1. David Robinson In part, © David Robinson, 2010 faculty.haas.berkeley.edu/robinson/ugba100 ugba -100 Business Communication Lecture 9: Communicating Bad News

2. Communicating Bad News Types of bad news The order of ideas is crucial Some conventions with Bad News Presenting Bad News

3. Types of bad news in business Firings and layoffs Project abandonment Unable to meet a customer request Why is this bad news? Price raises Diminution of benefits

4. Three important tips for bad news 1.Learn to recognize bad news situations Is this a bad news situation? 2.Begin with the end in mind What do you want to accomplish? What do you want to avoid? 3.Pay attention to the order of ideas

5. The order of ideas Dont hit them between the eyes… –People may not read the rest of your message …but dont use the Point Last format either –If you beat around the bush, your reader may miss the news

6. Bad news conventions (1 of 2): Message structure 1.Begin with a quick, soft lead Acknowledge a request or effort, indicate careful consideration 2.Lay out the bad news Be absolutely clear 3.Provide some justification or explanation Appeal to reasonableness, fairness, common sense 4.Attempt mitigation, amelioration, or softening the blow but not doing and undoing This is important

7. Bad news conventions (2 of 2): Message content Tone should be respectful to warm Never punitive or blaming Even when the customer was probably at fault Acknowledge inconvenience, disappointment But dont over-apologize

8. Presenting Bad News Balance a harbinger of the bad news (a leak) with creating fear and panic Most-likely: Dont hide behind PowerPoint Be absolutely truthful and clear The Spring Formal has been cancelled

9. Lecture summary 1.Learn to recognize bad news situations 2.Understand the conventions for bad news communications