1. 471.122005 Winter 10 Business Communication Providence College 471.12 Winter 2005 Bruce Duggan

2. 2005 Winter 10471.12 BC Quiz Bad news

3. 2005 Winter 10471.12 BC Breakaway Friday  11 am  Classroom 4

4. 2005 Winter 10471.12 BC Why be so picky?  A skill  A social norm  Gentle  It’s official

5. 2005 Winter 10471.12 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

6. 2005 Winter 10471.12 BC Types of Bad News External  Requests for information pg 211  Bad news about orders pgs 212, 214  Refusing claim

7. 2005 Winter 10471.12 BC Types of Bad News External/Internal  Product developments pg 217  Changing policies & practices pg 218  Refusing recommendation letters

8. 2005 Winter 10471.12 BC Types of Bad News Internal  Performance reviews Planned Calm Objective Private Plain

9. 2005 Winter 10471.12 BC Types of Bad News Internal  Performance reviews Place in organizational context Ask for commitment

10. 2005 Winter 10471.12 BC Bad News Opening  Buffer Body  Reasons  Bad News Close  Positive note

11. 2005 Winter 10471.12 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

12. 2005 Winter 10471.12 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

13. 2005 Winter 10471.12 BC Body: Reasons Don’t  Apologize unless  severe mistake  done something terribly wrong  company responsible until  no legal liability established by apology

14. 2005 Winter 10471.12 BC Body: Reasons Do  Individualized  Tactful  Detailed enough

15. 2005 Winter 10471.12 BC Body: Reasons Do  Considered  Logical  Fair  Gentle How will receiver react? How would a “fair friend” react?

16. 2005 Winter 10471.12 BC Body: Bad News Do  Brief  Embedded sometimes

17. 2005 Winter 10471.12 BC Body: Bad News Do  Conditional If… When…  Say what you did do can do will do

18. 2005 Winter 10471.12 BC Close: Positive Note Don’t  Overdo it  Use clichés  Repeat bad news  Anticipate future problems  Assume Agreement Disagreement

19. 2005 Winter 10471.12 BC Close: Positive Note Do  Limit future correspondence  Be sincere  Suggest actions recipient can take

20. 2005 Winter 10471.12 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

21. 2005 Winter 10471.12 BC Recycling There are new recycling bins by the elevator doors. Please place all paper products in these bins. Thank you for your cooperation.

22. 2005 Winter 10471.12 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.