BUS 216 Lecture 6: BUS 216 Chapter 6

• School: Simon Fraser University
• Department: Business Administration
• Course: BUS 216
• Professor: Sarb Hovey

Document Summary

Part 1: how does the ace process help you deliver bad news effectively. Communicating bad news well can create opportunities to promote goodwill and strengthen relationships: analyzing and planning bad new messages. Select the best medium to achieve your goal: face to face would be appropriate but takes time, email and telephone have advantages and disadvantages, using effective strategies to compose bad news messages. Decide where to state the bad news: direct is appropriate if the news will not come as a big surprise. Indirect can help audience understand and accept the news. Allow you to prepare the audience and explain your position before delivering the bad news. Soften the bad news: develop an effective buffer, use the passive voice, use positive or neutral language, develop an effective buffer: Buffers are introductory statements that lead up to bad news and soften its impact. Provide a context for the message or provide positive info that builds goodwill.