Bài giảng Business Communication - Chapter Ten: Bad-News Messages

Chapter TenBad-News MessagesMcGraw-Hill/IrwinCopyright © 2014 by The McGraw-Hill Companies, Inc. All rights reserved.Learning ObjectivesLO10.1 Describe how delivering bad news impacts your credibility.LO10.2 Explain considerations for deciding which channels to use when delivering bad news messages.LO10.3 Summarize principles for effectively delivering bad-news messages.Learning ObjectivesLO10.4 Compose effective bad-news messages in person and in writing for various audiences, including colleagues, external partners, and customers.LO10.5 Deliver and receive negative performance reviews constructively.LO10.6 Review bad-news messages for effectiveness and fairness.Maintaining Credibility When Delivering Bad NewsHonesty and openness are keysAlthough people do not like to get bad news, they expect the truthChoose the Right Mix of ChannelsAn advantage to placing bad news in writing is being able to control the message more carefully and ensure that you state the bad news precisely and accuratelyAdvantages and Disadvantages of Bad News in Verbal and Written FormsSympathize with the Bad-News Recipient and Soften the BlowBuffera statement to establish common ground, show appreciation, state your sympathy, or otherwise express goodwill.Buffers for Bad-News MessagesSympathize with the Bad-News Recipient and Soften the BlowTeaser messageSignal to recipients that an upcoming conversation or other communication may involve unpleasant newsPrepares recipients emotionally yet does not reveal specific informationOften writtenDelivering Bad News in Writing to ColleaguesMum effect occurs when the chain of messages within an organization is filtered at each level to leave out or inaccurately state the bad news The message that top executives often hear ends up being unrealistically rosyFocusing on Actions and Results, Not Attitudes and IntentionsEstablishing Measurable ExpectationsReframing Your Thoughts to Initiate Feedback ConversationsReviewing Bad-News MessagesConsider asking trusted colleagues to review your message and give feedbackThey may be able to give you a neutral and objective view of the situation.Are Your Bad-News Messages FAIR?