MGMT 1000 Chapter Notes - Chapter 9: Legal Liability
20 Jun 2018
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CHAPTER 9 – Negative messages
Reducing bad feelings with negative messages: when customer…
- Knows the reasons for rejection
- Feels the news was revealed sensitively
- Believes the matter was treated seriously and fairly
Goals when conveying negative news
- Explaining clearly and completely
- Projecting a professional image
- Conveying empathy and sensitivity
- Being fair
- Maintaining friendly relations
Legal liability in conveying negative news
- Abusive language
- Careless language
- The “good guy” syndrome – your words represent the company, don’t volunteer too much
information, avoid making promises you can’t keep, don’t admit or imply responsibility
Using direct method – being honest, not seeming deceptive
! Bad news, reasons, pleasant close
- When bad news is not damaging – relatively minor or doesn’t affect reader (ex. small price
increase)
- When receiver may overlook the bad news
- When the organization/receiver prefers directness
- When firmness is necessary
Using indirect method – softening the blow, being sensitive
! Buffer, reasons, bad news, pleasant close
- When the bad news is personally upsetting
- When the bad news will prove a hostile reaction
- When the bad news threatens the customer relationship
- When the bad news is unexpected
Buffer
- Best news, compliment, appreciation, agreement, facts, understanding
Apologizing – the five Rs
- Recognition – acknowledge the specific offense
- Responsibility – accept personal responsibility
- Remorse – embrace “I apologize” and “I am sorry”
- Restitution – explain what exactly you will do about it
- Repeating – Promise it won’t happen again and mean it
Document Summary
Reducing bad feelings with negative messages: when customer . Believes the matter was treated seriously and fairly. The good guy syndrome your words represent the company, don"t volunteer too much information, avoid making promises you can"t keep, don"t admit or imply responsibility. Using direct method being honest, not seeming deceptive. When bad news is not damaging relatively minor or doesn"t affect reader (ex. small price increase) When receiver may overlook the bad news. Using indirect method softening the blow, being sensitive. When the bad news is personally upsetting. When the bad news will prove a hostile reaction. When the bad news threatens the customer relationship. Best news, compliment, appreciation, agreement, facts, understanding. Remorse embrace i apologize and i am sorry . Restitution explain what exactly you will do about it. Repeating promise it won"t happen again and mean it. Explain clearly if reasons are not confidential and will not create legal liability. Explaining company policy and why it makes sense.
