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not-so-good news
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Published on Nov 18, 2015
what to do when you need to deliver bad news
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PRESENTATION OUTLINE
1.
Relax
it's just BAD news
2.
bad news
things clients see as
3.
Bad news
known issue, no resolution yet
known issue, workaround not favorable
known issue, next release
feature not available, CES option
feature not available, WAIT option
4.
tips & tricks
what to do! what to do! what to do!
5.
what to do!
Confirm your understanding of the problem
Identify the underlying need
Provide the background
Offer workarounds
Correct any misunderstanding
6.
how to do!
Listen
Probe!
Choose neutral words
Explain "Next Steps"
Follow up + Follow through
7.
bad news early IS good news
8.
Untitled Slide
9.
questions?
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