Chapter 7 Flashcards
The bad feelings associated with disappointing news can generally be reduced if the receiver… (4 things)
1) feels that the matter was explained clearly and completely
2) *believes that the decision was fair, impartial, and rational
3) feels that the news was delivered empathetically and sensitively
4) feels that the matter was handled in a professional manner
Decided to use the direct or indirect strategy to deliver bad news is based entirely on what?
The reaction you think you’ll get from your audience
When should you use the direct strategy?
- When the bad news is not damaging
- when the receiver may overlook the bad news
- when the audience prefers directness
- when firmness is necessary
When should you use the indirect strategy?
- when the bad news is personally upsetting
- when the bad news will provoke a hostile reaction
- when the bad news threatens a customer relationship
- when the bad news is unexpected
What are the four parts of an indirect strategy for bad news?
Buffer, reasons, bad news, closing
Stating a buffer and reasons first will encourage the reader to…
keep reading
What is a buffer?
a neutral, but meaningful statement that makes the reader continue reading
What are some of the various buffer types?
Understanding, best news, compliments, facts, appreciation, agreement
How should you present the reasons for bad news?
Explain company policy, use pleasant words, show fairness and serious intent
What are some other techniques for cushioning bad news?,
Highlight the positive, offer alternatives, position the bad news strategically
What are some things you should include in the closing?
forward look, alternative, best wishes, freebies, sales promotions of another product
A process by which companies create customer value, build strong profitable customer relationships, order to capture value and exchange
Marketing
What should be included in a buffer statement?
A neutral statement, review of facts, compliment, etc
A key idea that acts as a transition to the reasons
What should be included with your reasons?
valid reasons for refusal, no words that give a negative tone
De-emphasize bad news by using the _____ ____
passive voice
How should you deal with disappointed customers in print?
Call or email them immediately, describe the problem and apologize (carefully)
When dealing with disappointed customers in print, explain:
Why the problem occurred, what you are doing to resolve it, how you will prevent it from happening again
Always promote ____
goodwill
Written messages are important in these situations:
When you cannot reach the customer personally, you need to establish a record of the incident, you wish to confirm follow up procedures, or when you want to promote good relations
Messages that say no to _____ _____ ______ will likely be your hardest task
emotionally involved customers
When denying claims, you should:
Never imply that it was the customer’s fault, adopt the proper tone, avoid sounding preachy
When delivering bad news within an organization, you should always leave the other person feeling _____
Helped
When announcing bad news to an individual or group:
Gather all information
Prepare and rehearse what you’ll say
Explain past, present, and future
Consider taking a colleague with you for backup
Think about timing.
Be patient with the reaction. Understand that they may be upset.
