CMN 124 Lecture 9: Week 9- Negative Messages

• School: Ryerson University
• Department: Communication
• Course: CMN 124
• Professor: Sheila Rosenberg

Document Summary

Week 9- negative messages: rejections, announcements of policy changes, negative performance appraisals, product recalls, request refusals* Goals in communicating bad news: to make the reader understand and accept the bad news, to maintain and build goodwill, to make the message so clear that additional correspondence is unnecessary (pp. Should you apologize: do(cid:374)"t assu(cid:373)e to k(cid:374)o(cid:449) ho(cid:449) the (cid:396)eade(cid:396) is thi(cid:374)ki(cid:374)g o(cid:396) feeli(cid:374)g, avoid using negative language (unfortunately, problem, impossible) Buffer-> reasons-> bad news-> close p. (cid:1007)0(cid:1006: good news or positive elements, compliment, expression of thanks, general principle, fact, enclosure(s) Reasons: explain why the request must be denied, without revealing the refusal, use only your strongest reasons, give any benefits or good news, explain company policy. Date: 31st october, 2014: avoid negativity (unfortunately, impossible, do(cid:374)"t (cid:373)ake e(cid:454)(cid:272)uses o(cid:396) (cid:271)la(cid:373)e othe(cid:396)s. Bad news (refusal: give bad news once and clearly, use positive emphasis.