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Chapter 9 communicating bad news messages (How does the ACE process help…
Chapter 9
communicating bad news messages
How does the ACE process help you deliver bad news?
analyze and planning bad news messages
ask questions that help you develop content
select the best medium to achieve your goal
using effective strategies to compose bad news messages
decide where to state the bad news(direct or indirect)
state it clearly
soften the bad news
create an effective buffer
use the passive voice
close the message positively
propose a solution
propose an alternative
create options for future business
focus on a benefit
evaluating bad news messages
evaluating the message's clarity, honesty and sense of goodwill
evaluate the business result
checking cultural assumptions about delivering bad news
What types of bad news messages are common in business?
denying customers
acknowledging mistakes or problems
announce the bad news
assume responsibility
provide an explanation
announce next steps to fix the problem and prevent recurrence
communicating negative change
How can you control the spread of bad news through social media
having a plan in place
perform a thorough stakeholder/ environment scan
monitor social media for early warnings
respond quickly
respond authentically