Chapter 8 Copyright © 2015 Cengage Learning Bad-News Messages.

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Presentation transcript:

Chapter 8 Copyright © 2015 Cengage Learning Bad-News Messages

2 Copyright © 2015 Cengage Learning Bad-News Messages

3 Copyright © 2015 Cengage Learning Bad-News Messages

4 Copyright © 2015 Cengage Learning Bad-News Messages

5 Copyright © 2015 Cengage Learning Goals in Communicating Bad News Examples| Planning | Replying | Announcing YURI ARCURS/FOTOLIA

Copyright © 2015 Cengage Learning Planning a Bad-News Message Examples| Planning | Replying | Announcing

7 Copyright © 2015 Cengage Learning Communication Model Examples| Planning | Replying | Announcing

Copyright © 2015 Cengage Learning Planning a Bad-News Message Examples| Planning | Replying | Announcing

9 Copyright © 2015 Cengage Learning Organizing Bad-News Messages Examples| Planning | Replying | Announcing Questions to consider when organizing your message

Copyright © 2015 Cengage Learning A Continuum Approach Examples| Planning | Replying | Announcing Organize your message somewhere along a direct-indirect continuum. Direct Plan Indirect Plan

11 Copyright © 2015 Cengage Learning How to Use the Direct Plan Examples| Planning | Replying | Announcing

12 Copyright © 2015 Cengage Learning Opening Buffer Statements What is the goal of a buffer statement in a bad-news message? a.To establish or strengthen the reader-writer relationship b.To apologize for the bad news c.To summarize the bad news d.To hint at the bad news Examples| Planning | Replying | Announcing

13 Copyright © 2015 Cengage Learning Opening Buffer Statements What is the goal of a buffer statement in a bad-news message? a.To establish or strengthen the reader-writer relationship b.To apologize for the bad news c.To summarize the bad news d.To hint at the bad news Examples| Planning | Replying | Announcing

Copyright © 2015 Cengage Learning Justifying Your Decision Examples| Planning | Replying | Announcing

Copyright © 2015 Cengage Learning Giving the Bad News Examples| Planning | Replying | Announcing

16 Copyright © 2015 Cengage Learning Closing on a Pleasant Note Examples| Planning | Replying | Announcing

17 Copyright © 2015 Cengage Learning Bad-News Messages

18 Copyright © 2015 Cengage Learning Rejecting an Idea Think about a time when you presented an idea that was not accepted. How did the person respond? How did you feel? Examples| Planning | Replying | Announcing HASLOO GROUP PRODUCTION STUDIO/SHUTTERSTOCK

Copyright © 2015 Cengage Learning Refusing a Customer Request Examples| Planning | Replying | Announcing

20 Copyright © 2015 Cengage Learning Bad-News Messages

21 Copyright © 2015 Cengage Learning Bad News about Normal Operations Examples| Planning | Replying | Announcing