Chapter 08 Negative Messages.pptxVIP

For Slide 35 and others in this presentation that contain an Adobe Acrobat 7.0 Document icon, please note the following: While in Slide Show view, single-click the Adobe Acrobat 7.0 Document icon and a second window will open in front of the slide.  You will be working with the document in a second program that works on top of the PowerPoint program but still keeps your slide open in the background. You must have the Adobe Acrobat Reader program installed on your computer in order to view these documents.  The program is available free at /products/acrobat/readstep2.html. For best viewing of the document, maximize the Acrobat Reader window.  As you scroll up and down the document, please remember that some Acrobat documents are longer than one page. In addition, some documents contain comments or questions following the letter that can serve as a basis of class discussion of the document. If your students are unable to read the document in your classroom setting, then increase the zoom option located on the toolbar of the Acrobat Reader window to enlarge the fonts viewing size. When youre finished viewing the document, close the Acrobat Reader window and proceed with the PowerPoint slide show that will have stayed open behind the Acrobat Reader window. NOTE: This slide provides information for only the instructor. If you use the F5 key to switch to slide show view, this slide will not be displayed. CHAPTER 8 Negative Messages Refuse routine requests and claims Break bad news to customers Break bad news to employees The direct strategyis appropriate fordelivering bad newsin some situations. Reasons Bad News Closing Reasons Bad News Closing When . . . The receiver may overlook the bad news. Organization policy suggests directness. The receiver prefers directness. Firmness is necessary. The bad news is not damaging. The receiver’s goodwill is not an issue. Using the direct strategy to communicate bad news appeals toefficiency-oriented writers who