Flashcards in Communications - Chapter 9 Deck (33):
What are 5 goals in communicating negative news?
1. Explain clearly and completely 2. Project a professional image of you and your organization. 3. Conveying empathy and sensitivity 4. Being fair. 5. Maintaining friendly relations.
In phase 1 of the writing process for negative messages, what do you analyze, anticipate, and adapt?
1. Analyze the bad news. 2. Anticipate its effect on the receiver. 3. Announce the bad news directly if the disappointment will be mild. 4. Use techniques to reduce the pain if the bad news is serious.
In phase 2 of the writing process for negative messages what do you research, organize, compose, and avoid?
1. Gather information and brainstorm for ideas. 2. Jot down all reasons you have to explain the bad news. 3. Present only the strongest and safest reasons. 4. Include ample explanation of the negative situation.
5. Avoid fixing blame
In phase 2 of the writing process for negative messages, what do you revise, proofread, evaluate?
1. Make sure the tone is friendly and respectful to increase receiver acceptance. 2. Check format, grammar, and mechanics. 3. Evaluate the message. Is it too blunt? Too subtle? Is it clear, but professional?
What is defamation?
Language that harms a person's reputation
What is libel?
What is slander?
To avoid legal liability in conveying negative news, what language should you avoid?
1. Abusive language, including on social networking sites such as Facebook or twitter. 2. Careless language 3. The good guy syndrome
What is careless language?
Statements that are potentially damaging or subject to misinterpretation.
For example, "The factory is too hazardous for tour groups"
What is the good guy syndrome?
Dangerous statements that ease your conscience or make you look good.
For example, "I thought you were an excellent candidate, but we had to hire..."
When conveying negative message as an agent of the organization, should you express your personal views?
No, only express the views of the organization when acting as an agent of the organization. This is important to avoid legal liability.
When conveying negative messages, what else do you need to know to avoid legal liability?
1. Use plain paper for your personal matters.
2. Avoid supplying information that could be misused.
3. Don't admit or imply responsibility without checking with legal counsel.
When delivering negative messages, what is the order of DIRECT strategy?
1. Bad news.
3. Pleasant Close
When delivering negative messages, what is the order of INDIRECT strategy?
3. Bad News.
4. Pleasant Close.
When to use the direct strategy?
1. Bad news is not damaging
2. Receiver may overlook the bad news.
3. The organization or receiver prefers directness.
4. Firmness is necessary
When to use the indirect strategy?
1. Bad news is personally upsetting.
2. Bad news will provoke a hostile reaction. 3. Bad news threatens the customer relationship.
4. Bad news is unexpected
What is a buffer?
A neutral or positive opening that does not reveal the bad news.
What are the reasons?
An explanation of the causes for the bad news.
What are the components of bad news?
A clear but understated announcement of the bad news that may include an alternative or compromise.
What is in the closing?
A personalized, forward-looking, pleasant statement.
What are the 4 techniques for buffering the bad news?
1. Start of with any good news.
2. Pay a compliment, show appreciation for past action, or refer to something mutually understood.
3. Avoid raising false hopes or thanking the receiver for something you are about to refuse.
4. Consider sincerely apologizing if you or your company erred.
What are the 5 techniques for presenting the reasons for the bad news?
1. Explain clearly why the request must be denied without revealing the refusal
2. Show how your decision benefits the receiver or others, if possible
3. Explain company policy without using it as an excuse.
4. Choose positive words, avoid negative words.
5. Show that the matter was treated seriously and fairly
What are the 3 techniques for cushioning the bad news?
1. Consider positioning the bad news strategically by sandwiching it between other sentences.
2. Consider subordinating the bad news
3. Consider using the passive voice.
What are the 3 more techniques for cushioning the bad news?
4. Accentuate the positive by describing what you can do, not what you can't do.
5. Consider implying the refusal, but be certain it is clear.
6. Suggest a compromise or alternative, if one exists.
What are the 5 techniques for closing the bad news?
1. Look forward to future relations
2. Supply more information about an alternative, if one is offered.
3. Offer good wishes, compliments, or freebies ( coupons, samples, gifts)
4. Avoid referring to the refusal
5. Use resale or sales promotion if appropriate.
What are 6 steps for dealing with disappointed customers?
1. Call the individual involved.
2. Describe the problem and apologize
3. Explain why the problem occurred
4. Explain what you are doing to resolve it
5. Explain how you will prevent it from happening again
6. Follow up with a letter that documents the phone call and promotes goodwill.
What 3 critical thinking questions for customer request refusal?
1. What is the purpose of the message and sender?
2. What prevents this letter from achieving those goals?
3. What pattern of development would work best for this letter? Is that pattern what you see?
What 3 more critical thinking questions for customer request refusal?
4. What idea could serve as a buffer to open?
5. How could the bad news be subordinated? Write a statement that subordinates the bad news.
6. What friendly news could be used in the closing? Write a closing statement.
How do you manage organizational negative news on facebook, twitter or other websites?
1. Recognize social networks as an emerging communications channel
2. Become proactive by establishing blogs and active web sites with community forums to listen to customers and advertise the company's good deeds.
4. Join sites such as Twitter, Facebook, Flickr, Youtube, LinkedIn to see how these sites function and to benefit from site interaction.
5. Monitor comments about your organization to make immediate response possible.
How do you announce rate increases and price hikes?
1. Explain the reasons for the price increase, such as higher material costs or rising taxes.
2. Convey how the increase will add new value or better features, make use more efficient, or make customers' lives easier.
3. Give (advance) warning of rate increases.
What are the 6 steps for delivering bad news personally to a superior?
1. Gather all information
2. Prepare and rehearse
3. Explain what happened and how the problem will be repaired
4. Consider taking a colleague with you
5. Think about timing
6. Be patient with the reaction
What are the 6 steps for delivering bad news to groups of employees?
1. Deliver the news honestly and early
2. Use the indirect strategy
3. Try to open with a relevant, upbeat buffer.
4. Provide clear, convincing reasons that explain the decision
5. Be clear, yet kind, gentle, and understated with the bad news
6. Avoid referring to the bad news in the closing