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Chapter 7:Negative Messages (Composing Effective Negative Messages…
Chapter 7:Negative Messages
Communicating Negative News Effectively
How to Achieve Your Goals in Communicating Negative News
Analyzing Negative News Strategies
When to Use the Direct Strategy
When to Use the Indirect Strategy
Keeping the Indirect Strategy Ethical
Composing Effective Negative Messages
Opening Indirect Messages With a Buffer
Best News
Compliment
Appreciation
Agreement
Facts
Understanding
Apologizing
Showing Empathy
Presenting the Reasons
Explaining Clearly
Citing Reader or Other Benefits if Plausible
Explaining Company Policy
Choosing Positive Words
Showing Fairness and Serious Intent
Cushioning the Bad News
Positioning the Bad News Strategically
Using the Passive Voice
Highlighting the Positive
Implying the Refusal
Suggesting a Compromise or an Alternative
Closing Pleasantly
Alternative Follow-Up
Freebies
Good Wishes
Forward Look
Resale or Sales Promotion
Refusing Typical Requests and Claims
Rejecting Requests for Favors, Money, Information, and Action
Dealing With Disappointed Customers in Print
Responding to Negative Posts and Reviews Online
Denying Claims
Managing Bad News Within Organizations
Delivering Bad News in Person
Refusing Workplace Requests
Announcing Bad News to Employees and the Public
Keeping Communication Open and Honest
Choosing the Best Communication Channel
Draft of Intranet Post
Revision of Intranet Post