Reading...
Play button
Play button
Use LEFT and RIGHT arrow keys to navigate between flashcards;
Use UP and DOWN arrow keys to flip the card;
H to show hint;
A reads text to speech;
8 Cards in this Set
- Front
- Back
|
bypassing
|
misunderstanding that results from the receiver inferring a different meaning from a message based on the different meanings of the words that are used
|
|
|
4 stages in persuasion
|
attention
interest desire action |
|
|
when to use indirect style for bad news?
|
if the audience prefers it
if the audience would react negatively if it means it would result in the audience accepting the bad news better |
|
|
4 stages in indirect bad news
|
buffer
reasons bad news close |
|
|
when would you use direct style for bad news?
|
if the audience prefers bad news first
if the bad news is expected if the bad news is minor and will not cause a negative reaction from the audience |
|
|
give 4 examples of strategies that can motivate action in indirect persuasion
|
remind readers of the benefit of action
make reaponse easy include a deadline if applicable state the request specifically and confidently |
|
|
8 examples of strategies to create buffers in indirect bad news
|
agreement
appreciation cooperation fairness good news praise resale understanding pg 159 |
|
|
3 stages in direct bad news
|
clear statement of bad news
proceed to reasons for decision end with a positive close aimed at maintaining a positive relationship with the customer |
