Lecture 8 - either If you beat around the bush, your reader...

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David Robinson In part, © David Robinson, 2009 faculty.haas.berkeley.edu/robinson/ugba100 Haas School of Business ugba -100 Business Communication Lecture 8: Communicating Bad News
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Communicating Bad News Types of bad news The order of ideas is crucial Some conventions with Bad News Presenting Bad News
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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
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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
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The order of ideas Don’t “hit them between the eyes”… People may not read the rest of your message …but don’t use the “Point Last” format
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Unformatted text preview: either If you beat around the bush, your reader may miss the news Bad news conventions (1 of 2): Message structure 1. Begin with a quick, soft lead Acknowledge a request or effort, indicate 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 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 Lecture summary 1. Learn to recognize bad news situations 2. Understand the conventions for bad news communications...
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Lecture 8 - either If you beat around the bush, your reader...

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