Chapter 7 Flashcards
What is the primary difference between indirect and direct strategies?
The direct strategy states the main idea of the message immediately.
The indirect strategy uses a buffer, reasons, and then presents the bad news, followed by a conclusion to soften the bad news.
When would you be more inclined to use the direct strategy when delivering bad news?
When the bad news is not damaging
When the receiver may overlook the bad news
When the organization policy suggests directness
When the receiver prefers directness
When firmness is necessary
What is a buffer?
A buffer is a device that reduces shock or pain. Buffers help to cushion the impact or reduce the severity of a message.
Name five or more techniques to buffer the opening of a negative-news message?
Start with the best news.
Give a compliment.
Convey appreciation.
Use agreement.
Provide the facts.
Show understanding.
Consider apologizing.
Consider showing empathy.
What is the best way to apologize?
*Apologize sincerely and explain what you will do to prevent recurrence of the problem.
*Accept responsibility.
*Use good judgment and do not admit blame if it might prompt a lawsuit.
In delivering negative news, what five techniques can be used to soften the news?
Position the bad news strategically.
Use the passive voice.
Accentuate the positive.
Imply the refusal.
Suggest a compromise or an alternative
What is a process used by many business professionals in resolving problems with disappointed customers?
Call the individual involved.
Describe the problem and apologize.
Explain why the problem occurred, what you are doing to resolve it, and how you will prevent it from happening again.
Follow up with a letter or digital correspondence that documents the phone call and promotes goodwill.
How can negative online comments be turned into positive growth for an organization?
Verify the situation and investigate to learn what happened.
Respond quickly and constructively.
Consider freebies such as a refund or discount on future services.
Learn how to improve by looking upon online comments as opportunities for growth and improvement.
Accept the inevitable by doing what you can to respond constructively and move on.
How can a subordinate tactfully, professionally, and safely deliver upsetting news personally to a superior?
Generally, bad news is better received when reasons are given first. Bad news should generally be delivered in person. Tips for presenting bad news tactfully, professionally, and safely include the following:
Gather all the information.
Prepare and rehearse.
Explain why the problem occurred, what you are doing to resolve it, and how you will prevent it from happening again.
Consider taking a partner when presenting the news.
Think about timing.
Be patient with the reaction.
What are some channels that large organizations may use to deliver bad news to employees?
In person but also Organizations typically deliver bad news through multiple channels, ranging from hardcopy memos to digital media, which can take the form of intranet posts, emails, videos, webcasts, internal and external blogs, and voice mail.
Adjustments
When a company responds favourably to a claim; the response to the customer seeks to rectify the wrong, regain customer confidence, and promote future business
