BUSI 1020U Chapter Notes - Chapter 9: Sales Promotion, Layaway
Document Summary
Organize negative messages in this way: begin with a buffer or neutral statement when possible, explain the refusal, give the negative once, clearly, end with a positive, forward-looking statement. Use a buffer when the reader values harmony or when the buffer serves a purpose in addition to simply delaying the negative. Organize negative messages to superiors this way: describe the problem, explain how it happened, describe options for fixing it, recommend a solution, and ask for action. When giving bad news to peers or subordinates: describe the problem, present an alternative or compromise, if one is available, if possible, ask for input. Make sure your reason for refusing is valid. Omit the reason if it is weak, or makes your organization look bad. Use paiboc analysis and maslow"s hierarchy to analyze how best to compose negative messages that meet your purposes and your audience"s needs.
