Chapter 7 Lecture Notes ● 7
manager had given her one day’s notice; however, the news was still “shocking,” and she
responded with just yes or no to the HR officer who called: “I wasn’t rude, but I didn’t
think it was my job to make them feel better,” Bossers said. Software developer Jeff Langr
was fired during a teleconference on Skype. What might be some advantages and
disadvantages to receiving bad news remotely, if any? Why might it be a good idea to rein in
one’s frustration and anger? (Obj. 5)
Although it is brutal, being told over the phone may help the person absorb the bad news and
respond to it in private rather than in front of coworkers. This advantage is lost, of course, when
the layoff notice happens on camera. The downside of a remote layoff may be that a part-time
Activities
Note: The solutions to the activities and cases for this chapter are located in the Solutions to
Activities section of the Instructor’s Manual.
Communication Workshop (p. 229)
Presenting Bad News in Other Cultures
Career Application: This workshop asks students to interview fellow students or work
colleagues who are from other cultures. They are also asked to collect business letters from
companies in other countries and cultures. These interviews and documents should help
students recognize that what seems appropriate in this country may be less appropriate in other
Chapter 7 Lecture Notes ● 8
Workplace in Focus
Page 198
When the right steps are followed, businesses can alleviate most of the bad feelings associated
with negative news. Customers respond when businesses explain the situation clearly, exhibit
professionalism, convey empathy, show fairness, and maintain friendly relations. Target CEO
Gregg Steinhafel met all of these criteria in his letter to customers affected by the security
breach. Instead of taking an indirect approach that offers a buffer and reasons for the news,
Steinhafel immediately let customers know that their data may have been stolen and offered an
apology. And, since customer data were compromised, Target was smart to offer shoppers free
credit monitoring and identity theft insurance.
Page 208
In this exchange, Hanes Brands Inc. requested that Hanes Hummus change its name and
destroy its product line due to a potential trademark infringement. Hanes Hummus chose to
refuse the request, but did so in a sarcastic manner and tone—an understandable but
provocative approach.
Chapter 7 Lecture Notes ● 9
Additional Writing Improvement Exercises
PASSIVE-VOICE VERBS
Passive-voice verbs may be preferable in breaking bad news because they enable you to
emphasize actions rather than personalities. Revise the following refusals so that they use
passive-voice instead of active-voice verbs.
1. We will no longer be accepting credit cards for purchases under $5.
2. Because of security risks, we cannot allow fans to enter the arena with large purses or
packages.
SUBORDINATE CLAUSES
You can further soften the effect of bad news by placing it in an introductory subordinate
clause that begins with although, since, or because. The emphasis in a sentence is on the
independent clause. Instead of saying We cannot serve you on a credit basis, try Although we
cannot serve you on a credit basis, we invite you to take advantage of our cash discounts and
sale prices. Revise the following so that the bad news is de-emphasized in a dependent clause
that precedes an independent clause.
6. A shipping strike makes it impossible for us to ship your complete order at this point in
time. However, we are able to send two corner workstations now, and you should receive
them within five days.
Chapter 7 Lecture Notes ● 10
8. AirPacific cannot possibly honor the $99 flight to Fiji that erroneously appeared on
Travelocity. We are eager, however, to provide a compromise price to customers who
booked at the incorrect price.
IMPLYING BAD NEWS
Bad news can be de-emphasized by implying a refusal instead of stating it directly. Revise the
following refusals so that the bad news is implied. If possible, use passive-voice verbs and
subordinate clauses to further de-emphasize the bad news.
11. Your team cannot schedule a retreat for the week of May 15. Too many staffers will be
working on the Santana contract, which will not be completed until June 1. Maybe we can
plan a retreat after that date.
Chapter 7 Additional Writing Improvement Exercises – Key
PASSIVE-VOICE VERBS
1. Credit cards will no longer be accepted for purchases under $5.
2. Because of security risks, fans with large purses or packages are not allowed to enter the
arena.
3. Health and dental benefits cannot be offered until employees have been on the job for 12
Chapter 7 Lecture Notes ● 11
SUBORDINATE CLAUSES
6. Although a shipping strike prevents us from shipping your complete order, we are sending
two corner workstations that should arrive within five days.
7. Although orders for flowers the week before Mother’s Day had to be halted, we apologize
and invite you to order now with free shipping for the next week.
8. Although the $99 flight to Fiji that erroneously appeared on Travelocity cannot be
IMPLYING BAD NEWS
11. Although too many staffers will be working on the Santana contract the week of May 15,
perhaps we can plan a retreat after that date.