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How To Write a Bad News Business Letter ? 

Group V:

Ritika Sharma 18

  J. Rashmiranjan Ray 24

Pallavi Jauhari 33 Aakash Sablani 49

Monika Lakhmani 53

Niwas Kumar 57 

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Sample BAD News Letter.

The Case:

Mr. Sattwik Biswal is renovating his apartment. He bought some

wood varnish from OceanFloor Paints. Later he complained in

writing that his furniture got damaged due to the paint.

The following letter illustrates how the Customer Relations

Manager of OceanFloor tactfully presents the refusal with all thecourtesy.

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November 16, 2010

Mr. Sattwik Biswal

Flat # 208, Colosseo Ventures

Marathahalli, Bangalore-560 037

Dear Mr. Sattwik

Refinishing your home is a very rewarding experience. Doing the work yourself gives you the satisfactio

of a job well done and allows you to do everything exactly as you want. OceanFloor Paints is always

happy and stands ready to offer the products and advice necessary for you to achieve a professional

result.

OceanFloor Paints are guaranteed to provide a satisfactory finish when used according to our 

specifications. One of these specifications, described on the labels of our latex- base paint cans, is that

latex paint be applied over a base coat when used to cover raw wood. When a base coat is used, the

wood fibers absorb the oil based paint so that a latex finish coat can be applied without cracking or 

 peeling. We are sure you will be as pleased with your woodwork as you are with your walls when a base

coat of Cover-all alkyd-base is used.

We appreciate your use of OceanFloor products and wish you the best with all your

refinishing projects. Please feel free to contact us if we can be of any additional help.

Sincerely,

Prasun Chowdhury

Customer RelationsOceanFloor Paints

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C o n c l u s i o n

In business, bad news is a reality.

Delivering bad news: never a pleasant experience.

Avoid burning bridges.

Business relationships run their course.

Empathize: the letter, its language should be reader-oriented as apposed to

writer-oriented.

The key to delivering bad news is trust.

The letter should not be deceitful or lack credibility.

Should leave the door open for future relationship.