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24 Cards in this Set
- Front
- Back
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Questions
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Benefit
Justification Results Relationships Goodwill Image |
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Inductive Outline Used in Bad-News Message Opening:
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Begins with neutral idea that leads to refusal or bad news
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Inductive Outline Used in Bad-News Message Body:
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1. Present facts, analysis, and reasons for refusal or bad news
2. States bad news using positive tone and de-emphasis techniques 3. Includes counter-proposal or "silver lining" idea |
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Inductive Outline Used in Bad-News Message Closing:
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Closes with idea that shifts focus away from refusal or bad news and indicates continuing relationships with receiver
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When to use the Deductive Strategy
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When the bad news is not damaging
When the receiver may overlook the bad news When the organization or receiver prefer directness When firmness is necessary |
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Techniques for First Paragraph
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Begin with a buffer: something about which both sides can agree
Avoid tipping off the bad news too early Avoid starting too positive so as to build false hopes |
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Techniques for First Paragraph
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Gratitude
A Review Point of agreement |
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Techniques for Reasons and Explanation Section
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Provide a smooth transition from the opening to the explanation
Precede the bad news with one or more reasons that are logical to the reader Show reader benefit and/or consideration Avoid using "company policy" as the reason |
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Techniques for Bad News
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Imply the bad news if possible
Use subjunctive mood Use positive language that accents the good Offer a counter-proposal that shows the writer wants to help |
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Statements to Avoid in Bad-News Closing
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Trite statements that may seem shallow and superficial
Statements that encourage future controversy Statements that could undermine the validity of the refusal |
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Crisis Communication Strategy Model
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Situation
Message Strategy Communicator Audience |
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Situation
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Mistake
Accident Transgression Terrorism |
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Message Strategy
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Refutation
Distancing Attachment Forgiveness Sympathy |
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Communicator
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Organization
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Audience
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Employees
Public Media |
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Mistakes and Accidents
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Unintentional
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Transgression
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intentional actions by organization that knowingly place constituencies at harm
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Terrorism
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Intentional actions taken by eternal actors designed to harm organization directly or indirectly
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Refutation
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seeks to eliminate the crisis; threat of legal action
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Distancing
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acknowledge crisis and attempts to create public acceptance of the crisis while weakening the linkage between the crisis and the organization
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Attachment
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seeks to gain approval for the organization during a crisis
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Forgiveness
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seeks to win forgiveness from the public and to create an acceptance for the crisis
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Sympathy
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seeks to portray itself as victim of a malicious outside entity
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The End
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Then
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