MGMT 1000 Chapter Notes - Chapter 9: Sales Promotion
13 Mar 2016
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Explaining clearly and completely: readers understand and, in the best case, accept the bad news, recipients do not have to call or write to clarify the message. Projecting a professional image: writers stay calm, use polite language, and respond with clear explanations of why a negative message was necessary even when irate customers sound threatening and overstate their claims. Conveying empathy and sensitivity: writers use language that respects the readers and attempts to reduce bad feelings, when appropriate, writers accept blame and apologize without creating legal liability for the organization or themselves. Being fair: writers show that the decision was fair, impartial, and rational. Maintaining friendly relations: writers demonstrate their desire to continue pleasant relations with the receivers and to regain their confidence. Deciding when to deliver bad news directly: when the bad news is not damaging. Negative news is relatively minor (e. g. , a small price increase)
