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4 Cards in this Set
- Front
- Back
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Know the advantages and disadvantages ofdelivering bad news orally and in writing |
Verbal Delivery: ADV: - Can use and observe nonverbal cues - Can more easily demonstrate intention - Can more effectively clarify and explain the bad news - Can respond to concerns immediately DISADV: - May hinder effective delivery, interpretation, and discussion of bad news due to strong emotions - Requires more time - Less able to document bad news - Less able to provide directions that bad-news recipients can reference later Written Delivery: ADV: - Can craft message more carefully - Can document the message more easily - Can provide a message that serves as a reference (provide directions, suggestions, and options for future actions) - Can deliver message to more people effectively DISADV: - Unable to demonstrate concern through nonverbal cues - Unable to immediately respond to concerns - Unable to work out mutual solutions - Less able to controlling-term impacts on working relationships |
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Identify effective buffers |
This is a statement to establish common ground, show appreciation, state your sympathy, or otherwise express good will. EX: Neutral Statement Appreciation Sympathy Common ground Compliment |
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Know the basic structure of a bad-news message(p. 275-76). --Direct pattern --Indirect pattern |
--Direct pattern: Delivers bad news before the pattern. (Deliver bad new, then provide a rationale) --Indirect pattern: Gives reason before the pattern. (Provide a rationale, then deliver the bad news) |
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Know how to give bad news to customers |
- When writing this you want to emphasize the options available, solutions the customer has control over. Customers do not want: - long descriptions of why you can't meet their demands - to be blamed for anything, even when they are at fault use neutral language (avoid you voice and use passive verbs) |
