商务沟通第七章.pptVIP

Indirectness in Bad-News Messages 小组成员： 毛瑜 梁迪 王红艳 李娟 阮文平 文丰梅 Indirectness in Bad-News Messages Chapter seven First，a game Background:A want to borrow money from B Two styles to refuse others One : Refuse directly Another: Refuse indirectly Overview Why Indirect Order for Bad News Messages A General Indirect Order Plan Adaptations of the General Plan to Specific Situations Refused Requests Adjustment Refusals Credit Refusals Negative Announcements Bad News Message Usually in Indirect Order Why? Bad news is received more positively when preceded by explanation. But Exceptions Can Be Made Examples When the message will be routinely accepted When you know frankness is wanted The General Indirect Plan Using a strategic buffer Selecting the buffer strategy Setting up your strategy Developing the strategy Present the bad news positively End on a positive note Next Let’s follow with Liang Di to the world of REFUSED REPUESTS REFUSED REPUESTS The refusal of a request is one bad-news situation that you will probably choose to treat indirectly. In such situation, strive to achieve two main goals: ---to refuse and ---to maintain goodwill Develop the Strategy Begin by thinking through the problem, Looking for a logic explanation ( or reasoning) Setting Up the Explanation in the Opening Begin with the words that set up the explanation. Presenting the Explanation Convincingly To do this you should take care to use convincing and positive language. Handling the Refusal Positively The refusal should flow logically from the reasoning. State the refusal quickly and do not emphasize it. Using a Compromise When Practical If a compromise is practical , use it imply what you cannot do. Closing With Goodwill End with a pleasant off subject comment. Adapt the close to the one cas