CMN 279 Lecture Notes - Lecture 13: Jargon
31 Aug 2016
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Categories of bad messages: refusals, announcements, assessments or appraisals. When given bad news, readers may: stop reading, experience anger and shock, take the message personally, cut tires with the organization. Goals of negative messages: get the point across the first time, be clear, concise, and respectful. Show fairness and logic: maintain and build goodwill, balance business needs with the reader"s position, reduce impatience and hostility, be prompt, accountable, and considerate. Tone in bad news messages: avoid, being overly apologetic. Pleading, timid wording, admissions of liability: lack of clarity. Mixed messages, jargon: accusations and assumptions, use, facts, positive emphasis, sincerity, politeness, appropriate complimentary closing. Subject lines: optional in a bad news message, normally positive or neutral, negative subject lines command negative attention. Using the direct writing plan: use a direct approach when, reader prefers directness, company practice is directness, critical information must be presented clearly, news is expected and is not serious, you are terminating the relationship.
