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Chapter 7 (Composing Neg. Messages (Opening with a Buffer (Best News,…
Chapter 7
Composing Neg. Messages
Opening with a Buffer
Best News
Compliment
Appreciation
Agreement
Facts
Understanding
Apologizing
Showing Empathy
Presenting Reasons
Explaining Clearly
Citing Benefits if Plausible
Explaining Company Policy
Showing Fairness & Serious Intent
Cushioning Bad News
Positioning the Bad News Strategically
Using Passive Voice
Highlighting the Positive
Implying the Refusal
Suggesting a Compromise
Closing Pleasantly
Alternative Follow-Up
Freebies
Good Wishes
Forward Look
Resale/Sales Promotion
Refusing Claims
Rejecting Requests
Dealing with Disappointed Customers
Responding to Neg. Posts
Denying Claims
Managing Bad News
Delivering Bad News
Refusing Requests
Announcing Bad News
Keep Communication Open & Honest
Choosing the Communication Channel
Draft of Intranet Post
Revision of Intranet Post
Analyze Neg. News Strategies
Keeping the Indirect Strategy Ethical
Section 1
When to use the Direct Strategy
When to Use the Indirect Strategy
Communicating Neg. News
How to achieve your goals