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Maintaining High Standards of Ethics and Etiquette; Sending Negative Messages on Routine Business MattersTRANSCRIPT
Maintaining High Standards of Ethics
and Etiquette
Maintaining High Standards of Ethics and Etiquette - Leira Ruth A. Fulgueras
…delivering BAD news
February 20, 2013
- for several reasons
Laws and Regulations
Maintaining High Standards of Ethics and Etiquette Leira Ruth A. Fulgueras
February 20, 2013 B3G Innovator’s League
Maintaining High Standards of Ethics and Etiquette - Leira Ruth A. Fulgueras
Impact
February 20, 2013
Maintaining High Standards of Ethics and Etiquette - Leira Ruth A. Fulgueras
Emotions
February 20, 2013
Maintaining High Standards of Ethics and Etiquette - Leira Ruth A. Fulgueras
Sharing bad news effectively requires
commitment from everyone in the organization.
February 20, 2013
Maintaining High Standards of Ethics and Etiquette - Leira Ruth A. Fulgueras
February 20, 2013
Whistleblowing - expressing their concerns through company hot lines or even going to the news media if they perceive no other options.
Self-control
Maintaining High Standards of Ethics and Etiquette - Leira Ruth A. Fulgueras
Checklist
February 20, 2013
1. Choose the better
approach.2. For the indirect
approach, open with an
effective buffer.3. Provide reasons
and additional
information.4. Clearly state the
bad news.5. Close on a
positive side.
Maintaining High Standards of Ethics and Etiquette - Leira Ruth A. Fulgueras
February 20, 2013
Maintaining High Standards of Ethics and Etiquette - Leira Ruth A. Fulgueras
Sending Negative Messages on Routine Business Matters
February 20, 2013
Maintaining High Standards of Ethics and Etiquette - Leira Ruth A. Fulgueras
February 20, 2013
1.Refusing Routine Requests2.Handling Bad News About
Transactions3.Refusing Claims and Requests for
Adjustment
Sending Negative Messages on Routine Business Matters
Maintaining High Standards of Ethics and Etiquette - Leira Ruth A. Fulgueras
February 20, 2013
Maintaining High Standards of Ethics and Etiquette - Leira Ruth A. Fulgueras
Refusing Routine Requests
February 20, 2013
When turning down an invitation or a request for a
favor, consider your relationship
with the reader.
Maintaining High Standards of Ethics and Etiquette - Leira Ruth A. Fulgueras
February 20, 2013
Refusing Routine Requests
1. Manage your time carefully.
2. If the matter is closed, don’t imply that it’s still open.
3. Offer alternative ideas if you can.
4. Don’t imply that other assistance or information might be available if it isn’t.
Maintaining High Standards of Ethics and Etiquette - Leira Ruth A. Fulgueras
February 20, 2013
Handling Bad News About Transactions
Maintaining High Standards of Ethics and Etiquette - Leira Ruth A. Fulgueras
February 20, 2013
1. To modify the customer’s expectations.
2. To explain how you plan to resolve the situation.
3. To repair whatever damage might have been done to the business relationship.
Maintaining High Standards of Ethics and Etiquette - Leira Ruth A. Fulgueras
February 20, 2013
Refusing Claims and Requests for Adjustment
Maintaining High Standards of Ethics and Etiquette - Leira Ruth A. Fulgueras
February 20, 2013
Use INDIRECT APPROACH, will you?!!!
Maintaining High Standards of Ethics and Etiquette - Leira Ruth A. Fulgueras
February 20, 2013
Refrain abusive languageProvide accurate
information; stick to facts.Never let anger or malice
motivate in your messages
Consult your company’s legal advisers
Communicate honestlyEmphasize a desire for
good relationship in the future.
GUIDELINES
Maintaining High Standards of Ethics and Etiquette - Leira Ruth A. Fulgueras
February 20, 2013