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

2. 2 Copyright © 2015 Cengage Learning Bad-News Messages

3. 3 Copyright © 2015 Cengage Learning Bad-News Messages

4. 4 Copyright © 2015 Cengage Learning Bad-News Messages

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

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

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

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

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

10. 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. 11 Copyright © 2015 Cengage Learning How to Use the Direct Plan Examples| Planning | Replying | Announcing

12. 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. 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

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

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

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

17. 17 Copyright © 2015 Cengage Learning Bad-News Messages

18. 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

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

20. 20 Copyright © 2015 Cengage Learning Bad-News Messages

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