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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
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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
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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
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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
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