Business Administration - Accounting & Financial Planning EAC349 Chapter 8: Chapter 8 Negative Messages.docx
29 Jul 2013
School
Professor
Document Summary
Have the reader read, understand and accept the message. Reduce/eliminate future correspondence on the same subject. If they were in our shoes, they would make the same decision. Dealing with clients who prefer a direct approach. Demonstrating firmness is necessary and maintaining goodwill is not: discontinuing clients, final collections letter. Reason before refusal when readers understands and accepts the reason prep for refusal. Give the refusal or negative information just once. Present an alternative or compromise if possible shows you care about helping them. End with a positive, forward looking statement. Recommend a solution & ask for action. Don"t include the reason at all if it is good for the company and not the reader. Emphasize the negative information when necessary so start with reduced health coverage rather than any good news. Managers can prepare for possible negatives by giving info as soon as it is available people affected by it can participate in setting the criteria.
