471.122005 Winter 10

Business Communication

Providence College471.12

Winter 2005Bruce Duggan

2005 Winter 10 471.12 BC

Quiz

Bad news

2005 Winter 10 471.12 BC

Breakaway

Friday 11 am Classroom 4

2005 Winter 10 471.12 BC

Why be so picky?

A skill A social norm Gentle It’s official

2005 Winter 10 471.12 BC

Avoiding Legal Landmines

Don’t Write on

impulse Express

emotions Give opinions Get even

Do Stick to facts

• Do you believe it?

• What aren’t you saying?

Talk to lawyer

2005 Winter 10 471.12 BC

Types of Bad News

External Requests for information

• pg 211

Bad news about orders• pgs 212, 214

Refusing claim

2005 Winter 10 471.12 BC

Types of Bad News

External/Internal Product developments

• pg 217

Changing policies & practices• pg 218

Refusing recommendation letters

2005 Winter 10 471.12 BC

Types of Bad News

Internal Performance reviews

• Planned

• Calm

• Objective

• Private

• Plain

2005 Winter 10 471.12 BC

Types of Bad News

Internal Performance reviews

• Place in organizational context

• Ask for commitment

2005 Winter 10 471.12 BC

Bad News

Opening Buffer

Body Reasons Bad News

Close Positive note

2005 Winter 10 471.12 BC

Opening: Buffer

Don’t Start with “No” Lecture Be formal Apologize Go on

Do (pick one) Find agreement Appreciate Cooperate Show fairness Give good news Praise Understand

2005 Winter 10 471.12 BC

Body: Reasons

Don’t Say how decision helps your

company Hide behind company policy Reveal confidential information Give complicated explanations Rub salt into wounds Blame receiver

2005 Winter 10 471.12 BC

Body: Reasons

Don’t Apologize

• unless severe mistake done something terribly wrong company responsible

• until no legal liability established by apology

2005 Winter 10 471.12 BC

Body: Reasons

Do Individualized Tactful Detailed enough

2005 Winter 10 471.12 BC

Body: Reasons

Do Considered Logical Fair Gentle How will receiver react?

How would a “fair friend” react?

2005 Winter 10 471.12 BC

Body: Bad News

Do Brief Embedded

• sometimes

2005 Winter 10 471.12 BC

Body: Bad News

Do Conditional

• If…

• When…

Say what you• did do

• can do

• will do

2005 Winter 10 471.12 BC

Close: Positive Note

Don’t Overdo it Use clichés Repeat bad news Anticipate future problems Assume

• Agreement

• Disagreement

2005 Winter 10 471.12 BC

Close: Positive Note

Do Limit future correspondence Be sincere Suggest actions recipient can take

2005 Winter 10 471.12 BC

Bad News

S.Marty’s 8a 8-1a | 8-2c

Power House 8b 8-1d | 8-2a

College Stars 8c 8-1f | 8-2b

We’re #1 8a 8-1g | 8-2b

Team Bruce 8b 8-1h | 8-2c

Certainly 8c 8-1i | 8-2a

2005 Winter 10 471.12 BC

Recycling

There are new recycling bins by the elevator doors. Please place all paper products in these bins.

Thank you for your cooperation.

2005 Winter 10 471.12 BC

Musty

We understand that you received your dry cleaning yesterday in an unsatisfactory condition. We apologize for this.

Please be assured that we have taken steps to remedy this problem. We will gladly re-clean your clothing at no charge.

Thank you for the opportunity to rectify this situation.