Using Good Letters to Deliver Bad News

Overview/Description
 One of the least desired writing assignments in business today is having to compose a letter that delivers bad news or addresses negative business situations. No one likes to give customers, clients, and business colleagues bad news, but a well-written bad news letter is one of the best ways to accomplish the task and still maintain a positive business relationship. Why? With your reasons for turning down a request or suggesting alternative solutions to an important issue right before your customer's eyes, your letter gives the reader a chance to think about the situation before responding. This factor isn't in play during a meeting or a phone call when an instant response is often required, therefore, not giving the respondent an opportunity to think through the situation being presented. In Using Good Letters to Deliver Bad News, you'll explore ways to handle many different negative situations by letter. You'll discover the essential elements that you must include in different types of bad news letters to achieve the results you want--keeping your customers.

Target Audience
 Managers at all levels, administrative staff, anyone writing business letters.

Expected Duration
2.5 hours

Lesson Objectives:

Handling Complaints

  • recognize the benefits of handling complaints by letter.
  • correctly order the essential parts of a bad news letter that uses the indirect approach.
  • select the essential elements to include in a letter responding to a complaint about price increases.
  • identify the essential element missing from a letter designed to resolve a product or service complaint.

    • Resolving Business Problems with Letters

  • recognize the benefits of using well-written letters to resolve specific business problems.
  • select the essential elements to include in a problem resolution letter.
  • correctly order the five essential parts to include in a complaint letter to another business.
  • identify the missing essential element in a letter complaining about a missed deadline.

    • Turning Down Requests

  • recognize the benefits of using letters to gently turn down requests.
  • select the elements to include in a letter turning down a request for a donation.
  • analyze a letter and identify the missing element essential in a letter refusing an unrealistic request.
  • identify the essential components of a letter turning down a chance to bid or contract.

    • Responding in Negative Business Situations

  • recognize the benefits of knowing how to respond by letter in chosen negative business situations.
  • select the recommended parts of a letter requesting a deadline extension.
  • identify the essential components of a negative commentary letter.
  • analyze a letter refusing to make an adjustment and sequence the parts of the letter correctly.

    • Course Number: COMM0224