Maintaining High Standards of Ethics

and Etiquette

Maintaining High Standards of Ethics and Etiquette - Leira Ruth A. Fulgueras

…delivering BAD news

February 20, 2013

- for several reasons

Laws and Regulations

Maintaining High Standards of Ethics and Etiquette Leira Ruth A. Fulgueras

February 20, 2013 B3G Innovator’s League

Maintaining High Standards of Ethics and Etiquette - Leira Ruth A. Fulgueras

Impact

February 20, 2013

Maintaining High Standards of Ethics and Etiquette - Leira Ruth A. Fulgueras

Emotions

February 20, 2013

Maintaining High Standards of Ethics and Etiquette - Leira Ruth A. Fulgueras

Sharing bad news effectively requires

commitment from everyone in the organization.

February 20, 2013

Maintaining High Standards of Ethics and Etiquette - Leira Ruth A. Fulgueras

February 20, 2013

Whistleblowing - expressing their concerns through company hot lines or even going to the news media if they perceive no other options.

Self-control

Maintaining High Standards of Ethics and Etiquette - Leira Ruth A. Fulgueras

Checklist

February 20, 2013

1. Choose the better

approach.2. For the indirect

approach, open with an

effective buffer.3. Provide reasons

and additional

information.4. Clearly state the

bad news.5. Close on a

positive side.

Maintaining High Standards of Ethics and Etiquette - Leira Ruth A. Fulgueras

February 20, 2013

Maintaining High Standards of Ethics and Etiquette - Leira Ruth A. Fulgueras

Sending Negative Messages on Routine Business Matters

February 20, 2013

Maintaining High Standards of Ethics and Etiquette - Leira Ruth A. Fulgueras

February 20, 2013

1.Refusing Routine Requests2.Handling Bad News About

Transactions3.Refusing Claims and Requests for

Adjustment

Sending Negative Messages on Routine Business Matters

Maintaining High Standards of Ethics and Etiquette - Leira Ruth A. Fulgueras

February 20, 2013

Maintaining High Standards of Ethics and Etiquette - Leira Ruth A. Fulgueras

Refusing Routine Requests

February 20, 2013

When turning down an invitation or a request for a

favor, consider your relationship

with the reader.

Maintaining High Standards of Ethics and Etiquette - Leira Ruth A. Fulgueras

February 20, 2013

Refusing Routine Requests

1. Manage your time carefully.

2. If the matter is closed, don’t imply that it’s still open.

3. Offer alternative ideas if you can.

4. Don’t imply that other assistance or information might be available if it isn’t.

Maintaining High Standards of Ethics and Etiquette - Leira Ruth A. Fulgueras

February 20, 2013

Handling Bad News About Transactions

Maintaining High Standards of Ethics and Etiquette - Leira Ruth A. Fulgueras

February 20, 2013

1. To modify the customer’s expectations.

2. To explain how you plan to resolve the situation.

3. To repair whatever damage might have been done to the business relationship.

Maintaining High Standards of Ethics and Etiquette - Leira Ruth A. Fulgueras

February 20, 2013

Refusing Claims and Requests for Adjustment

Maintaining High Standards of Ethics and Etiquette - Leira Ruth A. Fulgueras

February 20, 2013

Use INDIRECT APPROACH, will you?!!!

Maintaining High Standards of Ethics and Etiquette - Leira Ruth A. Fulgueras

February 20, 2013

Refrain abusive languageProvide accurate

information; stick to facts.Never let anger or malice

motivate in your messages

Consult your company’s legal advisers

Communicate honestlyEmphasize a desire for

good relationship in the future.

GUIDELINES

Maintaining High Standards of Ethics and Etiquette - Leira Ruth A. Fulgueras

February 20, 2013