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Chapter 8 Bad-News Messages. Bad-News Messages. Bad-News Messages. High Stakes in Communicating Bad News. Link to the full story on the blog. UBS CEO Memo Following $2.3B Loss: "The buck stops with me"
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High Stakes in Communicating Bad News Link to the full story on the blog. UBS CEO Memo Following $2.3B Loss: "The buck stops with me" A 31-year-old rouge trader has caused close to $2.3 billion in losses for Swiss bank UBS. Unauthorized, speculative trades over three months apparently went unnoticed until the trader's recent arrest. UBS is expected to be able to absorb the hit, but Moody's is investigating the firm for a potential downgrade.
Revisiting the Colonnade: Delivering the Bad News • What did the front desk agent do well in communicating the bad news to the guests? • Could she have done anything to prevent the guest’s reaction? Click image to play the video
What Is the Best Medium for the Message? Email Canceling a contract with a long-time supplier Letter Phone Call
What Is the Best Medium for the Message? Email Canceling a contract with a long-time supplier Letter Phone Call
What Is the Best Medium for the Message? Email Email Canceling a contract with a long-time supplier Firinga new employee who works across the country Letter Phone Call Phone Call In-Person Visit
What Is the Best Medium for the Message? Email Email Canceling a contract with a long-time supplier Firinga new employee who works across the country Letter Phone Call Phone Call In-Person Visit
How to Use the Indirect Plan • What are the four elements of a bad-news message that uses the indirect plan? • Bad news, apology, explanation, and close • Buffer, apology, bad news, and explanation • Buffer, explanation, bad news, and close • Bad news, alternative, apology, and close
How to Use the Indirect Plan • What are the four elements of a bad-news message that uses the indirect plan? • Bad news, apology, explanation, and close • Buffer, apology, bad news, and explanation • Buffer, explanation, bad news, and close • Bad news, alternative, apology, and close
Opening Buffer Statements • What is the goal of a buffer statement in a bad-news message? • To establish or strengthen the reader-writer relationship • To apologize for the bad news • To summarize the bad news • To hint at the bad news
Opening Buffer Statements • What is the goal of a buffer statement in a bad-news message? • To establish or strengthen the reader-writer relationship • To apologize for the bad news • To summarize the bad news • To hint at the bad news
Rejecting an Idea Think about a time when you presented an idea that was not accepted. How did the person respond? How did you feel?
“United Breaks Guitars” Watch the CNN news story. Watch Dave Carroll’s first video. Read the Harvard Business case.
Yahoo!’s Layoff Plan Look at the PPT slides What is your reaction to Yahoo!’s PowerPoint slides for managers?
Link to the full story on the blog. Bank of America Will Cut 30,000 Jobs Bank of America is cutting more jobs. Following the 6,000 jobs lost earlier this year, a $5 million investment by Warren Buffett's Berkshire Hathaway Inc., and a management-team shake-up, the company will lose 30,000 jobs in attempt to scale down the largest bank in the country. CEO Brian Moynihan has some explaining to do. The stock is down 48% this year, and the Bank is still paying for what some believe were poor acquisitions of Merrill Lynch and, particularly, Countrywide. BofA wins the dubious honor of having the largest number of cuts this year.
“United Breaks Guitars” • How did United go wrong in responding to the Dave Carroll? • Why do you think his video and story became so popular? What are the implications for other companies?
Describing Layoffs in Up in the Air • What is your reaction to Natalie’s “script” for communicating layoffs? Is this useful, unethical, or something else? • What is your reaction to Ryan’s description of their purpose? Is this an effective analogy?
