giao tiếp trong kinh doanh chương 8 truyền đạt tin xấu

Make your decision clearHelp your audience accept the message Maintain a goodwill relationship Prevent further unnecessary discussion Preserve the company’s image Protect the company aga

Make your decision clear

Help your audience accept the message

Maintain a goodwill relationship

Prevent further unnecessary discussion

Preserve the company’s image

Protect the company against lawsuits

Goals in Communicating Bad News

L

Plan Components of the Message

Choose the Medium Analyze the Audience Assess the Communication Context

Close the Message Give the Bad News Explain the Decision Organize the Message Planning a Bad-News Message

L

Plan Components of the Message

Choose the Medium Analyze the Audience Assess the Communication Context

Close the Message Give the Bad News Explain the Decision Organize the Message Planning a Bad-News Message

Organizing Bad-News Messages

Questions to consider when organizing your message

Follow with explanations

End with a friendly

closing

How to Use the Direct Plan

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

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

L

State reasons using positive language

Explain the rationale for the “company policy”

State reasons concisely; don’t over explain

Present strongest reasons first Justifying Your Decision

Present bad news as a logical outcome

State the bad news in positive and impersonal language

Do not apologize unless you’re at fault

Make the refusal definite

Giving the Bad News

Techniques to Use

Closing on a Pleasant Note

Use the indirect plan if the reader is emotionally involved in the situation

Use impersonal, neutral language to explain the reasons for the refusal

Offer a small compromise to help retain the customer’s goodwill Refusing a Customer Request