COMM 2081 - Chapter 9 PDF

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CHAPTER 9: NEGATIVE MESSAGES

28.) Understand the strategies of business communicators in conveying negative news

Answer: 1. Explaining clearly and completely 2. Projecting a professional image 3. Showing empathy 4. Being fair 5. Maintaining friendly relations

29.) Apply the 3-x-3 writing process

Answer: PHASE 1 (prewriting) - Analyzing the bad news and anticipate its effect on the receiver --How will the message affect its receiver --Choose words that show that you respect the reader as a responsible, valuable person

PHASE 2 (drafting) - Gather information and brainstorm for ideas --Include strong reasons for negative decision - Conduct any research

PHASE 3 (revising) - Read over message to ensure that it says what you intend - Tone is important

30.) Avoiding legal liability

Answer: 1. Abusive language

- Actionable when: --False --Damages a good person's reputation “Published” (spoken within the presence of others or written)

2. Careless language

3. Good-guy syndrome - To make ourselves look better, to make the receiver feel better, and to maintain good relations, we are tempted to make statements that are legally dangerous --Don't communicate personal feelings or opinions --Don't volunteer extra information

31.) Distinguish between the direct and indirect strategies in conveying unfavorable news

Answer: DIRECT - Reveals the main idea immediately - Preferable when: 1. The unfavorable news is not personally damaging 2. The receiver could overlook the bad news 3. The organizational culture or receiver favors directness 4. Firmness is necessary

INDIRECT - Involves beginning with a buffer and delaying the bad news until reasons have been presented - Works well when the bad news: 1. Is personally upsetting 2. Will provoke a hostile reaction

3. Threatens the customer relationship 4. Is unexpected

32.) Explain the components of effective negative messages

Answer: 1. Buffer 2. Apologizing and showing empathy 3. Presenting the reasons 4. Cushioning the bad news 5. Closing pleasantly

33.) BUFFER

Answer: - Such as: 1. Some part of the message that represents more favorable news 2. A compliment 3. Appreciation 4. A point of agreement 5. A statement of fact

- If you use the direct strategy, begin directly with the bad news followed by the reasons

34.) APOLOGIZING AND SHOWING EMPATHY

Answer: 1. Recognition - Acknowledge the specific offense

2. Responsibility - Accept personal responsibility

3. Remorse - Embrace “I apologize” and “I am sorry”

4. Restitution - Explain what exactly you will do about it

5. Repeating - Promise it won't happen again and mean it

35.) PRESENTING THE REASONS

Answer: 1. Explaining clearly - If the reasons are not confidential and if they will not create legal liability, you can be specific

2. Citing reader or other benefits - Readers are more open to bad news if in some way, even indirectly, it may help them

3. Explaining company policy - Instead of hiding behind company policy, gently explain why the policy makes sense

4. Choosing positive words

5. Showing fairness and serious intent - Show the reader that: --You take the matter seriously --Have investigated carefully --Are making an unbiased decision

36.) CUSHIONING THE BAD NEWS

Answer: 1. Positioning the bad news strategically - Sandwich the bad news between other sentences --Don't let the refusal begin or end a paragraph

2. Using the passive voice - Enables you to depersonalize an action

3. Highlighting the positive - Describe what you can do instead of what you can't do

4. Implying the refusal - Possible to avoid a direct statement of refusal --Danger that it is subtle and the reader misses it

5. Suggesting a compromise or an alternative

37.) CLOSING PLEASANTLY

Answer: 1. Forward look - Anticipate future relations or business

2. Alternative follow-up - If an alternative exists, end letter with follow-through advice

3. Good wishes

4. Freebies

5. Resale or sales promotion

38.) Apply effective techniques for refusing typical requests or claims as well as for presenting bad news to customers in print or online

Answer: - Typical requests ask for favors, money, information, action, and other items --When the answer will be disappointing, use the reasons-before-refusal pattern

- When a company disappoints its customers, most organizations 1. Call or email the individual involved or reply to his online post within 24 hours 2. Describe the problem and apologize (when the company is to blame) 3. Explain why the problem occurred, what you are doing to resolve it, and how you will prevent it from happening again 4. Follow up with a message that documents the phone call and promotes goodwill

- Many businesses engage with customers online by monitoring social networks for negative comments and troubleshooting as needed

39.) Rate increases

Answer: Provide a plausible reason for the price hike

40.) Denying claims

Answer: 1. Begin indirectly 2. Provide reasons for the refusal 3. Close pleasantly, looking forward to future business

41.) Refusing credit

Answer: 1. Avoid language that causes hard feelings 2. Strive to retain the customer on a cash basis 3. Prepare for possible future credit 4. Avoid disclosures that could cause a lawsuit

42.) Describe and apply effective techniques for delivering bad news within organizations

Answer: - When delivering bad news personally to a superior 1. Gather all the information 2. Prepare and rehearse 3. Explain what happened, and how the problem will be fixed 4. Consider taking a colleague with you 5. Think about timing 6. Be patient with the reaction

- In delivering bad news to groups of employees --Use the indirect strategy --But be sure to provide clear, convincing reasons that explain the decision

- In refusing job applicants, however, keep letters short, general, and tactful...