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Terms in this set (14)
Goodwill
-positive relationship b/t you (or company) and your audience
Buffer
-introductory sentence or paragraph that leads up to and softens the bad-news message
-provide context for message or provide
positive information that builds Goodwill
-"hook" audience and get them interested in message
Effective Strategies for Composing bad-news
1) Decide Where to state bad news
2) State bad news clearly
3) Soften the bad news
4) Close message positively
Direct Organization
-state main purpose and main idea before
supporting details
-audience is unlikely to be upset or angry and expects the bad news
1) State bad news DIRECTLY
2) Provide Supporting explanation
3) Conclude with goodwill
Indirect Organization
-providing explanation before main idea
-allows to prepare audience and explain position before bad news
-audience is likely to be upset and does not expect the news
1) Begin with a BUFFER
2)
Provide supporting explanation
3) SUBORDINATE bad news (main idea)
4) Conclude with goodwill
Soften Bad News
-whether use direct or indirect organization
1) Develop an effective buffer
2) Position good news ahead of bad news
3) Subordinate bad news
4) Use positive or neutral language
Types of Buffers
-Background
information
-facts that signal problem
-good news
-thanks and compliments
-Generally accepted truths
-Empathy with audience
Subordinate Bad News
-use passive voice instead of active voice
-subordinate cause: "although"
-Main clause is surrounded by two subordinate clauses
Positive and Neutral Language
-avoid
blaming your audience, treat audience politely and respectfully
-Eliminate Excessive Negatives= unfortunately, cannot, your fault, unable, unwilling etc.
Close Positively
-do NOT mention negative news or apologize
-Closing should be forward looking and optimistic
1. Propose solution
2. Propose Alternative
3. Create options for future business
4. Focus on benefit
Types Bad-News Messages
-Denying Requests or Turning Down Invitations
-Denying Customer Claims
-Rejecting Recommendations or Proposals
-Acknowledging own Mistakes or Problems
-Identifying Others' Mistakes or Problems
-Communicating Negative Change
How to Control Spread of Bad News in Social Media
1) Have a plan in place
2) Respond
Quickly
3) Respond Genuinely
Main Purposes of Bad-News Messages
1) State the news clearly, yet sensitively to protect the audience's self-esteem
2) Convince the audience to accept the bad news
3) Project a positive image of yourself and organization
4) Avoid Legal complications and liabilities
Acknowledging Own Mistakes or Problems
1) Announce the bad news
2) Put it in context to soften it
3) Assume Responsibility
4) Provide an Explanation
5) Outline next steps to fix the problem and prevent reoccurrence
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