Chap015_modified0 - Chapter 15 Chapter Delivering Negative...

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Chapter 15 Chapter 15 Delivering Negative Messages Overview Purposes Organizing Parts Tone Alternative Strategies Varieties
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Negative Messages Information conveyed is negative Audience’s reaction is negative Message does not benefit them Usually they experience disappointment or anger Varieties Rejections, refusals Policy changes not benefiting customer Poor performance appraisals Disciplinary notices Insulting, intrusive requests Product recalls 15-2
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Primary Purposes To give reader negative news To have receiver read, understand, and accept message To maintain as much goodwill as possible 15-3
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Secondary Purposes To build good image of communicator To build good image of communicator’s organization To avoid future messages on same subject 15-4
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Purposes Want audience to feel They have been taken seriously The decision is fair and reasonable If they were in your situation, they would make the same decision 15-5
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Organizing Negative Messages: 1. When you have a reason that the audience will understand and accept, give the reason before the refusal 2. Give the negative information, just once 3. Present an alternative or compromise 4. End with positive forward-looking statement 15-6
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This note was uploaded on 12/05/2011 for the course MGMT 2200 taught by Professor Johnheeder during the Fall '11 term at Utah Valley University.

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Chap015_modified0 - Chapter 15 Chapter Delivering Negative...

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