Ch. 7 Business Comm. – Flashcards
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The sting of bad news
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Can be reduced by giving reasons and communicating sensitively.
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The Indirect Pattern
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Softens the impact of bad news by giving reasons and explanations first.
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The Direct Pattern
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Appropriate when the receiver might overlook the bad news, when directness is preferred, when firmness is necessary, and when the bad news is not damaging.
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Writing Process
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Following this is especially important in crafting bad-news messages because of the potential consequences of poorly written messages.
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Abusive Language
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Can be legally actionable when it is false, harmful to the person's good name, and "published."
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Careless Language
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Includes statements that could be damaging or misinterpreted.
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Avoid
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Statements that make you feel good but may be misleading or inaccurate.
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Organizational Stationery
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Used for official business only, and beware of making promises that can't be fulfilled.
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To Reduce Negative Feelings
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Use a buffer opening for sensitive bad-news messages.
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Openers can Buffer the Bad News
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With compliments, appreciation, agreement, relevant facts, and understanding.
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An Apology
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An admission of blameworthiness and regret for an undesirable event.
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Empathy
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Involves understanding and entering into the feelings of someone else.
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Bad-news Messages
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Should explain reasons before stating the negative news.
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Readers
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They accept bad news more readily if they see that someone benefits.
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Techniques for Cushioning Bad News
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Include positioning it strategically, using the passive voice, implying the refusal, and suggesting alternatives or compromises.
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Closing to Bad-news Messages
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Include a forward look, an alternative, good wishes, freebies, resale information or sales promotion.
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The Reasons-Before-Refusal Pattern
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Works well when turning down requests for favors, money, information, or action.
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Internal Request Refusals
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Focus on explanations and praise, maintaining a positive tone, and offering alternatives.
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When a customer problem arises and the company is at fault.
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Many businesspeople call and apologize, explain what happened, and follow up with a goodwill letter.
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In Denying Claims
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Writers use the reasons-before-refusal pattern to set an empathic tone and buffer the bad news.
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Goals when refusing credit
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Include maintaining customer goodwill and avoiding actionable language.
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Bad News
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Whether delivered in person or in writing, it is usually better received when reasons are given first.
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When you must deliver bad news in person.
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Be sure to gather all the information, prepare, and rehearse.
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Organizations can sustain employee morale
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By communicating bad news openly and honestly.
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The Indirect Strategy
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Unethical only if the writer intends to deceive the reader.
