Bad News 2 - 9/28/2008 1 Bad News Messages Bad News...

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Unformatted text preview: 9/28/2008 1 Bad News Messages Bad News Messages * You did not get the job * You did not get the job * We cannot grant you credit * We cannot grant you credit * We cannot fulfill your * We cannot fulfill your request request * We cannot replace the sales * We cannot replace the sales No! item you purchased item you purchased * I cannot speak at your * I cannot speak at your seminar seminar Chapter 7, pp. 238-279 Purpose Purpose *Present the unpleasant *Present the unpleasant *Present the unpleasant *Present the unpleasant facts with the you facts with the you attitude in such a way that attitude in such a way that the reader will consider you the reader will consider you fair and reasonable and will fair and reasonable and will fair and reasonable and will fair and reasonable and will remain a friend of your remain a friend of your organization. organization. Chapter 7, pp. 238-279 9/28/2008 2 The key to the no message The key to the no message is the right attitude is the right attitude Every letter you write can be Every letter you write can be considered a sales letter. Try to sell considered a sales letter. Try to sell your customer on the idea that your your customer on the idea that your decision, though contrary to his decision, though contrary to his request is fair and reasonable and request is fair and reasonable and request, is fair and reasonable and request, is fair and reasonable and possibly even to his advantage in the possibly even to his advantage in the long run. long run. Try to honestly see things from the other Try to honestly see things from the other persons point of view. Show him why persons point of view. Show him why your plan is needed or to his advantage. your plan is needed or to his advantage. Say It will be advantageous to you . . . . Dont say It would be convenient for us to . . . . 9/28/2008 3 When praising an individual, single When praising an individual, single him/her out; when criticizing him/her out; when criticizing him/her, put him/her in a group. him/her, put him/her in a group. Single Out You certainly made the right decision, Mrs. Jones. . . . As a Group Sometimes customers, unknowingly, make the wrong decision. Shield the readers pride. Shield the readers pride. Tactless If you had read the instructions I gave you, you would have noticed that they specifically state you had to sign the acceptance form within thirty days. Tactful Our commitment was good for thirty days. In the instructions that you received with the shipment, you will find . . . . 9/28/2008 4 Talk with the reader, Talk with the reader, not down to him not down to him not down to him not down to him ....
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This note was uploaded on 02/28/2012 for the course MGT 3353 taught by Professor Chiodo during the Spring '09 term at Texas State.

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Bad News 2 - 9/28/2008 1 Bad News Messages Bad News...

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