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7 Cards in this Set

  • Front
  • Back
What are the primary goals in communicating bad news?
make the receiver understand the bad news

help the receiver accept

maintain positive image of you and company
secondary goal of communicating bad news
reduce bad feelings

convey fairness

eliminate future correspondence

avoid creating legal liability
Four part indirect pattern for bad news
buffer
reasons

bad news

closing
When to use direct pattern for bad news
when receiver overlook bad news

when suggested

when receivers prefers direct

when firm is necessary

if not damaging
How to deal with disappoint customers
call

describe the problem and apologize

explain why it happened

follow up with a letter that documents the phone call and promotes good will
Four goals in conveying the refusal of credit
avoid languages that causes hard feelings

retain customers on cash basis

prepare for possible future crefit without raising fals expectations

avoid disclosures that could cause a lawsuit
Giving bad news personally
father all info

prepare and rehearse

explain past present and future

consider taking a partner

think about timing

be patient with reaction