Master Thesis Online
The use of humour in order to deliver bad news in an efficient way
Grossman, Lorian 
Promotor(s) :
Delcourt, Cécile
Date of defense : 18-Jan-2021/22-Jan-2021 • Permalink : http://hdl.handle.net/2268.2/11116
All files (archive ZIP)Details
| Title : | The use of humour in order to deliver bad news in an efficient way |
| Translated title : | [fr] L'utilisation de l'humour afin d'annoncer les mauvaises nouvelles de manière efficace |
| Author : | Grossman, Lorian
|
| Date of defense : | 18-Jan-2021/22-Jan-2021 |
| Advisor(s) : | Delcourt, Cécile
|
| Committee's member(s) : | Martens, Carmen
Ferrara, Charlotte
|
| Language : | English |
| Number of pages : | 90 |
| Keywords : | [en] Bad news [en] Humour [en] Videos [en] Stressful situations [fr] Mauvaises nouvelles [fr] Humour [fr] Vidéos [fr] Situations stressantes |
| Discipline(s) : | Business & economic sciences > Marketing |
| Target public : | Researchers Professionals of domain |
| Institution(s) : | Université de Liège, Liège, Belgique |
| Degree: | Master en sciences de gestion, à finalité spécialisée en international strategic marketing |
| Faculty: | Master thesis of the HEC-Ecole de gestion de l'Université de Liège |
Abstract
[en] The objective of this research thesis was to study and learn more about the techniques used to deliver bad news and how the humour could be applied. The final aim was to provide manager with new tools to deliver efficiently bad news to their customer.
To do so, a reasearch design focusing the case of car repair services has been implemented using video pills to illustrate various cases where the employee acts differently, in order to measure which one gives more satisfaction to customers.
File(s)
Document(s)
Annexe(s)
s154391GrossmanVideo1A2021.mp4
Description: Face-to-face without humour
Size: 60.16 MB
Format: Unknown
s154391GrossmanVideo1B2021.mp4
Description: Face-to-face with exaggeration
Size: 57.49 MB
Format: Unknown
s154391GrossmanVideo1C2021.mp4
Description: Face-to-face with sarcasm
Size: 58.17 MB
Format: Unknown
s154391GrossmanVideo2A2021.mp3
Description: Voice-to-voice without humour
Size: 494.91 kB
Format: Unknown
s154391GrossmanVideo2B2021.mp3
Description: Voice-to-voice with exaggeration
Size: 495.29 kB
Format: Unknown
s154391GrossmanVideo2C2021.mp3
Description: Voice-to-voice with sarcasm
Size: 575.54 kB
Format: Unknown
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The University of Liège does not guarantee the scientific quality of these students' works or the accuracy of all the information they contain.