Chapter 9 Flashcards

1
Q

goals and strategies in conveying negative news

A
explaing clearly and completely
projecting a professional image
conveying empathy and sensitivty
being fair
maintaing firendly relations
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2
Q

when to use direct VS indirect

A

DIRECT-
when the bad news is not damaging
when the receiver may overlook the bad news
when the organization or receiver prefers directness
when firmness is necessary

INDIRECT-
when the bad new is personally upsetting
when the bad news will provoke a hostile reaction
when the bad news threatens the customer relationship

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3
Q

sequence of a negative news message (buffer, reasons, bad news, closing)

A
best news
compliment
appreciation
agreement
facts
understanding
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