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In: Business and Management

Submitted By felly
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A. STRATEGI PENGORGANISASIAN PESAN-PESAN BAD NEWS
Ketika memberikan tanggapan atas keluhan pelanggan mengomunikasikan permasalahan tentang pesanan, atau memberitahukan perubahan kebijakan perusahaan yang dapat memperngaruhi citra organisasi bisnis secara negatif, ada tiga yang perlu diperhatikan yaitu; (1) Penyampaian bad-news, (2) Penerimaan pesan tersebut, (3) Menjaga good will sebaik mungkin dengan audiens.

1. Menciptakan Audience-Centered Tone
Nada atau intonasi anda dalam menyampaikan Bad-News mampu memberikan kontribusi yang cukup penting bagi efektivitas penyampaian pesan-pesan bisnis.

2. Memilih Pendekatan Organisasional
Sebagaimana telah dijelaskan pada bab-bab sebelumnya, ada dua pendekatan organisasional yang dapat diterapkan dalam menyampaikan pesan-pesan yang kurang menyenangkan bagi audiens (Bad-News), yaitu Pendekatan Tak Langsung (Inderect Approach) dan Pendekatan Langsung (Direct Approach).

B. MENGKOMUNIKASIKAN INFORMASI DAN JAWABAN NEGATIF
Dalam dunia bisnis, seringkali memberikan jawaban langsung sebagai bentuk penolakan, atau ketidaksetujuan terhadap sesuatu, menjadi hambatan dalam berkomunikasi.

1. Bad-News Tentang Produk
Ketika anda ingin menyampaikan Bad-News tentang produk, pertanyaannya adalah pendekatan mana yang akan dipilih: Pendekatan langsung atau Pendekatan tak langsung.

2. Penolakan Kerja Sama
Apabila seseorang meminta informasi atau partisipasi dalam suatu kegiatan tertentu, sementara itu anda tidak dapat memenuhi permintaan, anda dapat menggunakan pendekatan langsung atau tidak langsung.

3. Penolakan Undangan
Bila harus mengatakan “Tidak” atas suatu undangan teman bisnis, anda dapat menggunkan pendekatan organisasional, pendekatan langsung dan pendekatan tak langsung.

C. PENYAMPAIAN BAD-NEWS KE PELANGGAN
Ketika anda ingin menyampaikan pesan Bad-News kepada penlanggan atau calon pelanggan anda, perlu diperhatikan bagaimana menjaga pembaca anda tetap merasa baik dan dapat meneruskan hubungan bisnis di kemudian hari.

1. Bad-News tentang Pesanan
Ada beberapa alasan mengapa perusahaan menyampaikan pesan-pesan bad-news tentan pesanan (orders). Bila anda hanya memenuhi sebagian pesanan produk pelanggan anda dapat menggunakan pendekatan organisasional tak langsung, yang isi paragraf pembukanya adalah good news bahwa sebagian produk pesanannya dapat dipenuhi.

2. Penolakan Surat Pengaduan dan Keluhan
Dalam melakukan penolakan atas surat pengaduan (claim letters) yang diajukan oleh pelanggan, sebaiknya anda perlu menghindari penggunaan bahasa yang mempunyai dampak negatif bagi mereka.

3. Mengganti Produk
Seorang pelanggan dapat saja meminta atau rumusan suatu produk yang baru saja habis terjual atau produk yang sudah tidak diproduksi lagi.

4. Tidak Memenuhi Pesanan
Kadang kala anda tidak dapat memenuhi pesanan baik sebagian maupun degan produk pengganti (infillable orders). Apabila hal ini terjadi, tugas anda adalah menyatakan secara tegas bahwa anda tidak dapat memenuhi pesanan dari pelanggan anda.

D. BAD-NEWS TENTANG ORANG
Para manajer sering kali dihadapkan pada suatu keputusan yang tidak menguntungkan bila harus menyampaikan bad-news kepada para karyawannya. Surat bagi calon manajer mungkin dapat ditulis dengan pendekatan langsung

1. Penolakan menulis surat rekomendasi
2. Penolakan lamaran pekerjaan
3. Surat penolakan kredit

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