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7 Cards in this Set
- Front
- Back
What are the primary goals in communicating bad news?
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make the receiver understand the bad news
help the receiver accept maintain positive image of you and company |
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secondary goal of communicating bad news
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reduce bad feelings
convey fairness eliminate future correspondence avoid creating legal liability |
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Four part indirect pattern for bad news
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buffer
reasons bad news closing |
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When to use direct pattern for bad news
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when receiver overlook bad news
when suggested when receivers prefers direct when firm is necessary if not damaging |
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How to deal with disappoint customers
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call
describe the problem and apologize explain why it happened follow up with a letter that documents the phone call and promotes good will |
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Four goals in conveying the refusal of credit
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avoid languages that causes hard feelings
retain customers on cash basis prepare for possible future crefit without raising fals expectations avoid disclosures that could cause a lawsuit |
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Giving bad news personally
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father all info
prepare and rehearse explain past present and future consider taking a partner think about timing be patient with reaction |