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This document outlines 4 essential goals and strategies for effectively delivering bad news: 1. Acceptance of the news by the receiver, clarity of message to limit further inquiries, positive image of the sender, and legal protection to limit liability. It recommends using an indirect pattern to deliver bad news sensitively, by opening with a buffer instead of stating the bad news directly. The indirect pattern is generally most effective. Directness may be required if firmness is needed or the receiver may disregard the news.
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Communicating Bad News
The document provides guidance on delivering bad news effectively and legally by:
1) Stating the 4 essential goals are acceptance, positive image, message clarity, and legal protection.
2) Recommending the indirect pattern which does not state the bad news first and opens with a buffer.
3) Warning to avoid abusive, careless, or inaccurate language and not make promises or accept responsibility to limit liability.
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The document discusses how to effectively deliver bad news. It defines bad news as information that will disappoint or upset the recipient. It recommends using the SPIKES model, which involves setting up a private meeting, assessing the recipient's perspective, inviting their questions, providing knowledge of the situation, addressing emotions, and creating a care plan and summary. The direct approach states the bad news outright while the indirect approach uses a positive buffer first. Proper delivery of bad news is important to support patients and prevent lasting negative impacts, while maintaining goodwill and allowing discussion. Training in communication skills helps providers effectively address this challenging task.
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This document discusses effective communication techniques for conveying both good and bad messages. It notes that communication is important in personal and professional life. The document outlines types of good and bad messages and provides examples of positive and negative word choices. It recommends being direct, providing context and support, acknowledging drawbacks, and ending on a positive note for good news. For bad messages, it advises being clear, helping the recipient understand and accept the news, maintaining trust and respect, and reducing anxiety to aid comprehension. The conclusion emphasizes the importance of direct, selective communication and addressing good news before bad to effectively convey messages.
Recommended
Communicating Bad News
The document provides guidance on delivering bad news effectively and legally by:
1) Stating the 4 essential goals are acceptance, positive image, message clarity, and legal protection.
2) Recommending the indirect pattern which does not state the bad news first and opens with a buffer.
3) Warning to avoid abusive, careless, or inaccurate language and not make promises or accept responsibility to limit liability.
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The document discusses how to effectively deliver bad news. It defines bad news as information that will disappoint or upset the recipient. It recommends using the SPIKES model, which involves setting up a private meeting, assessing the recipient's perspective, inviting their questions, providing knowledge of the situation, addressing emotions, and creating a care plan and summary. The direct approach states the bad news outright while the indirect approach uses a positive buffer first. Proper delivery of bad news is important to support patients and prevent lasting negative impacts, while maintaining goodwill and allowing discussion. Training in communication skills helps providers effectively address this challenging task.
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A young female coworker confides in another that she is being physically abused by her husband. The coworker should listen without judgment, keep the situation confidential unless there is an immediate safety threat, provide information on resources without giving direct advice, be supportive over time without expectations, and reassure the coworker that the abuse is not her fault.
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Social wellness involves maintaining healthy relationships and how those relationships can positively impact other areas of wellness. It relies on open communication between parties and understanding different perspectives. The benefits of social wellness include increased self-esteem, better stress handling, relief from depression, and maximizing life experiences. Communication is key to social wellness, allowing people to get through misunderstandings and be a positive influence on others.
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The document provides guidance on effectively delivering bad news by outlining 4 essential goals and strategies to avoid legal liability. It recommends using an indirect pattern when sensitivity is required, which opens with a buffer and does not state the bad news first. Specific tips include gathering information, explaining events chronologically, selecting the right time, and considering cultural differences in communication styles.
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The document provides guidelines for delivering bad news in a way that:
1) Accepts responsibility and understands the situation from the receiver's perspective.
2) Maintains a positive image and acts ethically to limit legal liability.
3) Uses clear language without abusive, careless, or inaccurate statements that could increase liability.
Communicating Bad News
The document provides guidelines for delivering bad news in a way that:
1) Accepts responsibility and understands the situation from the receiver's perspective.
2) Maintains a positive image and acts ethically to limit legal liability.
3) Uses clear language without abusive, careless, or inaccurate statements that could increase liability.
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Here is a revised version using more concrete language:
We need that report by the end of the business day tomorrow at 5:00 PM. Hitting this deadline will help us to evaluate the data and make an informed decision at our leadership meeting next week.
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This document outlines 10 key points for effectively communicating bad news. It discusses choosing between verbal and written communication, having clear goals, using careful language to avoid legal issues, employing the passive voice, considering the direct or indirect pattern depending on context, following steps for customers, preparing properly for delivering news internally, and understanding cultural differences for multicultural environments. The overall guidelines presented are to have a clear message, maintain a positive image, and deliver news sensitively depending in the situation and audience.
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This document provides guidance on effectively communicating bad news messages. It recommends using an indirect approach with a buffer at the beginning to gently break the news, followed by an explanation and analysis of the circumstances leading to the decision. It then discusses conveying the decision politely and closing on a positive note by reassuring the reader and offering future assistance. Specific suggestions are provided for beginning a bad news letter, such as finding points of agreement, expressing appreciation, or understanding for the reader's perspective. The document advises that when confessing a mistake, it is best to admit fault up front in the opening paragraph.BREAKING BAD NEWS ^0 CONFIDENTIAITY.pptx
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Communication skills are the ability to convey or share ideas and feelings effectively. They are essential for success in both personal and professional life.
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Verbal communication: This is the ability to speak clearly and concisely. It also includes the ability to listen effectively and to ask clarifying questions.
Nonverbal communication: This includes body language, eye contact, and facial expressions. Nonverbal communication can often be just as important as verbal communication.
Written communication: This includes the ability to write clearly and concisely. It also includes the ability to proofread and edit your work.
Interpersonal communication: This is the ability to communicate effectively with others. It includes the ability to build relationships, to resolve conflicts, and to work collaboratively.
Communication skills are essential for success in both personal and professional life. They can help you to:
Build relationships: Communication skills can help you to build relationships with others. When you are able to communicate effectively, you are more likely to be able to connect with others and to build rapport.
Solve problems: Communication skills can help you to solve problems. When you are able to communicate effectively, you are more likely to be able to understand the problem, to gather information, and to come up with a solution.
Be more persuasive: Communication skills can help you to be more persuasive. When you are able to communicate effectively, you are more likely to be able to influence others and to get them to see your point of view.
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Practice: The more you practice communicating, the better you will become at it.
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1. The document provides guidelines for university administrators and faculty on working with the media during campus emergencies or crises.
2. It emphasizes the importance of being prompt, forthright, and honest with the media while not speculating or guessing about ongoing situations.
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The document provides guidance on effectively delivering bad news by outlining 4 essential goals and strategies to avoid legal liability. It recommends using an indirect pattern when sensitivity is required, which opens with a buffer and does not state the bad news first. Specific tips include gathering information, explaining events chronologically, selecting the right time, and considering cultural differences in communication styles.
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The document provides guidelines for delivering bad news in a way that:
1) Accepts responsibility and understands the situation from the receiver's perspective.
2) Maintains a positive image and acts ethically to limit legal liability.
3) Uses clear language without abusive, careless, or inaccurate statements that could increase liability.
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The document provides guidelines for delivering bad news in a way that:
1) Accepts responsibility and understands the situation from the receiver's perspective.
2) Maintains a positive image and acts ethically to limit legal liability.
3) Uses clear language without abusive, careless, or inaccurate statements that could increase liability.
LECTURE_08_Negative_or_Bad_news_messages__1_.pptx.pdf
Here is a revised version using more concrete language:
We need that report by the end of the business day tomorrow at 5:00 PM. Hitting this deadline will help us to evaluate the data and make an informed decision at our leadership meeting next week.
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This document outlines 10 key points for effectively communicating bad news. It discusses choosing between verbal and written communication, having clear goals, using careful language to avoid legal issues, employing the passive voice, considering the direct or indirect pattern depending on context, following steps for customers, preparing properly for delivering news internally, and understanding cultural differences for multicultural environments. The overall guidelines presented are to have a clear message, maintain a positive image, and deliver news sensitively depending in the situation and audience.
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This document discusses best practices for communicating bad news messages. It notes that the goals of bad news messages are acceptance, legal protection, message clarity, and maintaining a positive image. It describes two approaches for delivering bad news - direct and indirect. The direct approach states the bad news upfront while the indirect approach breaks it gradually. The appropriate approach depends on factors like whether the news is personally upsetting, may provoke hostility, or is unexpected. Specific tips are provided for different types of bad news messages and techniques like de-emphasizing the bad news, avoiding apologies, and not hiding behind policies.
Week 7th lecture of the bba first semester by saniah saleem rao
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This document provides guidance on effectively communicating bad news messages. It recommends using an indirect approach with a buffer at the beginning to gently break the news, followed by an explanation and analysis of the circumstances leading to the decision. It then discusses conveying the decision politely and closing on a positive note by reassuring the reader and offering future assistance. Specific suggestions are provided for beginning a bad news letter, such as finding points of agreement, expressing appreciation, or understanding for the reader's perspective. The document advises that when confessing a mistake, it is best to admit fault up front in the opening paragraph.BREAKING BAD NEWS ^0 CONFIDENTIAITY.pptx
The document outlines the SPIKES protocol for delivering bad news to patients. It consists of 6 steps: 1) Setting up the interview, 2) Assessing the patient's perception, 3) Obtaining the patient's invitation, 4) Giving knowledge and information to the patient, 5) Addressing the patient's emotions with empathy, and 6) Creating a strategy and summary. The goal is to clearly and sensitively communicate the news in a way that helps the patient understand and feel supported.
basic communication skills
Communication skills are the ability to convey or share ideas and feelings effectively. They are essential for success in both personal and professional life.
There are many different aspects of communication skills, including:
Verbal communication: This is the ability to speak clearly and concisely. It also includes the ability to listen effectively and to ask clarifying questions.
Nonverbal communication: This includes body language, eye contact, and facial expressions. Nonverbal communication can often be just as important as verbal communication.
Written communication: This includes the ability to write clearly and concisely. It also includes the ability to proofread and edit your work.
Interpersonal communication: This is the ability to communicate effectively with others. It includes the ability to build relationships, to resolve conflicts, and to work collaboratively.
Communication skills are essential for success in both personal and professional life. They can help you to:
Build relationships: Communication skills can help you to build relationships with others. When you are able to communicate effectively, you are more likely to be able to connect with others and to build rapport.
Solve problems: Communication skills can help you to solve problems. When you are able to communicate effectively, you are more likely to be able to understand the problem, to gather information, and to come up with a solution.
Be more persuasive: Communication skills can help you to be more persuasive. When you are able to communicate effectively, you are more likely to be able to influence others and to get them to see your point of view.
There are many different ways to improve your communication skills. Some tips include:
Practice: The more you practice communicating, the better you will become at it.
Get feedback: Ask for feedback from others on your communication skills. This can help you to identify areas where you can improve.
Take a class: There are many different classes available that can help you to improve your communication skills.
Read books and articles: There are many books and articles available that can provide tips on how to improve your communication skills.
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The document provides an overview of media relations and the news media. It discusses the purpose of media relations as building awareness, creating understanding, developing public image and publicizing new products or services. It also outlines the key aspects of proactive and reactive media relations strategies. The document then provides guidance on understanding what constitutes news, media lead times, the roles and obligations of spokespeople during interviews, and a four-step process for effective media interviews.
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The document provides guidelines for writing effective bad news messages in business communications. It recommends using an indirect approach by buffering the bad news with positive statements, then explaining the circumstances tactfully before stating the bad news. It also suggests providing alternatives when possible and closing positively by expressing appreciation and looking forward. Specific tips include de-emphasizing the bad news, using conditional statements, focusing on what can be done rather than cannot, and avoiding apologies or hiding behind policies. The goal is to convey the bad news clearly but kindly.
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This document provides guidance on writing effective negative messages. It discusses that the purpose of a negative message is to convey unpleasant information while maintaining goodwill. It recommends two approaches - direct or indirect. The indirect approach is considered best. It involves using a buffer at the beginning to soften the impact, then providing reasons and information before stating the bad news, and closing positively. The document provides examples of buffers, how to structure the reasons and bad news, and how to write a positive conclusion.
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This document provides guidance on composing negative messages using the indirect plan. It begins by defining negative messages and explaining the challenges of composing them. It then discusses the indirect versus direct plan for negative messages and gives five guidelines for using the indirect plan: using an opening buffer, logical explanation, giving negative information positively, providing a constructive follow-up, and closing in a friendly manner. The document provides examples of effective and ineffective ways to apply each of these guidelines when composing a negative message indirectly.
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2. It provides tips for both what to do ("do" your homework, dress appropriately) and what not to do ("don't" be late or lie) during an interview.
3. It includes sample frequently asked interview questions and advises preparing answers to common questions.
English4printing5pages 101125095643-phpapp02
This document provides definitions and descriptions of different types of literature and poetry. It begins by defining literature as any written material, including works of artistic merit. It then describes the main types of literature as poetry, prose, plays, and novels. For poetry, it lists various forms such as sonnets, ballads, epics, and odes. It provides the characteristics and examples of these poetic forms. The document comprehensively summarizes different genres and styles of literature.
Designing letterheads
The document discusses the design of corporate letterheads. Letterheads represent a company and are used for official communication both internally and externally. They should include the company logo, address, contact information, and may include the year established or product lines. When designing letterheads, considerations include using color selectively, limiting typefaces to two styles, choosing an appropriate paper stock, and having a layout that is not cluttered and draws attention to key information.
Communicatingbadnews 091109215135-phpapp01 (1)
This document outlines 4 essential goals and strategies for effectively delivering bad news:
1. Acceptance of the news by the receiver, clarity of message to limit further inquiries, positive image of the sender, and legal protection to limit liability.
It recommends using an indirect pattern to deliver bad news sensitively, by opening with a buffer instead of stating the bad news directly. The indirect pattern is most effective overall. Directness may be needed if firmness is required or the receiver may disregard the news otherwise.
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This document provides guidance on writing effective messages to communicate negative or "bad" news to readers in a business context. It recommends using a three-step indirect approach: 1) opening with a buffer statement to establish rapport before the bad news; 2) providing thorough reasons and explanations to logically lead the reader to accepting the negative outcome; and 3) clearly stating the bad news while de-emphasizing it and focusing on positive implications. The goal is to deliver the necessary information while minimizing damage to the relationship and encouraging acceptance of the unfortunate situation.
Bad news memo email
Jon Tiu, a senior PR specialist of 8 years, requested a transfer to the company's Boracay branch for new challenges. However, there are ongoing projects in Manila requiring Jon's expertise. As general manager, you must email Jon by October 17th at 7pm to inform him that his request is denied due to his important role in completing projects in Manila.
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The document provides guidance on writing an effective resume and job application letter for obtaining employment. It discusses what employers seek in new employees such as technical expertise and supporting abilities. It describes the key components of a resume including contact information, objective, education, work experience, awards, activities and references. Two major types of resumes are described: experiential for entry-level jobs and functional for advanced careers. Tips are provided for an attractive resume design and persuasive letter that emphasizes how the applicant's qualifications meet the employer's needs.
Elements of Drama
The document discusses the key elements of drama, including plot, characters, dialogue, and theme. It provides an overview of Aristotle's original six elements of drama from ancient Greece as well as the modern elements. There are three main categories of elements: literary elements related to the story, technical elements of production, and performance elements related to acting. The document also includes a short summary of the plot of the play "The World Is an Apple" to illustrate the elements.
Argumentative Research Paper PPT. about the Spratly Islands Dispute between C...
The document discusses the Spratly Islands dispute between China and the Philippines. The Spratly Islands are claimed by both countries based on differing historical and legal arguments. The Philippines claims sovereignty over the islands based on proximity, historical usage, and that the islands lie within its 200 nautical mile exclusive economic zone as defined by UNCLOS. China claims the islands based on early Chinese discovery and that the islands are within China's claimed territory. The document outlines both countries' counterarguments and positions on the dispute.
Temptation of Jesus
The document discusses Jesus being tempted by Satan in the wilderness for 40 days. It describes the three main forms of temptation Jesus faced: lust of the flesh when tempted to turn stones to bread, pride of life when tempted to jump from the temple, and lust of the eyes when tempted with rulership over all the kingdoms. While Jesus was fully God, he also had a human nature and was tempted. However, Jesus overcame each temptation by quoting scripture. His example teaches that we too can resist temptation through God's word and strength.
The Seven Sacraments
This document defines and describes the seven sacraments of the Catholic Church. It explains that sacraments are ceremonies that communicate God's grace and are a sign of the sacred. The seven sacraments are Baptism, Confirmation, Holy Communion, Reconciliation, Matrimony, Holy Orders, and Anointing of the Sick. Each sacrament section then provides details on the minister, required state or disposition, frequency, effects, form using essential words, and matter or associated physical element.
Policy analyst
This document provides information about the job of a policy analyst. It describes the entry requirements, personal qualities, skills and experience needed for the role. A degree in social science, history, economics or law is preferred. Policy analysts gather and analyze information to help develop, review and implement policies for government or private organizations. They work in offices and may need to travel for research or meetings. Salaries typically range from $87,000 to $150,000 depending on experience and sector. Most policy analysts work for the government or related organizations.
Golden-capped Fruit Bat
The Golden-Crowned Flying-Fox is a large fruit bat found in forests and swamps across the Philippines. It has a wingspan of up to 5 feet and weighs about 2.5 pounds, with golden-brown fur and a black body and wings. It lives in large colonies, roosting in trees near rivers and feeding on figs and other fruits. However, hunting and habitat loss have severely reduced its numbers from over 100,000 historically to only a few thousand today. As a key pollinator and seed disperser, its decline threatens Philippine rainforests.
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Find Latest India News and Breaking News these days from India on Politics, Business, Entertainment, Technology, Sports, Lifestyle and Coronavirus News in India and the world over that you can't miss. For real time update Visit our social media handle. Read First India NewsPaper in your morning replace. Visit First India.
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#First_India_NewsPaper
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一比一原版美国宾夕法尼亚州立大学毕业证如何办理
原版一模一样【微信：741003700 】【美国宾夕法尼亚州立大学毕业证成绩单】【微信：741003700 】学位证，留信认证（真实可查，永久存档）原件一模一样纸张工艺/offer、雅思、外壳等材料/诚信可靠,可直接看成品样本，帮您解决无法毕业带来的各种难题！外壳，原版制作，诚信可靠，可直接看成品样本。行业标杆！精益求精，诚心合作，真诚制作！多年品质 ,按需精细制作，24小时接单,全套进口原装设备。十五年致力于帮助留学生解决难题，包您满意。
本公司拥有海外各大学样板无数，能完美还原。
1:1完美还原海外各大学毕业材料上的工艺：水印，阴影底纹，钢印LOGO烫金烫银，LOGO烫金烫银复合重叠。文字图案浮雕、激光镭射、紫外荧光、温感、复印防伪等防伪工艺。材料咨询办理、认证咨询办理请加学历顾问Q/微741003700
【主营项目】
一.毕业证【q微741003700】成绩单、使馆认证、教育部认证、雅思托福成绩单、学生卡等！
二.真实使馆公证(即留学回国人员证明,不成功不收费)
三.真实教育部学历学位认证（教育部存档！教育部留服网站永久可查）
四.办理各国各大学文凭(一对一专业服务,可全程监控跟踪进度)
如果您处于以下几种情况：
◇在校期间，因各种原因未能顺利毕业……拿不到官方毕业证【q/微741003700】
◇面对父母的压力，希望尽快拿到；
◇不清楚认证流程以及材料该如何准备；
◇回国时间很长，忘记办理；
◇回国马上就要找工作，办给用人单位看；
◇企事业单位必须要求办理的
◇需要报考公务员、购买免税车、落转户口
◇申请留学生创业基金
留信网认证的作用:
1:该专业认证可证明留学生真实身份
2:同时对留学生所学专业登记给予评定
3:国家专业人才认证中心颁发入库证书
4:这个认证书并且可以归档倒地方
5:凡事获得留信网入网的信息将会逐步更新到个人身份内，将在公安局网内查询个人身份证信息后，同步读取人才网入库信息
6:个人职称评审加20分
7:个人信誉贷款加10分
8:在国家人才网主办的国家网络招聘大会中纳入资料，供国家高端企业选择人才
办理美国宾夕法尼亚州立大学毕业证【微信：741003700 】外观非常简单，由纸质材料制成，上面印有校徽、校名、毕业生姓名、专业等信息。
办理美国宾夕法尼亚州立大学毕业证【微信：741003700 】格式相对统一，各专业都有相应的模板。通常包括以下部分：
校徽：象征着学校的荣誉和传承。
校名:学校英文全称
授予学位：本部分将注明获得的具体学位名称。
毕业生姓名：这是最重要的信息之一，标志着该证书是由特定人员获得的。
颁发日期：这是毕业正式生效的时间，也代表着毕业生学业的结束。
其他信息：根据不同的专业和学位，可能会有一些特定的信息或章节。
办理美国宾夕法尼亚州立大学毕业证【微信：741003700 】价值很高，需要妥善保管。一般来说，应放置在安全、干燥、防潮的地方，避免长时间暴露在阳光下。如需使用，最好使用复印件而不是原件，以免丢失。
综上所述，办理美国宾夕法尼亚州立大学毕业证【微信：741003700 】是证明身份和学历的高价值文件。外观简单庄重，格式统一，包括重要的个人信息和发布日期。对持有人来说，妥善保管是非常重要的。
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在线办理(latrobe毕业证书)拉筹伯大学毕业证Offer一模一样
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本公司拥有海外各大学样板无数，能完美还原。
1:1完美还原海外各大学毕业材料上的工艺：水印，阴影底纹，钢印LOGO烫金烫银，LOGO烫金烫银复合重叠。文字图案浮雕、激光镭射、紫外荧光、温感、复印防伪等防伪工艺。材料咨询办理、认证咨询办理请加学历顾问Q/微741003700
【主营项目】
一.毕业证【q微741003700】成绩单、使馆认证、教育部认证、雅思托福成绩单、学生卡等！
二.真实使馆公证(即留学回国人员证明,不成功不收费)
三.真实教育部学历学位认证（教育部存档！教育部留服网站永久可查）
四.办理各国各大学文凭(一对一专业服务,可全程监控跟踪进度)
如果您处于以下几种情况：
◇在校期间，因各种原因未能顺利毕业……拿不到官方毕业证【q/微741003700】
◇面对父母的压力，希望尽快拿到；
◇不清楚认证流程以及材料该如何准备；
◇回国时间很长，忘记办理；
◇回国马上就要找工作，办给用人单位看；
◇企事业单位必须要求办理的
◇需要报考公务员、购买免税车、落转户口
◇申请留学生创业基金
留信网认证的作用:
1:该专业认证可证明留学生真实身份
2:同时对留学生所学专业登记给予评定
3:国家专业人才认证中心颁发入库证书
4:这个认证书并且可以归档倒地方
5:凡事获得留信网入网的信息将会逐步更新到个人身份内，将在公安局网内查询个人身份证信息后，同步读取人才网入库信息
6:个人职称评审加20分
7:个人信誉贷款加10分
8:在国家人才网主办的国家网络招聘大会中纳入资料，供国家高端企业选择人才
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विवादास्पद फिल्म के ट्रेलर से गाली-गलौज वाले दृश्य हटा दिए गए हैं, और जुर्माना लगाया गया है। सुप्रीम कोर्ट और बॉम्बे हाई कोर्ट दोनों ने फिल्म की रिलीज पर रोक लगा दी है और उसे निलंबित कर दिया है। पहले यह फिल्म 7 जून और फिर 14 जून को रिलीज होने वाली थी, लेकिन अब यह 21 जून को रिलीज हो रही है।
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Find Latest India News and Breaking News these days from India on Politics, Business, Entertainment, Technology, Sports, Lifestyle and Coronavirus News in India and the world over that you can't miss. For real time update Visit our social media handle. Read First India NewsPaper in your morning replace. Visit First India.
CLICK:- https://firstindia.co.in/
#First_India_NewsPaper
18062024_First India Newspaper Jaipur.pdf
Find Latest India News and Breaking News these days from India on Politics, Business, Entertainment, Technology, Sports, Lifestyle and Coronavirus News in India and the world over that you can't miss. For real time update Visit our social media handle. Read First India NewsPaper in your morning replace. Visit First India.
CLICK:- https://firstindia.co.in/
#First_India_NewsPaper
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Communicatingbadnews 091109215135-phpapp01
- 3. 4 essential goals 1. Acceptance • Receiver must accept and understand the bad news 1. Positive Image • Ethical behavior
- 4. Message Clarity 3. Clear message = no further correspondence or inquiries Legal Protection 3. • Limit the risks of legal liability to yourself and the organization
- 5. Limit the following to avoid liability 1. Abusive language - Name calling, defamation, slander, libel - Harmful to a person’s good name 1. Careless language - Damaging or misinterpreted statements
- 6. 3. Inaccurate language - Do NOT communicate extra information - Avoid making promises - Do NOT accept responsibility because you feel guilty - Limit apologies, they are legally liable
- 8. Detracts the receiver’s attention towards the good news, omitting the bad news
- 9. Direct Pattern • States the bad news first When to use it • If firmness and directness are required • If the receiver may disregard the bad news
- 10. Indirect Pattern • Most effective in delivering bad news • Does not state the bad news first • Opens with a buffer When to use it • If sensitivity is required
- 14. 1. Apologize and accept responsibility 1. Explain the steps to remediate the situation 1. Promote goodwill: gifts, benefits, rewards 1. Praise the customer’s business 2. Insist on reestablishing the relationship
- 15. 1. Gather information and practice what you want to say 1. Explain the chronology of events 1. Consider bringing a witness 1. Select the right time 1. Let the receiver process the news
- 16. The Western way of delivering bad news is not the Universal way! Preferably refer to the Indirect Pattern Evaluate the context in which you are delivering the bad news Research foreign business communicating strategies
Editor's Notes
- Red, blue, purple, green