Chapter 10 and 14 notes

Chapter 10 and 14 notes - Chapter 10 Negative Messages...

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Chapter 10: Negative Messages Receivers of bad news are less disappointed if they 1) know the reason for rejection, 2) feel that the news was revealed sensitively, 3) that the matter was treated seriously, and 4) believes the decision was fair Primary and Secondary Goals in Communicating Bad News Primary goals: Make the receiver understand the bad news, have the receiver accept that bad news, and maintain a positive image of you and your organization Secondary Goals: reduce bad feelings, convey fairness, eliminate future correspondence, avoid creating legal liability or responsibility for you or your organization Using the indirect pattern to prepare the reader Keeps the reader’s attention until reasons have been explained 4 parts: Buffer: introduce message with neutral but meaningful statement that does NOT mention bad news Reasons: explain the causes of the bad news before revealing it Bad news: Don’t emphasize it. Provide alternative or compromise Closing: personalized, forward-looking statement that does NOT refer to the bad news. Might mention good wishes, gifts When to use the Direct Pattern When the receiver may overlook the bad news, when directness is preferred, when firmness is necessary, or when the bad news isn’t damaging Applying the 3x3 Writing Process Concentrate on strongest and safest reasons for the bad news. Outline the four parts of the indirect pattern: buffer, reasons, bad news, closing Put yourself in the receiver’s shoes Avoid abusive language, careless language, and the “good-guy syndrome.” Cause legal problems Defamation: any false statement that harms an individual’s reputation. Libel – written. Slander – spoken. Techniques for Delivering Bad News Sensitively Buffer the Opening : begin with neutral, meaningful statement that transitions to explanation Best news, compliments, appreciation, agreement, facts, understanding Apologizing : apologize if you/your company messed up, be sincere, accept responsibility
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This note was uploaded on 09/29/2011 for the course BA 324 taught by Professor Donnellan during the Spring '08 term at University of Texas.

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Chapter 10 and 14 notes - Chapter 10 Negative Messages...

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