TAILIEUCHUNG - Lecture Business and administrative communication (11th edition): Chapter 10 - Kitty O. Locker, Donna S. Kienzler

Chapter 10 - Delivering negative messages. In this chapter, students will be able to understand: Different purposes of negative messages; different ways to organize negative messages; ways to construct the different parts of negative messages; how to improve the tone of negative messages; ways to construct different kinds of negative messages; how, and how not, to use technology for negative messages. | Chapter 10 Delivering Negative Messages Multimedia Lecture Support Package to Accompany Basic Marketing Lecture Script 6- Negative Messages Information conveyed is negative Audience’s reaction is negative Message does not benefit them Usually they experience disappointment or anger Varieties Rejections, refusals Policy changes not benefiting customer Poor performance appraisals Disciplinary notices Insulting, intrusive requests Product recalls Multimedia Lecture Support Package to Accompany Basic Marketing Lecture Script 6- Purposes Primary Purposes To give audience bad news To have audience read, understand, and accept message To maintain as much goodwill as possible Secondary Purposes To build good image of communicator To build good image of communicator’s organization To avoid future messages on same subject Multimedia Lecture Support Package to Accompany Basic Marketing Lecture Script 6- Purposes Want audience to feel They have been taken seriously The decision is .

• PR - Truyền thông
• Administrative communication
• Business communication
• Business communication environment
• Organizing negative messages
• Delivering negative messages
• Business and administrative communication
• Navigating the business communication environment
• Designing documents
• Building goodwill
• Communication process
• Effective messages
• Analysis questions
• Analyze individuals
• Analyze organizations
• Negative situations
• Business environment
• Corporate culture
• Composing activities
• Designing documents
• Page design guidelines
• Communicating across cultures
• Intercultural communicator
• Team interactions
• Team leadership
• Sharing informative
• Positive messages
• Communicating across cultures