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Chapter 8 - 1
Completing
Chapter 8 - 2
Negative Messages
Convey the message
Gain acceptance
Maintain goodwill
Promote a good corporate image Minimize future correspondence
Chapter 8 - 3
Chapter 8 - 6
Chapter 8 - 7
Chapter 8 - 8
Chapter 8 - 9
Things to avoid
Saying no A know-it-all tone
Compliment reader
Be understanding Show sincerity
Wordy phrases
Apologies Lengthy buffers
Chapter 8 - 10
Suggest benefits
Minimize policy
Chapter 8 - 11
Chapter 8 - 12
Chapter 8 - 13
Cultural Differences
Proper tone
Message organization
Cultural conventions
Chapter 8 - 14
External
Diversity Confidentiality
Prentice Hall, 2005
Business Communication Today 8e Chapter 8 - 15
Complete information
Business etiquette
Self-control Careful planning Sensitive wording
Prentice Hall, 2005
Business Communication Today 8e Chapter 8 - 16
Negative Messages
Routine matters
Organizational news
Employment information
Chapter 8 - 17
Routine Matters
Select the approach Manage your time Be polite but firm Propose alternatives Avoid empty closings
Chapter 8 - 18
Chapter 8 - 19
Things to avoid
Accepting blame Accusations
Positive attitude
Understanding and respect
Defamation
Negative language
Chapter 8 - 20
Organizational News
Bad news about products
Bad news about company operations
Chapter 8 - 21
Negative Announcements
Match the approach to the situation
Consider unique needs of groups
Chapter 8 - 22
Negative Announcements
Plan for and manage a response
Stay positive, but be realistic
Chapter 8 - 23
Crisis Communication
Define operational procedures Clarify communication tasks Assign specific responsibilities Test crisis-communication plan
Chapter 8 - 24
Employment Applications
Use the direct approach
State reasons clearly
Suggest alternatives
Chapter 8 - 25
Recommendation Letters
Requested by businesses
Be direct State facts
Requested by individuals
Practice diplomacy Recognize feelings
Chapter 8 - 26
Performance Reviews
Review requirements
Provide feedback
Chapter 8 - 27
Maintain privacy
Focus on the problem Obtain commitment
Chapter 8 - 28
Termination Letters
Express the decision
Give specific justification
Chapter 8 - 29