How to write effective 'bad news' letters

Giving people bad news isn't always an easy task. People may read bad news letters several times. They may be able to accept the bad news, but find a harsh tone more difficult to take.

Define your purpose

You may need to communicate a negative decision, but consider your reader. Do you want them to feel rejected or reassured? Even though they didn't get the answer they wanted, are you treating them with respect?

 

Get the words and tone right

Once you have worked out your purpose, turn to the words and tone you want to use. Words like:
‘rejected’, ‘not accepted’, ‘failed’, ‘wrong’, and ‘unsuccessful’ have their place, but too many in one letter can be depressing!
 
What about tone? Make sure your writing is friendly, not distant and harsh.
 
Also, a quick tip about the word ‘but’ — beware of what it communicates. For example, you might write: ‘Your performance overall has been satisfactory, but I am concerned about your lack of computer skills.’
 
The reader will tend to focus on the negative message after ‘but’ and forget about the positive first message. Answer? Cut the sentence in two and drop ‘but’.

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Decide on your structure

Here's a useful formula:

• Shake hands with the reader — introduce yourself and say why you are writing.
• Give them background information about the issue. Include any positive information about the reader's application, submission, and so on.
• Communicate the bad news.
• Reassure the reader.

 
The bad news is deliberately the third item. Points one and two give you the chance to form a relationship and set the tone of your writing before giving them the bad news. Point four aims to restore the reader's confidence.

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