indirectness in bad news messages
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Indirectness in Bad News Messages. Teacher – Shahed Rahman. Allow me to give you an offer you cant Refuse. Important. Usually Bad news messages should be in the indirect order There is exceptions, as when the reader prefer frankness Do it in a Positive Way. The General Direct Plan . - PowerPoint PPT PresentationTRANSCRIPT
TEACHER – SHAHED RAHMAN
Indirectness in Bad News Messages
Allow me to give you an offer you cant Refuse
Important
Usually Bad news messages should be in the indirect order
There is exceptions, as when the reader prefer frankness
Do it in a Positive Way
The General Direct Plan
Using a Strategic BufferSetting up the Negative News Presenting the Bad News Positively Offering an Alternative SolutionEnding on a Positive Note
Using A Strategic Buffer
Use a buffer in indirect bad-news messagesBegin with a buffer that identifies the subject Raises the topic of the message but does not
indicate what the rest of the message will say about it
Giving them a chance to prepare for the negative news
Some times the direct approach is best if ethical issues are involved
Setting Up the Negative News
Facts Involved in the decision Explanatory Strategy before presenting the
negative news Cite the expert opinion of authorities
whom both you and you r readers respect
Presenting The Bad News Positively
Refuse as positively as the situation permitsMake sure Negative message is clear. Readers already expecting a negative message.Be certain that you are honest and clear.
In the interest of our fairness “Since you have broken the seal, state law
prohibits us from returning the product to stock” “State law prohibits us from returning to stock
all such products with broken seal”
Offering an Alternative Solution
Help Solve the readers problemShowing Concern maintains goodwillWhat are the other options ?
Ending on a Positive Note
End with specially adapted goodwill
Refused Request
Developing the Strategy Setting Up the Explanation in Opening Presenting The Explanation Convincingly Handling the Refusal Positively Using a Compromise When Practical Closing with Good Will
General Plan to Refused Request
Begin with words that indicate that indicate a response to the request, are neutral as to the answer, and set up the strategy.
Present your justification or explanation, using positive language and you viewpoint.
Refuse clearly and Positively, including counter proposal or compromise when appropriate
End with an adapted good will
Negative Announcements
Determining the Strategy Direct or Indirect ? Indirect Order usually Better
Setting up the bad news Select a strategy that prepares the reader to accept the bad news
Positively Presenting the Bad News The bad news should follow logically from your opening Word it positively
Focusing on Next steps or Remaining benefits Help people solve their problems and focus on any positive
aspectsClosing on a Positive or Encouraging Note
Close with good will
Thank you
Experiences are not always Positive Learn how to deal with Negative Situations