chapter 8: delivering unfavourable news Flashcards
1
Q
3 categories of bad news messages
A
refusals, announcements, assessments/appraisals
2
Q
positive subject line
A
highlight solutions or persuade benefits
3
Q
neutral subject lines
A
signal the topic without referring to the bad news
4
Q
negative subject lines
A
command attention for serious internal problems and issues that might otherwise be ignored
5
Q
indirect writing plan
A
the main message is delayed and presented toward the end
6
Q
buffer
A
meaningful, neutral statement that cushions the shock of bad news
