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MGT 3213 - Chapter 7
Delivering Bad News Messages
5
Communication
Undergraduate 3
10/04/2012

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Cards

Term
bad-news messages
Definition
Consist of the (a) introductory paragraph, (b) explanation, (c) bad "news statement, (d) the counterproposal or "silver lining" idea, and (e) closing paragraph.
Term
counterproposal
Definition
An alternative to the action requested that follows the negative news that can assist in preserving future relationships with the receiver.
Term
Fair Credit Reporting Act
Definition
Federal law that provides consumers the right to know the nature of the information in their credit file and gives them other protections when they apply for and are denied credit.
Term
positive language
Definition
Focus on the good instead of the bad, the pleasant instead of the unpleasant, what can be done instead of what cannot be done.
Term
silver lining
Definition
A thought that turns the discussion back into the positive direction.
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