1 / 14

Chapter 9

Chapter 9. Negative Messages. Chapter 9. Goals in Communicating Negative News Explaining clearly and completely Projecting a professional image of you and your organization Conveying empathy and sensitivity Being fair Maintaining friendly relations. Chapter 9.

nigel
Download Presentation

Chapter 9

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript


  1. Chapter 9 Negative Messages

  2. Chapter 9 • Goals in Communicating Negative News • Explaining clearly and completely • Projecting a professional image of you and your organization • Conveying empathy and sensitivity • Being fair • Maintaining friendly relations

  3. Chapter 9 • Phase 1: Analyze, anticipate, adapt • Analyze the bad news • Anticipate the effect on the receiver • Announce the bad news directly if the disappointment will be mild • Use techniques to reduce the pain if the bad news is serious

  4. Chapter 9 • Phase 2: Research, organize, compose • Gather information and brainstorm for ideas • Jot down all reasons you have to explain the bad news • Present only the strongest and safest reasons • Include ample explanation of the negative situation • Avoid fixing blame

  5. Chapter 9 • Phase 3: Revise, proofread, evaluate • Read the message carefully to ensure that it says what you intend • Check the wording to be sure you are concise without being abrupt • Read the sentences to see if they sound like conversation and flow smoothly • Make sure the tone is friendly and respectful to increase receiver acceptance • Check format, grammar, and mechanics • Evaluate the message. Is it too blunt? Too subtle? Is it clear, but professional?

  6. Chapter 9 • Avoid legal liability with bad news • Do not use abusive language (including on social networking sites) • Avoid careless language—statements that are potentially damaging or subject to misinterpretation • (example—The factory is too dangerous for tour groups.) • Avoid the “good-guy syndrome”—dangerous statements that ease your conscience or make you look good • (example—I thought you were an excellent candidate, but we had to hire. . . .) • Express only the views of the organization when acting as an agent of the organization • Use plain paper for your personal matters

  7. Chapter 9 • Avoid legal liability with bad news • Avoid supplying information that could be misused • Do not admit or imply responsibility without checking with legal counsel

  8. Chapter 9 • Two strategies for negative news • Direct strategy (deductive) • Indirect strategy (inductive)

  9. Chapter 9 • Use the Direct Strategy. . . • When the bad news is not damaging • When the receiver may overlook the bad news • When the organization or receiver prefers directness • When firmness is necessary

  10. Chapter 9 • Use the Indirect Strategy. . . • When the bad news is personally upsetting • When the bad news will provoke a hostile reaction • When the bad news threatens the customer relationship • When the bad news is unexpected

  11. Chapter 9 • Direct strategy for bad news • Bad news • Reasons • Pleasant close

  12. Chapter 9 • Indirect strategy for bad news • Buffer • Reasons • Bad news • Pleasant close

  13. Chapter 9 • Negative news messages (examples) • Rejecting requests for favors, money, information, and action • Declining invitations • Dealing with disappointed customers • Handling problems with orders • Announcing rate increases/price hikes • Denying claims • Refusing credit • Saying no to job applicants

More Related