English

Session 8: Constructing bad news emails

In this session you will:

-be introduced to ways of providing indirect and direct bad news emails.

- complete a ‘quick write’ on a bad news email following the indirect model

-explore in what circumstances an indirect or direct model may be appropriate

One of the most difficult things to do in a professional context is to disappoint people whether they be colleagues, customers or the boss. However, how you do this depends on a number of factors.

* Content: what is the substance of this news…is it very serious or relatively trivial?

* Audience: who are you communicating with? Is it a highly valued customer or your boss?

* Purpose: what are you hoping to achieve in this email beyond communicating this news; is there another agenda? Have you been communicating about this issue before?

Input

Like other business texts, the ‘bad news email’ follows a series of generic moves.

Direct

* Provide statement of news/decision

* Provide reasons/explanations

* Close pleasantly

When do you use the ‘direct’ version?

* When the news is insignificant

* When the reader may ignore the message e.g. circulars

* Corporate culture encourages this style

* Known reader favouring this style e.g. responding to previous email.

* Distancing and firmness is required( usually after many previous exchnages)

Indirect

* Use a buffer ( this may reduce the shock and make the reader receptive)

* Provide reasons/explanations

* Provide statement of news/decision

* Close pleasantly

When is the ‘indirect’ version more appropriate?

* When you know the news will be unwelcome and perhaps sensitive

* When the news is high stakes and important

* Corporate culture favours this approach e.g. government depts.

* Known reader sensitivity

Task 1: Look at the example and rewrite memo to staff.

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Task 2: Look at the situation below.

Alvin Tsang applied to do an MBA at HKUST last...