CMN 279 Lecture Notes - Lecture 7: Ljn, Aspirin, Cash Flow
14 Jan 2017
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About delivering negative messages and writing collaboratively. The tone and manner of the negative message are as important as the content. Most important goal in delivering a negative message is to say no in a manner that retains the goodwill of the reader. Reader should understand and accept bad news message as being credible even if they don"t like the decision. Justification (explaining to the reader the reasons behind the negative message) is a key concept in bad news message. If there"s a chance the recipient will be hurt, disappointed or offended by what you say, you must use the negative message format. It deals with potential emotions and reactions in addition to providing information (ie. turning down a job applicant, refusing a refund request, declining to give to a charity, refusing to repair an item under warranty) Giving logical reasons (e. g. , you cannot speak in toronto if you must be in.
