Negative or “Bad News” Messages - CCS Faculty Websites负的或“坏消息”的消息- CCS学院网站.pptVIP

Negative or “Bad News” Messages Say “yes” quickly; say “no” slowly. Types of negative messages Request refusal News that is disappointing to reader Job changes Economic news Policy changes Writing Bad-News Messages The Three-Step Process Strategies for Bad-News Messages Convey the message Gain acceptance Maintain goodwill Promote a good corporate image Minimize future correspondence Audience-Centered Tone The Indirect Approach Begin With a Buffer Show appreciation Pay attention Compliment reader Be understanding Show sincerity Saying “no” A know-it-all tone Wordy phrases Apologies Lengthy buffers Follow With Reasons Cover positive points Provide relevant details Highlight benefits Minimize company policy Avoid apologizing State the Message Close With Confidence Cultural Differences High Context Cultures Meaning conveyed through non-verbal actions and environmental setting Uses indirectness to avoid conflict Relationships must be built before business can be transacted Claims and Adjustments Organizational News Match your approach to the situation Give accurate messages to dispel rumors Give reasons and any positive points Show actions are necessary and reasonable Plan the sequence of multiple announcements Tell those most affected first Minimize the element of surprise Crisis Management Plan Have a notification plan Have alternate communication channels Set up a central location for information and questions Letters ofRecommendation Employment Applications Performance Reviews NegativePerformance Reviews Confront the problem Plan the message Respect privacy Focus on the problem Obtain commitment Giving Constructive Criticism Make sure the person is prepared to hear the criticism. Carefully and clearly describe their behavior. Use the “Oreo” effect whenever possible. Be as specific as possible. Giving Constructive Criticism Restrict criticism to recent behavior. Direct criticism to behavior the person can do some thing about. If possible, include suggestions