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Chapter 9 Book Notes - Chapter 9: Negative Messages...

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Chapter 9: Negative MessagesConveying Negative News EffectivelyBad feelings can be reduced if the receiver a) knows the reasons for the rejection, and b) feels that the news was revealed sensitively, and c) believes the matter was treated seriously and fairly.oEstablishing Goals in Communicating Negative NewsExplaining clearly and completelyProjecting a professional imageConveying empathy and sensitivityAccept blame and apologize when appropriateAvoid legal liabilityBeing fair (fair, impartial, rational)Maintaining friendly relationsoApplying the 3-x-3 Writing ProcessAnalysis, Anticipation, and Adaptation (Prewriting (phase one)oAnalyze bad news and anticipate its effect on the receiveroMild disappointment- direct strategyoSerious or personal disappointment- consider techniques to reduce the painoGoal is to retain the goodwill of a customeroUse letter on company stationary rather than emailResearch, Organization, and CompositionWriting (Phase 2)oGather information and brainstorm for ideasoJot down reasonsoConcentrate on strongest and safest reasonsoInclude ample explanation, avoid fixing blame, don’t provide weak reasonsRevision, Proofreading, and EvaluationRevising (Phase 3)oBe concise without being brusqueoDon’t overuse certain wordsoConversational and smooth flowing sentencesoFriendly and respectful toneoVerb-subject agreementoProper punctuation and spellingoAvoiding Legal Liability in Conveying Negative NewsAbusing LanguageDefamation: legal term for any false statement that harms an individual’s reputation
Libel: abusive written languageSlander: abusive oral languageTo result in lawsuit, abusive language must be false, damaging to one’s good name, and “published” (written or spoken within the presence of others)Can be liable for emails or social networking site’s postsInstant messaging also is a problemCareless LanguageMake sure people will interpret the message the way you want them toThe Good-Guy SyndromeAnything written or spoken reflects the organization, if you are conveying personal opinions, use the home computer.Do not say something to make them feel better, such as “although you were by far the most qualified candidate we interviewed, unfortunately, we have decided we do not have a position for a person of your talents at this time” – charged for sexual discriminationAvoid supplying data that could be misused, and avoid making promises that can’t be fulfilled Examining Negative News StrategiesoWhen to Use the Direct StrategyWhen the bad news is not damagingWhen the receiver may overlook the bad news

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Term
Spring
Professor
AnnLee
Tags
Passive voice, Instant messaging, Fair Credit Reporting Act, social networking site, home computer

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