Professional Documents
Culture Documents
Negative Messages (Folder Version)
Negative Messages (Folder Version)
Messages
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Negative Messages
Ch 8 - 5
2010 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible
website, in whole or in part.
2010 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible
website, in whole or in part.
2010 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible
website, in whole or in part.
2010 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible
website, in whole or in part.
2010 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible
website, in whole or in part.
Refused Claims
Refused Requests
Unfavorable Decisions
Unsolicited Unpleasant
Info
2010 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible
website, in whole or in part.
Opening Buffer
Logical Explanation
Negative Information
Constructive Follow Up
Friendly Close
2010 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted
to a publicly accessible website, in whole or in part.
1. Opening Buffer
Provides
Coheren
ce
Maintain
s
neutralit
y and
introduce
s
explanati
on
Openi
ng
Buffer
Is
Positiv
e
2010 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted
to a publicly accessible website, in whole or in part.
Builds
Goodwil
l
2. Logical Explanation
Ch 8 - 20
Relates
to the
opening
buffer
Uses deemphasi
s
techniqu
es
Logical
Explanati
on (stay
positive)
Stresses
receiver
interests
and
benefits
2010 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted
to a publicly accessible website, in whole or in part.
Presents
convincin
g
reasonin
g
Problem Situation
Correction/Error Needed change
3. Negative Information
Ch 8 - 25
Relates
to the
logical
explanati
on
Avoids an
apology
Negative
informati
on (Stay
positive)
Says
what can
be done
Gives
negative
informati
on
implicitly
and
subtly
2010 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted
to a publicly accessible website, in whole or in part.
Words
I refuse
will not
cannot
I deeply regret to inform you
I am sorry to say
4. Constructive Follow-up
Ch 8 - 29
2010 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted
to a publicly accessible website, in whole or in part.
Is this constructive?
5. Friendly Close
Ch 8 - 32
Builds
goodwi
ll
Is
warm
and
optimis
tic
Friend
ly
Close
Stays
off the
negativ
e
impact
2010 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted
to a publicly accessible website, in whole or in part.
Personali
zes the
close
Friendly Close
With this letter, I am enclosing a birthday greeting for your son from
our company. The greeting includes a note that he will be receiving
the wood-finished dashboard fittings on September 30. If you insert
this message in the birthday package with items from the first
shipment, Arup will be happy to see another item is on its way, and
he can look forward to more installations.
When you have future needs for car accessories, you will find highquality merchandise at reasonable prices on our website at (URL goes
here here) We appreciate your business; customer service is our
priority.
Cordially,
Signature here
Ashok Lal
Distribution Manager.
Delivery Modes
Ch 8 - 38
2010 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted
to a publicly accessible website, in whole or in part.
Request Refusals
Adjustment
Refusals
Credit or Loan
Refusals
2010 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted
to a publicly accessible website, in whole or in part.
1. Adjustment Refusal
1. Adjustment Refusal
Pinnacle Do-Craft
3. Credit Refusals
Personalized letters
Form letters
Telephone calls
Face-to-face conversations
Loan Refusal
4. Unsolicited negative
messages
Sensitive personnel
messages
Suspension
Termination
Change in status with legal
considerations
First, face-to-face
Then, written communication (follow
modified indirect plan)
Consultation with your legal cell.
2010 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted
to a publicly accessible website, in whole or in part.
2010 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted
to a publicly accessible website, in whole or in part.