Business. Communication. Essentials. (Chapter 8.1) презентация

Often audiences seem to have a premonition that bad news is coming and just as often move to a worst-case scenario. Similarly, bad news is difficult to contain; rumour often precedes fact. Credibility, for you and your organization, can hinge on the speed with which you get the difficult information out to communities, audiences, or individuals.
Kevin Gass, Vice-President, Marketing and Communication
B.C. Lotteries Corporation

Analyze the
Situation

Investigate the
Topic

Adapt to the
Audience

Organize the
Message

Compose the
Message

Revise the
Message

Produce the
Message

Proofread the
Message

Convey the message
Gain acceptance
Maintain goodwill
Promote a good corporate image
Minimize future correspondence

Reasons



Step 2

Positive
Close


Step 3

Flow of the Message

Substance of the Message

Reasons



Step 2

Bad
News


Step 3

Positive
Close


Step 4

Flow of the Message

Substance of the Message

Cover positive points
Provide relevant details
Highlight benefits
Minimize company policy
Avoid apologizing

Use a Conditional Statement

Focus on the Positive

Avoid Blunt Language

Limit Future Correspondence

Remain Confident and Sincere

Be Optimistic About the Future

Ship Part
of the Order

Ship None
of the Order

Things to Avoid

Accepting Blame

Accusations

Negative Language

Defamation

Courtesy and Tact

Indirect Approach

Understanding

Possible Alternatives

Practice
Diplomacy

Recognize
Feelings

Be Direct

State Facts

State Reasons
Clearly

Suggest
Alternatives