Chapter 17 Flashcards
What is a negative news message
news that the audience doesn’t like or want to hear
7 goals to keep in mind with delivering negative news
- Be clear and concise in order not to require additional clarification.
- Help the receiver understand and accept the news.
- Maintain trust and respect for the business or organization and for the receiver.
- Avoid legal liability or erroneous admission of guilt or culpability.
- Maintain the relationship, even if a formal association is being terminated.
- Reduce the anxiety associated with the negative news to increase comprehension.
- Achieve the designated business outcome.
4 Main parts of a negative news message
- Buffer or Cushion
- Explanation
- Negative News
- Redirect
Negative Message Checklist?
- Clear goal in mind
- Clear instructions from supervisor (legal counsel)
- Clear understanding of message
- Clear understanding of audience/reader
- Clear understanding of procedure and protocol
- Clear, neutral opening
- Clear explanation without admission of guilt or culpability
- Clear statement of impact or negative news
- Clear redirect with no reminders of negative news
- Clear results with acceptance or action on negative news
What is internal communication?
Sharing and understanding of meaning in the same business
What is external communication?
Sharing and understanding of meaning outside of the organization
What is customer relationship management?
Relationship between the organization and the customer
What is an anomaly?
Something that doesn’t fit and challenges existing norms.
What is qualitative research?
research involving interactions and are subject to interpretation. Not easy to replicate the data
What are confounding factors?
Factors that can alter the results
What is Quantitative research?
Research involving data and relationships between data.
Open-ended questions
interpretation and a range of responses in the respondent’s own words
Closed-ended questions
limit responses to preselected range of options or choices
What are categorical questions?
Questions that limit answers to two categories
What are Likert Scale Questions?
Allow conversion of feelings, attitudes and perceptions into a range of numbers.
