COURSE NAME:MANAGERIAL

COMMUNICATION
COURSE CODE:1070347103
SEMESTER-1
DR.SHREYA VERMA
ASSISTANT PROFESSOR
 BUSINESS LETTER

• A business letter is a written communication used in formal business

transactions. It is a document that contains information about a business
transaction, agreement, or inquiry, and is usually sent to other businesses,
customers, suppliers, or government agencies. This letter can be used for a
variety of purposes, including sales, marketing, customer service, and
administrative tasks. It is an important tool for maintaining professional
relationships and ensuring clear communication between businesses.
• A business Letter should be well-written, concise, and easy to understand.
It should also follow a specific format and use formal language and tone. A
well-written business letter can help to establish credibility, build trust, and
strengthen relationships with other businesses and customers.
 TYPES OF BUSINESS LETTER
• Cover letter: A cover letter is a type of business letter that accompanies a
resume or job application. It serves as an introduction to the employer and
highlights the applicant's qualifications and interest in the job.
• Sales letter: A sales letter is used to promote a product or service to
potential customers. It aims to persuade the reader to make a purchase or
take some other action, such as requesting more information.
• Inquiry letter: An inquiry letter is used to ask for information about a
product, service, or company. It may be sent to a supplier, vendor, or other
business partner.
• Order letter: An order letter is used to place an order for products or
services. It typically includes details such as the quantity, price, and
delivery date.
• Complaint letter: A complaint letter is used to express dissatisfaction with a
product, service, or company. It aims to request a resolution or remedy for
the issue.
• Follow-up letter: A follow-up letter is that business letter which is used to
follow up on a previous communication, such as an interview, meeting, or
sales pitch. It aims to reinforce the message and maintain a relationship
with the recipient.
• Recommendation letter: A recommendation letter is used to recommend
someone for a job, scholarship, or other opportunity. It typically includes
information about the applicant's qualifications, skills, and character.
• Thank-you letter: A thank-you letter that type of business letter which is
used to express gratitude for a gift, favor, or other kind act. It aims to show
appreciation and maintain a positive relationship with the recipient.
HOW TO WRITE A BUSINESS LETTER
• Step 1: Identify the purpose of the letter and determine the
appropriate type of letter (e.g., sales letter, complaint letter, request
letter).
• Step 2: Gather relevant information, including the recipient's name
and address, date, and any relevant details about the business
transaction or inquiry.
• Step 3: Organize the letter into sections, including the date,
recipient's address, salutation, body, closing, and signature.
• Step 4: Write the business letter using formal language and tone, and
be concise and clear in your communication.
• Step 5: Edit and proofread the letter for grammar, spelling, and
punctuation errors.
IMPORTANCE OF BUSINESS LETTER
• Business letters are an important tool for maintaining professional
relationships and ensuring clear communication between businesses.
They are used for a variety of purposes, including sales, marketing,
customer service, and administrative tasks. A well-written letter can
help to establish credibility, build trust, and strengthen relationships
with other businesses and customers.
• In addition, business letters serve as evidence of a business
transaction, agreement, or inquiry. They can be used in legal
proceedings and can help to avoid misunderstandings or disputes
between businesses. These are also more formal and structured than
other types of written communication, such as email or text
messages, and are often used for important business matters.
 PARTS OF BUSINESS LETTER
• Sender’s address: This includes the full name, job title, company name,
and address of the sender. It is usually placed at the top of the letter.
• Date: The date on which the letter was written is usually placed below
the sender’s address.
• Recipient’s address: This includes the full name, job title, company
name, and address of the recipient. It is usually placed below the date.
• Salutation: This is the greeting that starts the letter, such as “Dear
Mr./Ms./Dr. [Last Name]”.
• Subject: The subject is also an important part of a business letter. It os a
one-liner about what your letter is about.
• Body: This is the main part of the business letter that contains the
message or content. It should be written in clear, concise, and
professional language.
• Closing: This is the conclusion of the business letter, which
includes a closing phrase such as “Sincerely” or “Best regards”.
• Signature: The letter should be signed by the sender in the
space below the closing phrase.
• Enclosures: If the letter includes any additional documents or
materials, they should be listed in the enclosure section.
• Carbon copy (CC): If the letter is being sent to additional
recipients, their names should be listed in the CC section.
Written communication
• Written communication is a crucial skill to have in the modern information age. Most jobs
require you to communicate in writing through email, formal letters, notes, text messages or
online messaging. Written communication skills allow you to give direction effectively.
• Written communication is any written message that two or more people exchange. Written
communication is typically more formal but less efficient than oral communication. Examples
of written communication include:
• Emails
• Text messages
• Blog posts
• Business letters
• Reports
• Proposals
• Contracts, Job descriptions, Employee manuals, Postcards, Faxes, Advertisements,
• Brochures
QUALITIES OF EFFECTIVE WRITTEN
COMMUNICATION
• Comprehensive: Includes all the relevant details
• Accurate: All details are correct
• Appropriate: Has the right tone and level of formality
• Composition: Has correct spelling and grammar
• Clear: Is understandable
WAYS TO COMMUNICATE IN WRITTEN
COMMUNICATION
• Identify and clearly state your goal
• Effective written communication has an obvious goal that you convey to the
reader. Describe in clear words what you want the reader to do or know.
• 2. Use the right tone
• Tone can help your writing be more effective. Some forms of
communication, such as memorandums, require a formal tone. Writing to a
friend, however, requires an informal tone. The tone you use depends on
the purpose of the writing and the audience.
• 3. Keep it simple
• Avoid jargon, expressions or big or complex words. You want to make it
easy for the reader to understand what you are saying, regardless of their
familiarity with your company or industry.
• Stay on topic
• Avoid irrelevant information. Clarity is essential. Keep paragraphs and sentences short, as
complicated and lengthy statements slow the reader down. Only include words that add
value to the reader and focus on your main goal.
• 5. Use active voice
• Active voice strengthens your writing and makes your statements easier to understand.
Active voice also engages the reader and keeps their attention. An example of passive
voice is, "The letter was sent." You can communicate this statement more clearly and
concisely if you rewrite it in active voice: "I sent the letter."
• 6. Have someone proofread your writing
• Correct punctuation, spelling and grammar are crucial. Have someone read your writing
before you send or share it. If no one is available, then read it out loud to yourself.
• 7. Make it easy to read and scan
• Emails, memos, letters and webpages with brief text and plenty of white space are easier
to read than text-heavy communications. Break your content into easy-to-read and
understandable paragraphs or sections. This is particularly important when viewers read
on a screen, such as web content and emails. Use bullet points, headers and short
paragraphs to make your text easier to understand.
• Be professional
• When writing for work, keep the content professional. Avoid making
jokes or discussing sensitive topics that the reader might interpret
differently than you intended. A professional tone, particularly in
formal communications, makes it easier for the reader to trust and
respect you.
IMPORTANCE OF WRITTEN
COMMUNICATION
• Economical and efficient
• Written communication is cost-effective. A letter, for instance, costs
less to make than a long-distance phone call but can communicate
the same thing. Letters are also accommodating. Professionals can
write letters at their convenience, and recipients can read them.
Alternatively, you might receive an important phone call any time of
day, including times when you are busy.
• Written communication is ideal for sending messages that are not
urgent. For example, you can send a simple postcard or letter to thank
a client or inform customers about order updates.
• Accuracy
• Many business communications are long and complex. Carefully
written letters help ensure that even complicated communications
are accurate. Miscommunications are more likely to occur with verbal
communications such as phone conversations.
• Record-keeping
• Written communication, particularly when signed by one or more
parties, is more official than verbal communication. It serves as a
permanent record of an agreement, conversation or deal, and you can
refer to it in the future.
• Goodwill and branding
• The best way to convey communications such as invitations, seasonal
greetings, thank-you letters, congratulatory messages and
condolences is in writing. Personalized written messages help develop
positive and respectful professional relationships. You can also use
letters to promote customer relationships, create a positive
impression and build goodwill. For example, you might send a
professional contact a written note for their birthday, when their son
or daughter gets married or when they receive a promotion.
• Written business letters make these situations more personal and
promote friendship. For this reason, they are indirect business
promotion tools.
PROCESS OF EFFECTIVE WRITTEN
COMMUNICATION
• Speed - Generally you should write rapidly to record all of your ideas.
Quality of content is sacrificed when you think of how you want to
write by writing slowly and deliberately. You will refine the writing
later.

• Prepare Powerful Sentences - Generally you will use active voice (I

made the cake ) when the subject is doing the action. The right time
to use passive voice (the cake was made by me) is when you are
trying to hide the identity of the doer or to emphasize more on what
is being done.
• Develop logical paragraphs - To write impactful and effective
paragraphs, sentences need to be constructed well to be made into
sections that explain a part of the topic being deliberated upon.

• Topic Statement - The topic statement may be the entire paragraph in

a complicated writings; while the topic statement may be a sentence
in letters, memos, and e-mails.

• Logically Connect Ideas - Coherence means consistency of thoughts.

Receivers should be kept away from experiencing sudden changes in
the thought process. Sentences are stuck together in a flowing
message or thought because of coherent writing.
• Unify Paragraphs - It is expected by the receivers to expect the first paragraph
to introduce the topic. The following paragraph supports it, and the last
paragraph holds it altogether. The paragraphs in the middle should have a
well-designed word flow.

• Vary Sentence and Paragraph - For clear communication, short and directed
sentences are preferred. The sentences should not be too short and direct as
the message may sound monotonous. Simplified sentences are shorter and
easier to understand. Complex and compound sentences should be used in the
paragraph to break the monotony and dull appearance. Paragraphs should vary
in length and structure as well. The average length of the paragraph should be
kept undersized to match with the nature of report. Letters, e-mails, and
memos have shorter paragraphs. The first and last paragraphs are shorter too.
They make it easier for the reader. It may require the topic to be divided into a
couple of paragraphs. Paragraphs should not exceed more than 8-10 lines to
improve readability. The consistency and clarity should not be compromised
because of variety in the paragraph.
• Revise and proofread - Once you have all of your ideas recorded, you need
to begin revising and restructures. Obviously, you will make certain that
there are no grammatical or spelling errors. You will also need to look at the
tone and follow of your writing. Contrast carelessness with casualness in
your writing styler. Harsher tones are lent to messages in case of
high-speed types of communication. Revision and proofreading can keep
away from negative impressions caused by carelessness or creating any sort
of harsh exchange.

• Improve Readability - To determine readability, revisit your message. After

separation and returning back to the message, readability is best improved.
The outcome results in greater readability. Visual Enhancements can be
applied to increase readability This can entice the read or listen to instead
of discarding your message. Significant information can be highlighted for
maximum interest. Create even transitions in an elaborate report.
STRATEGIES OF EFFECTIVE WRITTEN
COMMUNICATION
• Clear: The purpose of the message should be clearly stated in the written
communication. The language should be kept simple. Also, convoluted and
long sentences are not preferred and recommended. Separate bulleted
paragraphs and points make grasping of the message easier for the reader.
• Concise: Brevity is the essence of effective written communication skills.
Always avoid using long, highly elaborative details, irrelevant words or
adjectives. Repetitions should also be avoided.
• Concrete: Abstract ideas and thoughts always lead to misinterpretation. So
always ensure that your written communication is based on facts and
figures and has sufficient detail to support your message and has a focus on
the main message.
• Coherent: Coherence in written communication implies a logical bridge
between paragraphs, sentences and words. The key to coherent and
effective written communication is easy to understand, sequentially
organized and logically presented data and information. Every aspect of the
content should be relevant, interconnected and should have a flow of
information.
• Complete: A complete written communication implies delivering all the
data, facts and information as required based on the recipient’s attitude
and intellect. It aims at building a company’s reputation and decision
making.
• Courteous: A major aspect of effective written communication is that it
should be honest, open, respectful, considerate and polite. Ensure that the
message or words used are not offensive and do not have any hidden
negative tone.
• Focus and Attention: There can be many distractions while having
communication. Due to these distractions, one may miss important points
or cues in written communication. So, It is imperative to keep the focus and
attention for effective communication.
• Emotional Awareness and Control: Intense emotions can undermine a
person’s capacity for rational decision making. Keeping in mind the
state of emotions of yourself and others while communicating makes
the interaction smooth and the process of communication flowing.
LIMITATIONS OF WRITTEN COMMUNICATION
• When not to use written communication is also a point of pondering. It
cannot be the case always that written communication would be conveyed
appropriately, or the receiver would correctly decipher the same.
• Following are some of the situations when not to use written
communication:
• When transmitting short messages, written communication becomes more
expensive and takes longer to transmit.
• Written communication does not have any scope of amendments once
dispatched.
• Written communication can never be used to clear misconceptions and
confusion.
• For informal communication written communication cannot be preferred.
MEMO WRITING
• A memo, short for memorandum, is a way to inform a group of
people about a specific problem, solution, or event. A memo should
be brief, straightforward, and easy to read. It informs recipients and
provides an action plan with specific next steps.
• You may send a memo as a paper letter, fax, or PDF attached to an
email. Although the widespread use of email essentially replaced
memos in many circumstances, memos are still helpful for some
important messages.
 PURPOSE OF MEMO
• Memos are designed for official internal communications of a business or organization. They are often sent to
an entire organization but are also useful for informing a single department, team, or smaller group of people.
Memos disperse necessary information using a simple, easy-to-follow format.
• When to write a memo:
• You should write a memorandum when you need to relay official business items efficiently. The aim of your
memo should be to inform, bring attention to a problem, or answer a question. The following purposes are
suitable for a memo:
• broadcast internal changes
• disseminate news
• share an upcoming event
• update public safety guidelines
• raise awareness about an issue
• address a problem
• make a request
• share project updates
STEPS OF MEMO WRITING
1. Heading
• The heading lists who is receiving the memo, who is sending the memo, the date the
memo was written, and the subject of the memo. You can view how to format this section
below.

• To: [Recipients’ full names and job titles or department]

• From: [Your full name and job title]

• Date: [Today’s date]

• Subject: [What the memo is about]

• Since you addressed the recipients in the heading, there’s no need to include a greeting.
2. Opening statement
• This section can be between one and three sentences. The opening statement is where you
briefly state the purpose of your memo. Include only a summary of the most crucial
information in this section. Later you’ll be able to get into the details.

• Try starting with, “I’m writing to inform you . . .”

3. Context
• In three to ten sentences, provide context. Context is where you let people know what you’re
writing about, why you’re writing them, and any other critical information.
• This section may include the following:
• supporting evidence
• why your organization made the decision you’re discussing in the memo
• background information
• a problem statement
• how you found the problem
• important timing or dates
• other key points
4. Call to action and task statement
• This section can be either two to three sentences or a bullet-pointed
list. This is where you lay out the next steps for your recipients. Write
about what the recipient should do after they read the memo or how
you plan to solve the problem you’ve described.
• Try writing, “Please [task you’d like completed] by [due date]” or “I
appreciate your cooperation in this matter.”
5. Discussion
• The aim of this portion is to persuade the recipients to follow your
recommended actions. Lay out all of the details that support your
ideas, beginning with the most critical information. Give specific
supporting facts, ideas, and research that back up your memo,
organizing the information from strongest to weakest.
6. Closing
• The closing section is an opportunity to end your memo on a courteous note. We
recommend you share what you want your recipients to take action on one more
time here, as well. Generally, memos don’t include a farewell. But if you want to
have one, make sure to keep it brief.
7. Optional additions
• You can include a summary or attachments with your memo if you need to. You
should include a summary if your memo is more than one page. Summaries help
recipients more easily digest the information you’ve shared.
• You can place the summary right before your closing statement. A summary may
list key recommendations, a summation of important information, references,
methods, or resources you used. If the information in your memo needs further
clarification, you can place it within this section. Summaries can be a few
sentences long or a bullet-pointed list of key information.
• Your supplemental information should include any documentation you want to
share, such as graphs, lists, tables, or photos. If you choose to include
attachments, include a note about what you’ve attached below your closing.
8. Revise
• Now that you’ve written your memo, it’s time to revise! Follow the
steps below to ensure your memo is as clear and concise as possible.
Remember: the shorter, the better.
• Cut out any unnecessary material.
• Clarify your main points.
• Proofread for spelling, grammar, and punctuation mistakes.
• Check your facts and resources.
• Get feedback from a colleague before sending.
HOW MEMO IS DIFFERENT FROM…
• How is a memo different from an email?
• Memos are typically more formal in tone and language than emails,
which are most effective when they’re short and to the point. In the
future, the company may use your memo as an official document that
will be printed, disseminated as hard copies, or distributed
professionally to a large group of people in a readable format.
• How is a memo different from a letter?
• Typically, letters are addressed to individuals outside of the
organization. They are meant for longer external messages
communicating a specific topic. These may be informal or formal in
tone.
• How is a memo different from a press release?
• Memos are usually used for internal communications, while press
releases are intended for external communications. A press release is
understood to typically be a longer, more detailed document than a
memo.
• How is a memo different from a circular?
• Circulars are for mass distribution. On the other hand, memos are for
a select group of people. Circulars typically have multiple topics and
calls to action. Memos should address only one subject, briefly.
• Internal changes
• When an organization makes policy, procedural, or high-level staffing changes, an internal
change memo should be written. The HR department may send this email, or it might
come from the leadership team or another department.
• To: All Employees
• From: Kelly Source, Human Resources Manager
• Date: July 20, 2022
• Subject: Changes to Paid Time Off System
• I’m writing to inform you about the recent changes to our PTO system. We are switching
platforms to PalmLeaf HR. This system will go into effect on October 1, 2022.
• In switching to PalmLeaf HR, our company is attempting to make submitting your PTO
requests simpler. You can find tutorials for navigating this easy-to-use platform attached to
this memo.
• You’ll receive an onboarding email from PalmLeaf HR directly this week. Please be sure to
set up your account no later than September 30, 2022.
• If you’re having trouble setting up your account, please email us with any questions at
HR@example.com.
• Thank you for your cooperation during this transition. We’re hopeful that this will make
managing your PTO easier.
• Attached: PalmLeafHR Guide, January 2022
• General business memo
• A general business memo format may be used for just about any business
item. Whether it’s a project in progress or an internal analysis, this
versatile format will fit.
• To: Ava Colon, Phil Comma, and Dave Period
• From: Peter Office, Senior Data Analyst
• Date: May 20, 2022
• Subject: Revenue Analysis
• I’m writing to address the revenue analysis report your team requested.
This analysis covers revenue streams from 2010 to the first quarter of 2022.
• This report was requested by the sales team in January 2022 when Dave
Period stepped into the Chief Sales Coordinator position. The analysis was
compiled using Tableau, and the reports are attached.
• At this time, I am asking you to review the data and let me know if there’s
anything else you’d like me to analyze more deeply. The best way for you to
view the dashboard is through the invite from Tableau in your email inbox.
• Here are the main points from my analysis:
• Our main stream of revenue is our flagship product, Hawaiian-style shirts.
• The second top revenue stream is the running hats.
• Our revenue is generated sales driven primarily through email marketing
efforts.
• There were some periods during which the data were not available and are
therefore not included in this analysis.
• Thank you for taking the time to review this analysis. Please feel free to send
any questions or concerns you have to me at poffice@example.com. If you’re
having technical difficulties accessing the dashboard, please contact our IT
department at IT@example.com for assistance.

• Attached:
• Tableau Guide, 2022
• 2010–2021 Revenue Analysis Report, May 2022
PERSUASIVE MESSAGE
• A persuasive message is the central message that intrigues, informs,
convinces, or calls to action. Persuasive messages are often discussed
in terms of reason versus emotion. Every message has elements of
ethos, or credibility; pathos, or passion and enthusiasm; and logos, or
logic and reason. If your persuasive message focuses exclusively on
reason with cold, hard facts and nothing but the facts, you may or
may not appeal to your audience. People make decisions on emotion
as well as reason, and even if they have researched all the relevant
facts, the decision may still come down to impulse, emotion, and
desire.
TYPICAL FORMAT
• Part Description
• Attention statement (or hook): Use humour, novelty, surprise, an unusual fact, or a
question to get the attention of your audience.
• Introduction: Build interest by appealing to your audience’s needs and wants and
include a purpose statement to set up expectations.
• Explanation: Establish credibility and build your relationship with your audience,
discuss attractive features, and compare with competitors addressing concerns or
potential questions before they are even considered.
• Call to action: Sum it up and offer solution steps or calls to action, motivating your
audience to take the next step. The smaller the step, the more likely your
audience will comply. Set up your audience for an effective closing. It should be
clear what your audience should do, by when, and how.
STRATEGIES FOR PERSUASIVE MESSAGES
• Start with your greatest benefit. Use it in the headline, subject line, caption, or attention
statement. Audiences tend to remember the information from the beginning and end of a
message, but have less recall about the middle points. Make your first step count by
highlighting the best feature first.
• Take baby steps. Promote, inform, and persuade on one product or service at a time. You
want to hear “yes,” and if you confuse the audience with too much information, too many
options, steps to consider, or related products or service, you are more likely to hear “no”
as a defensive response as the audience tries not to make a mistake. Avoid confusion and
keep it simple.
• Know your audience. The more background research you can do on your audience, the
better you can anticipate their specific wants and needs and tailor your persuasive
message to meet them.
• Lead with emotion, and follow with reason. Gain the audience’s attention with drama,
humour, or novelty and follow with specific facts that establish your credibility, provide
more information about the product or service, and lead to your call to action.
NEGATIVE MESSAGES
• Your ability to manage, clarify, and guide understanding is key to addressing
challenging situations while maintaining trust and integrity with customers,
coworkers, managers, the public, and other stakeholders. Keep in mind these
seven goals when delivering bad news in person or in writing:
• Be clear and concise to avoid being asked for additional clarification.
• Help the receiver understand and accept the news.
• Reduce the anxiety associated with the bad news as much as possible by
expressing sympathy or empathy.
• Maintain trust and respect between you and your audience to ensure the
possibility of good future relations.
• Deliver the bad news in a timely fashion in the appropriate channel(s).
• Avoid the legal liability that comes with admitting negligence or guilt.
• Achieve the designated business outcome.
 MESSAGE BUFFER
• Begin with neutral or positive statements that sets a welcoming tone and serve as a
buffer for the information to come. A buffer softens the blow of bad news like the airbag
in a car softens the driver’s collision with the steering wheel in a high-speed car accident.
If there is any positive news that can calm the receiver, here at the beginning would be a
good time to point them out. The following are some possible buffer strategies:
• Good news: If there’s good news and bad news, start with the good news.
• Compliment: If you’re rejecting someone’s application, for instance, start by
complimenting them on their efforts and other specific accomplishments you were
impressed by in their application.
• Gratitude: Say thanks for whatever positive things the recipient has done in your
dealings with them. If they’ve submitted a claim that doesn’t qualify for an adjustment,
for instance, thank them for choosing your company.
• Agreement: Before delivering bad news that you’re sure the recipient is going to
disagree with and oppose, start with something you’re sure you both agree on. Start on
common ground by saying, “We can all agree that . . . .”
• Facts: If positives are hard to come by, starting with cold, hard facts, is
the next best thing.
• Understanding: Again, if there is no positive news to point to, showing
you care by expressing sympathy and understanding is a possible
alternative (Guffey et al. 2016, p. 194)
• Apology: If you’re at fault for any aspect of a bad-news message, an
apology is appropriate as long as it won’t leave you at a disadvantage in
legal proceedings that may follow as a result of admitting wrongdoing.
 TIPS OF WRITING NEGATIVE MESSAGES
• Avoiding Disaster in Bad-news Messages: Delivering bad news can be dangerous if it
angers the reader so much that they are motivated to fight back. If you’re not careful
with what you say, that message can be used as evidence in a court case that, when read
by a judge or jury, could compromise your position. You can lower the risk of being
litigated against by following the general principles given below when delivering bad
news.
• Avoid Negative or Abusive Language: Sarcasm, profanity, harsh accusations, and abusive
or insulting language may feel good to write in a fit of anger but, in the end, make
everyone’s lives more difficult. When someone sends an inflammatory message and it’s
interpreted by the reader as harmful to their reputation, it could legally qualify as libel
that is legitimately actionable. Even if you write critically about a rival company’s product
or service by stating (as if factually) that it’s dangerous, whereas your version of the
product or service is safer and better, this can be considered defamation or libel. If said
aloud and recorded, perhaps on a smart phone’s voice recorder, it is slander and can
likewise be litigated. It’s much better to always write courteously and maturely, even
under difficult circumstances, to avoid fallout that involves expensive court proceedings.
• Avoid Oversharing but Tell the Truth: When your job is to provide a
convincing rationale that might make the recipient of bad news accept it
as reasonable, be careful with what details you disclose. When rejecting
a job applicant, for instance, you must be especially careful not to lay all
your cards on the table by sharing the scoring sheets of the winning and
rejected candidates, nor even summarize them. Though that would give
them the full picture, it would open you up to a flood of complaints and
legal or human-rights challenges picking apart every little note. Instead,
you would simply wish the rejected candidate luck in their ongoing job
search. When you must provide detail, avoid saying anything bad about
anyone so that you can’t be accused of libel and taken to court for it.
Provide only as much information as is necessary to provide a
convincing rationale.
• Respect the Recipient’s Privacy: Criticizing an employee in a group
email or memo—even if the criticism is fair—is mean, unprofessional,
and an excellent way of opening yourself to a world of trouble. People
who call out others in front of a group create a chilly climate in the
workplace, one that leads to fear, loathing, and a loss of productivity
among employees, not to mention legal challenges for possible libel.
Called-out employees may even resort to sabotaging the office with
misbehaviour such as vandalism, cyberattacks, or theft to get even.
Always maintain respect and privacy when communicating bad news
as a matter of proper professionalism.
CRISIS COMMUNICATION
• A crisis communication plan is the prepared scenario document that
organizes information into responsibilities and lines of communication prior
to an event. If an emergency arises when you already have a plan in place,
each person knows his or her role and responsibilities from a common
reference document. Overall effectiveness can be enhanced with a clear
understanding of roles and responsibilities for an effective and swift
response. The plan should include four elements:

• Crisis communication team members with contact information

• Designated spokesperson
• Meeting place/location
• Media plan with procedures
• A crisis communication team includes people who can decide what
actions to take, carry out those actions, and offer expertise or
education in the relevant areas. By designating a spokesperson prior to
an actual emergency, your team addresses the inevitable need for
information in a proactive manner.
• People will want to know what happened and where to get further
details about the crisis. Lack of information breeds rumours that can
make a bad situation worse.
• The designated spokesperson should be knowledgeable about the
organization and its values; be comfortable in front of a microphone,
camera, and media lights; and be able to stay calm under pressure.