TAILIEUCHUNG - Lecture Lesikar's business communication: Connecting in a digital world (13/e): Chapter 8 - Kathryn Rentz, Paula Lentz

Chapter 8 - Maintaining goodwill in bad-news messages. Upon completing this chapter, you will be able to write indirect responses to convey bad news. To reach this goal, you should be able to: Determine which situations require using the indirect order for the most effective response, write indirect-order messages following the general plan, use tact and courtesy in refusals of requests,. | Chapter 8 Maintaining Goodwill in Bad-News Messages © 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. 8-1 Why Indirect Order? The General Indirect Plan Adaptations of the General Plan to Specific Situations Refused Requests Claim Messages Adjustment Refusals Negative Announcements Chapter Overview Bad news is received more positively when preceded by explanation. Why? Bad news can be shocking. Preparatory words ease the reader into the news. Hearing the (good) reasons first prepares the reader for interpreting the bad news correctly. Even if the reader expects bad news, the effort to spare his/her feelings is appreciated and can help convince the reader of the writer’s position. Why Indirect Order? Begin with a strategic buffer. Set up your strategy. .

• PR - Truyền thông
• Business communication
• Business messages
• Fundamentals of report writing
• Maintaining goodwill
• Bad news messages
• Convey bad news
• Business communication design
• Lecture Business communication design
• Indirect communication strategies
• Direct communication strategies
• Indirect strategy
• Communicating internally
• Formal communication networks
• Informal communication networks
• Business of change
• Organizations change
• Communication conflicts
• Industrial communication
• Lecture Business and industrial communication
• Subordinate communication
• Communication activities
• Lecture Business communication
• Communication skills
• Business communication process
• Communication networks
• Oral communication
• Text based visuals
• Business writing design
• Writing process
• Business writing style
• Business of reports
• Organizing reports
• Informational reports
• Communication technology
• Technology influence
• Selecting appropriate words
• Avoid discriminatory wording
• Writing good news
• Neutral messages
• Writing bad news messages
• Writing persuasive messages
• Email sales messages
• Writing reports
• Conventional outline form
• Writing short reports
• Forms of short reports
• Communicating orally
• Using voice input
• Application documents
• Print résumé
• Creating effective messages
• Communication design
• Select channels
• Administrative communication
• Business communication environment
• Communication process
• Business environment
• Corporate culture