n<\/td>\n<td style=\"width: 947.063px\" valign=\"top\">We are writing to let you know that this product has been unexpectedly popular, with over 10,000 requests on the day you placed your order.<\/td>\n<\/tr>\n<tr>\n<td style=\"width: 342.063px\" valign=\"top\"><b>Negative News<\/b>\u00a0\u2013\u00a0 focuses on what they\u00a0<i>can<\/i>\u00a0do<b><\/b><\/td>\n<td style=\"width: 947.063px\" valign=\"top\">This unexpected increase in demand has resulted in a temporary out-of-stock\/backorder situation. We will fulfill your order, received at 11:59 p.m. on 09\/09\/2009, in the order it was received.<\/td>\n<\/tr>\n<tr>\n<td style=\"width: 342.063px\" valign=\"top\"><b>Redirect<\/b>\u00a0\u2013\nthis example also includes a soft-sell message<\/td>\n<td style=\"width: 947.063px\" valign=\"top\">We anticipate that your product will ship next Monday. While you wait, we encourage you to consider using the enclosed $5 off coupon toward the purchase of any product in our catalog. We appreciate your business and want you to know that our highest priority is your satisfaction.<\/td>\n<\/tr>\n<\/tbody>\n<\/table>","rendered":"<p>When delivering bad news, include the following:<\/p>\n<ul>\n<li style=\"font-weight: 400\">A sincere greeting that does not relate to the bad news. If you open with the bad news, you may lose your reader immediately.<\/li>\n<li style=\"font-weight: 400\">Explanation of the circumstances that led to the bad \u00a0news. Bad news is harder to accept when it does not make sense. Explain as much as possible\/appropriate.<\/li>\n<li style=\"font-weight: 400\">Deliver the bad news with an apology if appropriate.<\/li>\n<li style=\"font-weight: 400\">Immediately after the bad news, include a statement that fosters goodwill. If possible, offer a compromise.<\/li>\n<\/ul>\n<p style=\"padding-left: 40px\"><strong>*NOTE<\/strong>: No amount of strong or fancy writing will make bad news sound good. However, a well-crafted message helps the reader understands and accept the message.<\/p>\n<p style=\"padding-left: 40px\">Analyze your <strong>audience<\/strong> by asking:<\/p>\n<ul>\n<li style=\"list-style-type: none\">\n<ul>\n<li style=\"list-style-type: none\">\n<ul>\n<li style=\"font-weight: 400\">How serious is the issue?<\/li>\n<li style=\"font-weight: 400\">How much damage has been done?<\/li>\n<li style=\"font-weight: 400\">How valuable is the future relationship?<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p style=\"padding-left: 40px\">Pay close attention to your <strong>tone<\/strong>:<\/p>\n<ul>\n<li style=\"list-style-type: none\">\n<ul>\n<li style=\"list-style-type: none\">\n<ul>\n<li style=\"font-weight: 400\">Establish a serious, sincere, but not overly dramatic tone.<\/li>\n<li>Offer a sincere apology, but don&#8217;t overdo it.<\/li>\n<li style=\"font-weight: 400\">Use diction (word choice) carefully: often how you phrase your apology matters more than what is actually stated.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p style=\"padding-left: 80px\"><strong>*<\/strong>When writing bad news messages, use a tone that is clear but not accusatory. The table below shows a few examples:<\/p>\n<div>\n<table class=\"shaded aligncenter\" style=\"width: 85%\">\n<caption>TABLE 5<\/caption>\n<tbody>\n<tr>\n<td style=\"text-align: center;width: 256.047px\"><strong>Vague<\/strong><\/td>\n<td style=\"text-align: center;width: 256.047px\"><strong>Accusatory<\/strong><\/td>\n<td style=\"width: 406.047px;text-align: center\"><strong>Clear and polite<\/strong><\/td>\n<\/tr>\n<tr>\n<td style=\"width: 256.047px\">This assignment wasn\u2019t quite what I was looking for.<\/td>\n<td style=\"width: 256.047px\">You failed!<\/td>\n<td style=\"width: 406.047px\">This assignment did not earn a passing score.<\/td>\n<\/tr>\n<tr>\n<td style=\"width: 256.047px\">Your instructions were unclear.<\/td>\n<td style=\"width: 256.047px\">I have no idea what you want. These instructions don\u2019t make any sense.<\/td>\n<td style=\"width: 406.047px\">Looking at the instructions you sent, I wasn\u2019t able to get a good sense of what you were looking for.<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<\/div>\n<p style=\"padding-left: 40px\">Pay attention to your <strong>format and structure<\/strong>:<\/p>\n<ul>\n<li style=\"list-style-type: none\">\n<ul>\n<li style=\"list-style-type: none\">\n<ul>\n<li style=\"font-weight: 400\">Provide an explanation where appropriate, but don&#8217;t make excuses or blame others.<\/li>\n<li style=\"font-weight: 400\">Offer to make amends or rectify the situation when appropriate.<\/li>\n<li style=\"font-weight: 400\">Close by maintaining good will.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p id=\"yui_3_17_2_1_1588717056297_1556\" style=\"padding-left: 80px\">Be sure to follow the\u00a0<b>bad news letter structure<\/b> when delivering bad news or making apologies:<\/p>\n<ul>\n<li style=\"list-style-type: none\">\n<ul>\n<li style=\"list-style-type: none\">\n<ul id=\"yui_3_17_2_1_1588717056297_1613\">\n<li id=\"yui_3_17_2_1_1588717056297_1611\"><span id=\"yui_3_17_2_1_1588717056297_1562\">The\u00a0<\/span><b>buffer\/cushion<\/b><span id=\"yui_3_17_2_1_1588717056297_1717\"> (paragraph 1) works to set up the communication and put the reader into a more receptive frame of mind.<\/span><\/li>\n<li id=\"yui_3_17_2_1_1588717056297_1611\">The<b>\u00a0explanation<\/b><span id=\"yui_3_17_2_1_1588717056297_1841\"> <span id=\"yui_3_17_2_1_1588717056297_1717\">(paragraph 2) <\/span>explains the purpose of the communication and provides a brief (when appropriate and necessary) overview of the situation.<\/span><\/li>\n<li id=\"yui_3_17_2_1_1588717056297_1611\">The\u00a0<b>negative news message<\/b><span id=\"yui_3_17_2_1_1588717056297_2009\"> <span id=\"yui_3_17_2_1_1588717056297_1717\">(paragraph 3) <\/span>directly addresses how the bad news directly affects the reader\/customer\/recipient.<\/span><\/li>\n<li id=\"yui_3_17_2_1_1588717056297_1611\">The\u00a0<b>redirect <\/b><span id=\"yui_3_17_2_1_1588717056297_1717\">(paragraph 4) <\/span>discusses specific actions that you will take (or that have already been taken) to remedy the problem. In the case below, this redirect also includes a solution strategy enhanced with a soft-sell message (a subtle, low-pressure method of selling, cross-selling, or advertising a product or service). This can also work as a conclusion.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p>Here\u2019s an example of a well-structured bad news message:<\/p>\n<table id=\"yui_3_17_2_1_1588717056297_2030\" class=\"shaded landscape aligncenter\" style=\"width: 1317px; width: 85%; border-spacing: 0px;\" cellpadding=\"0\">\n<tbody id=\"yui_3_17_2_1_1588717056297_2029\">\n<tr>\n<td style=\"width: 342.063px\" valign=\"top\"><b>Buffer or Cushion<\/b><\/td>\n<td style=\"width: 947.063px\" valign=\"top\">Thank you for your order. We appreciate your interest in our product.<\/td>\n<\/tr>\n<tr id=\"yui_3_17_2_1_1588717056297_2028\">\n<td id=\"yui_3_17_2_1_1588717056297_2027\" style=\"width: 342.063px\" valign=\"top\">\n<p id=\"yui_3_17_2_1_1588717056297_2026\"><b>Explanation \u2013\u00a0<\/b>reasons why<b><\/b><\/p>\n<\/td>\n<td style=\"width: 947.063px\" valign=\"top\">We are writing to let you know that this product has been unexpectedly popular, with over 10,000 requests on the day you placed your order.<\/td>\n<\/tr>\n<tr>\n<td style=\"width: 342.063px\" valign=\"top\"><b>Negative News<\/b>\u00a0\u2013\u00a0 focuses on what they\u00a0<i>can<\/i>\u00a0do<b><\/b><\/td>\n<td style=\"width: 947.063px\" valign=\"top\">This unexpected increase in demand has resulted in a temporary out-of-stock\/backorder situation. We will fulfill your order, received at 11:59 p.m. on 09\/09\/2009, in the order it was received.<\/td>\n<\/tr>\n<tr>\n<td style=\"width: 342.063px\" valign=\"top\"><b>Redirect<\/b>\u00a0\u2013<br \/>\nthis example also includes a soft-sell message<\/td>\n<td style=\"width: 947.063px\" valign=\"top\">We anticipate that your product will ship next Monday. While you wait, we encourage you to consider using the enclosed $5 off coupon toward the purchase of any product in our catalog. We appreciate your business and want you to know that our highest priority is your satisfaction.<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n","protected":false},"author":1,"menu_order":1,"template":"","meta":{"pb_show_title":"","pb_short_title":"","pb_subtitle":"","pb_authors":[],"pb_section_license":""},"chapter-type":[49],"contributor":[],"license":[],"class_list":["post-55","chapter","type-chapter","status-publish","hentry","chapter-type-numberless"],"part":54,"_links":{"self":[{"href":"https:\/\/openstudio.pub\/techwriting\/wp-json\/pressbooks\/v2\/chapters\/55","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/openstudio.pub\/techwriting\/wp-json\/pressbooks\/v2\/chapters"}],"about":[{"href":"https:\/\/openstudio.pub\/techwriting\/wp-json\/wp\/v2\/types\/chapter"}],"author":[{"embeddable":true,"href":"https:\/\/openstudio.pub\/techwriting\/wp-json\/wp\/v2\/users\/1"}],"version-history":[{"count":1,"href":"https:\/\/openstudio.pub\/techwriting\/wp-json\/pressbooks\/v2\/chapters\/55\/revisions"}],"predecessor-version":[{"id":56,"href":"https:\/\/openstudio.pub\/techwriting\/wp-json\/pressbooks\/v2\/chapters\/55\/revisions\/56"}],"part":[{"href":"https:\/\/openstudio.pub\/techwriting\/wp-json\/pressbooks\/v2\/parts\/54"}],"metadata":[{"href":"https:\/\/openstudio.pub\/techwriting\/wp-json\/pressbooks\/v2\/chapters\/55\/metadata\/"}],"wp:attachment":[{"href":"https:\/\/openstudio.pub\/techwriting\/wp-json\/wp\/v2\/media?parent=55"}],"wp:term":[{"taxonomy":"chapter-type","embeddable":true,"href":"https:\/\/openstudio.pub\/techwriting\/wp-json\/pressbooks\/v2\/chapter-type?post=55"},{"taxonomy":"contributor","embeddable":true,"href":"https:\/\/openstudio.pub\/techwriting\/wp-json\/wp\/v2\/contributor?post=55"},{"taxonomy":"license","embeddable":true,"href":"https:\/\/openstudio.pub\/techwriting\/wp-json\/wp\/v2\/license?post=55"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}