Dr Beatty ENG 301 Bad News Inductive Approach Why Listen Prep Avoid Deemphasize PositiveOngoing Exceptions to Inductive Approach Repeated Response Insignificant RIIU Authority ID: 500411
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Slide1
Delivering Bad News
Dr. Beatty
ENG 301Slide2
Bad News
Inductive Approach
Why?
Listen
Prep
Avoid
De-emphasize
Positive/OngoingSlide3
Exceptions to Inductive Approach
Repeated Response
Insignificant
R.I.I.U.
Authority
Longstanding, good relationshipSlide4
Inductive Approach: The Opening
Neutral Statement
Example: Your application was reviewed separately by two loan officers.
Example: You are to be commended for your commitment to restore Naperville’s historical downtown shopping district.Slide5
Good Opener or Bad Opener?
Our company has thrived by taking advantage of international business opportunities.
Effective March 3, we will relocate our plant to Franklin, Tennessee.Slide6
Your Turn: Opening Sentence
Situation 1:
Someone else has been selected for the promotion.
Situation 2:
The proposal for a new employee recreation center has been turned down.Slide7
Inductive Approach: The Body
Facts, Analysis, Reasons
Bad News
Positive tone
De-emphasis techniques
Alternative
Your Turn: Someone else chosen for promotionSlide8
Good or Bad?
The success of this project depends upon a good project director.
Creating an employee computer lounge would be a complex and expensive project due to a lack of available space and funding for additional computers.Slide9
Good Buffer or Bad Buffer?
The
HighFly
skis you stocked this past season are skillfully crafted and made from the most innovative materials available.
Your message questioning the re-stocking charge on your statement has been received.Slide10
Good Buffer or Bad Buffer?
Our refund policies provide you the opportunity to keep a fully stocked inventory at the lowest possible cost.
Each of the order forms you have completed states that the returns are subject to a 15% restocking charge.Slide11
Bad News Delivered Well
You receive full refunds for merchandise
returned within 10 days of
receipt. For unsold merchandise
returned after the primary selling
season, a modest 15 percent
restocking fee is charged to
cover our costs of holding this
merchandise until next season.Slide12
Exit: Looking to Future
While relaxing from another great skiing season, take a look at our new
HighFly
skis and other items available in the enclosed catalog for next season. You can save 10 percent by ordering premium products before May 10
th
.Slide13
Exit: Presenting an Alternative
Although our current personnel shortage prevents us from lending you an executive, we do want to support your worthy project.
Kevin Denny, our VP of Marketing, has a keen interest in historical preservation, having served on a very similar project in Vermont. He would be happy to share his experience; you can contact him at 555-8712.Slide14
Your Turn: Constructive Criticism
Situation:
Julie Simmons, the IT specialist for the consulting firm you’ve hired is constantly accepting text messages even when in project meetings. People have to continually repeat things to her because she is distracted and not paying attention in our meetings. She is extremely knowledgeable and has good ideas, but it is very frustrating to work with her.
Audience:
Consulting firm
Purpose:
InformativeSlide15
Example
Format?
Decision Factors:
Internal vs. External
Formal vs. Informal
Example