Chapter 7: Negative Writing Situations Flashcards
explain clearly, show empathy and sensitivity, be professional, be fair, and be friendly are
top goals in communicating negative news
when should you deal with negative situations
immediately and personally
indirect or direct?
when the bad news is not damaging
direct strategy
indirect or direct?
when the receiver may overlook the bad news
direct
indirect or direct?
when firmness is necessary
direct
indirect or direct?
when news is personally upsetting
indirect
indirect or direct?
when news will provoke a hostile reaction
indirect
indirect or direct?
when the bad news threatens customer relationship
indirect
indirect or direct?
when the bad news is unexpected
indirect
3 components of direct strategy negative message
- bad news
- reasons
- closing
4 components of an indirect strategy negative message
- buffer
- reasons
- bad news
- closing
a device to reduce shock or pain
buffer
a buffer should be
neutral but meaningful
what 2 things should be considered in a buffer
- apology
2. empathy
4 ways to present news in a “cushioned” way
- use passive voice
- highlight the positive
- imply the refusal
- give alternatives/ compromises
3 typical negative news situations
- collections
- refusals and responses to criticism
- denying claims
refusing favour requests, dealing with disappointed customers, and responding to negative online posts/reviews are example of
refusals and responses to criticism
bad news is generally received better when
reason are given first
gather info, prepare, rehearse, think about timing, be patient with reaction when
delivering bad news in person
explain in this order when delivering bad news in person
past, present, future
draft a negative news intranet post, revise your intranet post, and keep communication open and honest when
delivering bad news to employees
softens the blow of bad news
delaying bad news
