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NEGATIVE MESSAGES

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by

natasha cynthia

on 7 February 2014

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Transcript of NEGATIVE MESSAGES

CHAPTER 8
NEGATIVE MESSAGES


STRATEGIES FOR BREAKING BAD NEWS
REFUSING REQUESTS
Writing plan for refusing requests or claims
REFUSING CLAIMS
All business offering products or services will receive occasional customer claims for adjustments. Claims also arise from employees
ANNOUNCING BAD NEWS TO CUSTOMERS AND EMPLOYEES
Writing plan for announcing bad news to customers and employees
RESOLVING BUSINESS PROBLEM
USING THE INDIRECT PATTERN TO PREPARE THE READER
The indirect plan consist of four main parts :
WHEN USE THE DIRECT PATTERN
ETHICS AND THE INDIRECT STRATEGY
The indirect strategy is unethical or manipulative because the writer deliberately delays the main idea. Breaking bad news bluntly can cause pain and hard feelings. Your motives are not to deceive the reader or to hide the news. Your goal is to be a compassionate, yet affective communicator
DIRECT PATTERN
INDIRECT PATTERN
Call the individual involved
Describe the problem and apologize
Explain why the problem occured, what you are doing to resolve it, and how you will prevent it from happening again
Follow up with a letter that documents the phone call and promotes goodwill
When personal contact is impossible
To establish a record of the incident
To formally confirm follow up procedures
To promote good relations
Whenever possible, call or see the individual involved
Desribe the problem and apologize
Explain why the problem occured
Explain what you are doing to resolve it
Explain how it will not happen again
Follow up with a letter that documents the personal messages
Look forward to positive future relations
BUFFERING THE OPENING
PRESENTING THE REASONS
Being cautious in explaining
Citing reader benefits
Explaining company policy
Choosing positive words
Showing that the matter
CUSHIONING THE BAD NEWS
Positioning the bad news
Using the passive voice
Accentuating the positive
Implying the refusal
Suggesting a compromise or an alternative
Buffer
Start with a neutral statement on which both reader and writer can agree, such as a compliment, appreciation, a quick review of the facts, or an apology
Reasons
Present valid reasons for the refusal, avoiding words that create a negative tone
Buffer
Open with a compliment, appreciation, facts, or some form of good news
Reasons
Explain the logic behind the bad news, use positive words and try to show reader benefits if possible
Based on Jim Harvey's speech structures
Hillary - 201350275
M.Natasha Cynthia-201350270
Fiory- 201350281
BUFFER
REASONS
BAD NEWS
CLOSING
Majority of business profesionals resolve problems in the following manner :
Written messages are important :
Tips for resolving problems and following up :
CLOSING PLEASANTLY
Best news
Compliment
Appreciaton
Agreement
Facts
Understanding
Apology
Forward look
Alternative
Good wishes
Freebies
Resale or sales promotion
Bad News
Soften the blow by deemphasizing the bad news, using the passive voice, accentuating the positive, or implyinga refusal
Closing
Renew good feelings with a positive statement
Bad News
Position the bad news so that it does not stand out
Closing
Look forward positively
When the bad news is not damaging
When the receiver may overlook the bad news
When organization policy suggests directness
When the receiver prefers directness
When firmness is necessary
BAD NEWS
CLOSING
REASONS
Full transcript