Five Steps for Bad-News Correspondence
When you must convey bad news in writing, it helps to follow a structure. With a structure in mind, you can focus on saying what needs to be said, without worrying about the correct order for saying it.
Below is a five-step format that works well for communicating bad news.
- Cushion (introduction)
- Bad news (main message)
- Reasons
- Alternatives, if any
- Appropriate closing
In the section that follows, you will find some phrases that others have found effective in each of the five steps. Of course, these are just examples. Your own situation in writing bad news will be unique, so make sure the phrases are appropriate before you apply them to your own situation.
Remember, although it may well be a good idea to soften your language when communicating bad news, you must still give the news early in the document. It is the main message. The reader is asking, “Why am I receiving this communication?” or “What are you trying to tell me?” It is not a kindness to make the reader scan the whole document to discover the main message.