CMN 279 Lecture Notes - Lecture 4: Cushioning, Dependent Clause
13 Feb 2017
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Document Summary
Require special attention to content, structure, context and tone. Objective is to preserve goodwill and ensure the recipient finishes reading the message and accepts the news without feeling bitter or hostile. We want readers to know why they are getting this bad news. Clarity: deliver the news clearly, briefly, respectfully and only once. Acceptance: help readers accept bad news by showing fairness and logic of the decision, explaining when possible. Positive image: maintain and build goodwill toward reader and writer (leaving good image from the messenger; want reader to think well of us and the company we represent) Protection: protect yourself and your organization from legal liability. Buffer: neutral but meaningful statement that doesn"t mention the bad news. Reasons: gives an explanation before disclosing the bad news. Bad news: clear but understand announcement of the news strategically positioned in the body of the communication. Avoiding three causes of legal problems: abusive language, careless language, the good-guy syndrome.
