Winter 10 Business Communication Providence College Winter 2005 Bruce Duggan

2005 Winter BC Quiz Bad news

2005 Winter BC Breakaway Friday  11 am  Classroom 4

2005 Winter BC Why be so picky?  A skill  A social norm  Gentle  It’s official

2005 Winter 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 BC Types of Bad News External  Requests for information pg 211  Bad news about orders pgs 212, 214  Refusing claim

2005 Winter BC Types of Bad News External/Internal  Product developments pg 217  Changing policies & practices pg 218  Refusing recommendation letters

2005 Winter BC Types of Bad News Internal  Performance reviews Planned Calm Objective Private Plain

2005 Winter BC Types of Bad News Internal  Performance reviews Place in organizational context Ask for commitment

2005 Winter BC Bad News Opening  Buffer Body  Reasons  Bad News Close  Positive note

2005 Winter 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 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 BC Body: Reasons Don’t  Apologize unless  severe mistake  done something terribly wrong  company responsible until  no legal liability established by apology

2005 Winter BC Body: Reasons Do  Individualized  Tactful  Detailed enough

2005 Winter BC Body: Reasons Do  Considered  Logical  Fair  Gentle How will receiver react? How would a “fair friend” react?

2005 Winter BC Body: Bad News Do  Brief  Embedded sometimes

2005 Winter BC Body: Bad News Do  Conditional If… When…  Say what you did do can do will do

2005 Winter BC Close: Positive Note Don’t  Overdo it  Use clichés  Repeat bad news  Anticipate future problems  Assume Agreement Disagreement

2005 Winter BC Close: Positive Note Do  Limit future correspondence  Be sincere  Suggest actions recipient can take

2005 Winter 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 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 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.