CMN 279 Lecture 14: Bad news buffers
31 Aug 2016
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Bad news buffers: neutralize bad news, establish rapport, reduce shock, types of buffers, expression of appreciation, good or neutral news, general principle or fact, recap of past communication. Statement of agreement or common ground: apology or statement of understanding, compliment. For a serious inconvenience: apologize early in the message, keep it brief, clear, and sincere. For minor errors or unavoidable circumstances: consider an explanation instead of an apology. Refusing requests: buffer the opening, give reasons. Soften the bad news: offer an alternative, tell them what you can do, renew goodwill. Turning down job applicants: thank applicant, can comment on quality of applications, give reasons for choice if possible. State bad news: close gently with encouragement. Announcing bad news to employees: consider affect on morale and performance, encourage acceptance and compliance by explaining, why the change is being made, how the news affects employees. Declining invitations: consider audience size and venue. Show appreciation or issue a compliment: express regret and explain.
