mgmt 3003 chap 8

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Author:
monaben20
ID:
114410
Filename:
mgmt 3003 chap 8
Updated:
2011-11-04 16:16:34
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mgmt 3003 chap
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mgmt 3003 chap 8
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  1. when you need to deliver messages you have five goals
    • 1. convey the bad news
    • 2. gain acceptance for it
    • 3. maintain as much goodwill as possible with your audience
    • 4. to maintain a good image for your organization
    • 5. if appropiate , to reduce or eliminate the need for future correspondence on the matter.
  2. 3 step writing process for negative messges
    • 1. PLANNING NEGATIVE MESSAGES
    • selecting right medium.
    • direct or indirect approach
    • DIRECT APPROACH- opens with the bad news proceeds to the reasons for the situation or the decision and ends with a positive statement aimed at maintaing a good relationship with audience.
    • INDIRECT APPROACH -opns with the reasons behind the bad news before presenting the bad new itselft.

    • Step 2: WRITING NEGATIVE MESSAGES
    • write clearly and sensitively.

    • step 3: COMPLETING NEGATIVE MESSAGES
    • clear, complete, concise
  3. DIRECT APPROACH FOR NEGATIVE MESSAGES
    bad news up front, folows with reason, closing statement
    • open with a clear statement
    • provide reasons and additional info
    • close on positve note
  4. USING INDIRECT APPROACH FOR NEGATIVE MESSAGES

    buffer, explains reasons, clearly state negative news, and closes with positive
    • opening with a buffer- a newutal, nonvontroversial statement that is closely related to the point of message.establishes common ground with reader.
    • providing reasons and additional info
    • continuing with a clear statement of bad news
    • convey 3 negative info clearly and kindly
    • 1. deephasize bad news
    • 2.use a conditional statement
    • 3. emphasize what you can do or have done rather than what you cannot do.
    • closing on positive note
  5. SENDING NEGATIVE MESSAGES ON ROUTINE BUSINESS MATTERS
    • refusing routine requests
    • handling bad news about transactions
    • 3 goals
    • 1.modify the customers expectations
    • 2.explain how you plan to resolve the situation
    • 3.repair whatever damage might have been done to the business relationship
    • refusing claim and requests for adjustments
    • defamation- false statement that damages someones rep.
    • 1. statement is false
    • 2. the language injures the persons rep
    • 3. the statement has been communicated to others.
  6. SENDING NEGATIVE EMPLOYMENT MESSAGES

    indirect approach usually advised
    • refusing requests for recommnedation letters-dont deny it , give reader whats applicable
    • rejecting job applicants-ignoring application builds ill will and can harm your company's rep.
    • giving negative performance reviews
    • terminating employment
  7. sending negative organizational news
    ex: announcements of workforce reductions, crisis communication reguarding enviromental incidents, workplace accidents, other traumatic situation
  8. RESPONDING TO NEGATIVE INFO IN A SOCIAL MEDIA
    • 1.Engage early , engage often-done before the negative info appears to engage with stakeholders
    • 2.Monitor the conversation-use RSS feeds , automated reputation analysis, and other technology to see what people are saying
    • 3.evaluate negative messages-dont fight back immediately. Evaluate the source, the tone , and the content of the message and then choose a response that fits the situation.
    • 4.respond apporiately -after you assesed negative message, make apporiate response based on overall public relations plan
  9. -important points to consider when convey negative news
    • 1.match your approach to situation
    • 2/ consider unique need of each group
    • 3. minimize the element of surprise whenever possible so that affected groups to prepare and respond.
    • 4. give yourself as much time as possible to plan and manage a response
    • 5.make sure youre ready to answers expected
    • 6. look positve angels but do exude false optimism
    • 7.seek expert advice
    • 8. use multilple media to reach out to affected audiences.

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