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Chapter 10 Delivering Negative Messages Copyright © 2015 McGraw­Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw­Hill Education. Negative Messages Information conveyed is negative Audience’s reaction is negative Message does not benefit them Usually they experience disappointment or anger Varieties Rejections, refusals Policy changes not benefiting customer Poor performance appraisals Insulting, intrusive requests Disciplinary notices Product recalls 10­2 Purposes Primary Purposes To give audience bad news To have audience read, understand, and accept message To maintain as much goodwill as possible Secondary Purposes To build good image of communicator To build good image of communicator’s organization To avoid future messages on same subject 10­3 Purposes Want audience to feel They have been taken seriously The decision is fair and reasonable If they were in your situation, they would make the same decision 10­4 Organizing Negative Messages: Clients & Customers 1. When you have a reason that the audience will understand and accept, give the reason before the refusal 2. Give the negative information, just once 3. Present an alternative or compromise 4. End with positive forward-looking statement 10­5 ... - tailieumienphi.vn
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