Chapter 11

Front 1

Receivers of BAD NEWS are less disappointed if they(4 criterias)

Back 1

1. know the reason for rejection
2. feel that news was revealed sensitively
3. think the matter was treated seriously
4. believe decision was fair

Front 2

PRIMARY GOALS in comm. Bad News

Back 2

1. make reader understand bad news
2. have reader accept it
3. maintain positive image of org.

Front 3

SECONDARY GOALS in comm. bad news(4)

Back 3

1. reduce bad feelings
2. convey fairness
3. eliminate future correspondence
4. avoid creating liability/responsibility for you/org.

Front 4

Indirect Pattern to Prepare Reader

Back 4

-to soften impact of bad news
- give reasons and explanations first

Front 5

When to use DIRECT pattern

Back 5

1. when receiver might overlook bad news
2. when directness is preferred
3. when firmness is necessary
4. when bad news is not damaging

Front 6

3x3: phase 1

Back 6

-analyze bad news
-anticipate effect on receiver
-mild= direct
-serious= indirect
-consider techniques
-adapt to protect receiver's ego
-words that show respect

Front 7

3x3: phase 2

Back 7

-gather info, brainstorm for ideas
-reasons for bad news?
- focus on strong and safe reasons
4 parts outline of bad news pattern**
1. buffer
2. reasons
3. bad news
4. closing

Front 8

1. Buffer

Back 8

- open with neutral/meaningful statement not mentioning bad news

Front 9

2. reasons

Back 9

-explain causes of bad news before disclosing

Front 10

3. bad news

Back 10

-reveal news without emphasizing it
-provide alternative/compromise if poss.

Front 11

4. Closing

Back 11

- end with personalized, forward-looking, pleasant stat.
-avoid referring bad news

Front 12

3x3: phase 3

Back 12

-switch positions, put yourself in the other's position
-too blunt?too subtle?clear?
-prepare final version, proofread, evaluate

Front 13

3 causes of Legal Problems

Back 13

1. abusive language
2. careless language
3. "good-guy syndrome"

Front 14

1. abusive lang

Back 14

-for false statements, damaging one's good name, published
- "defamation": legal term for false statements that harms individual's reputation
-when abusive lang. written: "Libel"
- when spoken: "Slander"

Front 15

2. careless

Back 15

-statements that could be damaged, misinterpreted

Front 16

3. good-guy syndrome

Back 16

- making statements that are legally dangerous
-avoid giving data that could be misused, making promises that can't be fulfilled, apologies that suggest liability

Front 17

Techniques: buffer

Back 17

-to reduce shock, pain
-best news
-compliment
-appreciation
-agreement
-facts
-understanding
-apology

Front 18

technique: reasons

Back 18

-explain clearly
-cite reader/other benefits
- explain company policy
-choose positive words
-show that matter treated seriously and fairly

Front 19

technique: cushioning bad news

Back 19

- positioning bad news strategically
-use passive voice
-accentuate positive
-imply refusal
-suggest compromise/alternative

Front 20

technique: close pleasantly

Back 20

-forward look
-alternative
-good wishes
-freebies(coupons, samples,gifts)
- resale/sale promo

Front 21

Refusing Routine Requests

Back 21

-for favour/money/info/action
-declining invitations
- use 4 steps pattern(buffer, reasons, bad news, close pleasantly)

Front 22

bad news to customers

Back 22

-when company at fault: call and apologize, explain what happened, follow up with goodwill mess.
-written mess importance
1. when personal contact not possible
2. to establish record of incident
3. to formally confirm follow-up procedure
4. to promote good relations

-gifts, benefits, resell prod./service

Front 23

Handling problems with Orders

Back 23

- indirect pattern* unless it contains good news

Front 24

Denying Claims

Back 24

- reasons before refusal pattern*= empathic tone and buffers bad news

Front 25

Refusing credit

Back 25

4 goals:
1. avoid lang. that cause hard feelings
2. retain customers on cash basis
3. prepare for possible future credit without raising false expectations
4. avoid disclosures that could cause a lawsuit

Front 26

bad news internally

Back 26

-tactful, professional, safe
1. gather all info
2. prepare and rehearse
3. explain past, present and future
4. consider taking a partner
5. think about timing
6. be patient with reaction

Front 27

Bad News in other cultures

Back 27

- different strategies
- North America:indirectly bad news
- Britain and Germany:directly
-high context cult.: straightforwardness avoided
-some Latin cult.: bad news totally suppressed
- Asian: negativism avoided, hints may suggest bad news
-very tricky, requires sensitivity and awareness