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25 Cards in this Set
- Front
- Back
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Ga Stands for:
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Gain attention
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GA: In requesting favors, begin with a ___, unexpected __, ___, ___ benefit, summary of ___, or candid plea for __.
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compliment, fact, question, reader, problem, help
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Bi
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Build interest
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RR
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Reduce resistance
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Ma
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Motivate action
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GA: For claims, consider opening with a review of __ you have taken to resolve the __.
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action, problem
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BI: Prove the accuracy and merit of your request with __, ___, ___ opinion, __, and details.
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facts, figures, expert,examples
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BI: Avoid sounding __-__, __, __. Suggest __ and indirect benefits for the ___.
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high-pressured, angry, or emotional
direct, reciever |
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RR: Identify possible __; offer ___ arguments. Demonstrate credibility by being ___.
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obstacles, counter, knowledgeable
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RR: In requesting favors or making recommendations, show how the receiver or others will ___.
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benefit
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MA: Ask for specific ___ confidently. Include an __ date, if appropriate. Repeat a __ __. Close with repetition of __ selling point and clear __ for easy action.
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action, end, key benefit, central, instructions
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MA: Prompt reader to act __ with a __, __ offer, or deadline. Put strongest motivator in ___.
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immediately, incentive, limited, postscript
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Complaint Letters:
Begin with a ___, point of agreement, __ of the problem, or brief review of the __ taken to resolve the problem. Provide ___ data. Prove claim is ___; explain why the receiver is __. |
compliment, statement, action, identifying, valid, responsible
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Enclose copies of __ supporting claim. Appeal to the receiver’s fairness, __ and __ responsibilities, and desire for customer satisfaction. Describe feelings and __.
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documents, ethical, legal, disappointment
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Avoid sounding __, emotional, or irrational. __ by telling exactly what you want __.
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angry, Close, done
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BU – neutral or positive opening that does not reveal __.
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BUFFER, bad news,
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RE – an explanation of __ for the bad news
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REASONS, causes
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BA – a clear but understated ___ of the bad news, may include alternative or __
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BAD NEWS, announcement, compromise
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CL – a personalizing, forward-looking, ___ statement
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CLOSE, pleasant
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Avoid 3 Legal Action Causes: __ & __ language, __-__ syndrom
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Abusive, Careless, Good-Guy
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3 Buffer Tips:
1. ___, show appreciation, or refer to something mutually understood. 2. Provide good news if possible but avoid raising false ___ or the receiver for something you are about to refuse. 3. Discuss __ leading to the reasons section. |
compliment, false, thanking, facts
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3 Reason Tips:
1. __/__ why the request must be denied, without revealing refusal. 2. Avoid __ (unfortunately, impossible) or blaming, or ___ behind company polict. 3. Show how decision __ receiver or others. __ if appropriate. |
1. Explain/ Justify
2. negativity, hiding, 3. benefits, resale |
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3 Bad News Tips:
1. Soften by: __ it (although..wish you well), __ voice, embedding in __ sentence or paragraph. 2. Consider ___ refusal, be certain it is clear & explain clearly. 3. Suggest an __, if one exists. |
1.Subordinating, passive, long
2. Implying 3. alternative |
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3 Tips Closing:
1. Supply more ___ about alternative, if offered. 2. Look forward to __ relations. Offer good __ and compliments. 3. Avoid referring to the __. End postive note. |
1. info,
2. future,wishes 3. refusal |
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Goals in Bad News Messages:
1. __: Make reader understand and accept 2. Positive __: Promote and maintain good image of the writer 3. __ Clarity: Make message so clear additional correspondence is unnecessary 4. __: Avoid legal liability |
Acceptance, Image, Message, Protection
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