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Lecture and Resource Slides BCOM 3e, Lehman & DuFrene © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted.

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Presentation on theme: "Lecture and Resource Slides BCOM 3e, Lehman & DuFrene © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted."— Presentation transcript:

1 Lecture and Resource Slides BCOM 3e, Lehman & DuFrene © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Chapter 7 Delivering Bad-News Messages

2 Learning Objectives 1.Explain the steps in the inductive outline and understand its use for specific situations. 2.Discuss strategies for developing the five components of a bad-news message. 3.Prepare messages refusing requests and claims. 4.Prepare messages handling problems with customers’ orders and denying credit. 5.Prepare messages providing constructive criticism, communicating negative organizational news, and responding to crises.

3 © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Indirect Outline for Bad-News Messages

4 © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Types of Bad-News Messages Refusal of request or favor Denial of claim Denial of credit Message of constructive criticism

5 © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Says message is important, shows empathy for recipient, and is rich in nonverbal cues and feedback. Personal delivery Tend to be more honest and accurate and can cause less discomfort for sender and receiver. Electronic messages Channel Choice for Bad News: Showing Tact vs.

6 © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Advantages of Inductive Outline Identifies the ________of the letter without first turning off the reader Presents the reasons _______ the refusal, increasing understanding and acceptance Avoids a negative reaction because the refusal does not come as a ______ Closes on a neutral or ________ note subject before shock pleasant

7 © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Exceptions to Inductive Approach for Bad News Message is second refusal to repeated request Insignificant matter is involved Request is ridiculous, unethical, or illegal Writer wants to “shake” receiver Relationship is so close that human relations can be taken for granted Sender wants to demonstrate authority

8 © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Developing the Opening Begin with a _____ to cushion the bad news Avoid empty acknowledgments of the _______ Avoid ________ the bad news too early Avoid building ____ _____ by starting positively buffer obvious revealing false hopes

9 © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Effective Openings for Bad-News Message Compliment Point of agreement Good newsResale A reviewGratitude

10 © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Guidelines for Composing Reasons Provide a smooth transition from opening paragraph Include concise discussion that is logical to reader Show reader benefits and consideration Avoid using company policy as reason

11 © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Wording the Bad-News Statement Position bad news strategically Use passive voice, general terms, and abstract nouns Use positive language to accentuate anything good Imply refusal, but only if the receiver can still understand the message

12 © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Offering a Counterproposal or “Silver Lining” States what you can do or offer (tangible or intangible) Provides a thought that turns the discussion back in a positive direction Counterproposal Silver lining

13 © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Techniques for Closing Positively De-emphasize the negative Unify the message Include a positive, forward-looking idea –Reference pleasant idea from discussion –Use resale or sales promotion –Express willingness to help in another way

14 © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. To Close Positively, Avoid... ________ to the bad news _____ statements that seem shallow or superficial Statements that could _________ the refusal or promote future __________ Returning Trite undermine controversy

15 © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Delivering Constructive Criticism Gives the communicator a feeling of having exercised ___________ Allows management to learn of _______ that need to be made Allows staff to modify techniques and become more _________ Helps staff perform better in the _____ responsibility changes successful future

16 © 2012 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Sharing Negative Organizational News Convey the bad news as soon as possible Give a complete, rational explanation Show empathy and respond to feelings Follow up


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