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
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
3
Q
sequence of a negative news message (buffer, reasons, bad news, closing)
A
best news compliment appreciation agreement facts understanding
