We're excited to launch a new series of brief videos that you can use to supplement your lectures. These videos address specific communication challenges and offer practical advice that students can apply now in their coursework and take with them on the job. We're producing two versions of each video. The instructor version concludes with […]
Category Archives: Negative Messages
A Bumper Crop of Corporate Crises: Discussion Resources for Your Classroom
Between network security breaches and random corporate blunders, it's been a rough few months for GM, Target, Neiman Marcus, Adobe, Michaels, Lululemon, SeaWorld, US Airways, Yahoo, and about half the population of the Internet, thanks to the Heartbleed glitch. Their grief is our good fortune, however—at least in terms of providing discussion material for business […]
Hall of Fame: Hailo Shows a Positive Way to Communicate Negative News (with PowerPoint Slides for Classroom Use)
Hailo is a popular taxi-hailing service operating in London, New York, and other major cities. With a quick tap on a smartphone app, passengers can hail any Hailo-registered cab in the area, without waving in the street or hunting for a place where taxis are likely to be found. The system does have a potential […]
The Crowd Is Watching: Social Media and the Shrinking Margin for Error
Judging from the vociferous comments in the social media atmosphere, one might think that Netflix's decision to split itself in two or Bank of America's introduction of a debit card fee were some of the worst horrors ever visited upon the human race. BofA isn't likely to reverse its decision, even if thousands of people […]
Teaching Students to Keep Their Cool After a Public Insult
Consumer-review websites such as Yelp can be a boon or a bane to local businesses. They can help businesses with little or no advertising budget get exposure through positive word-of-mouth, but they can damage businesses when unhappy customers use the Internet to vent their frustrations. When a bad review is justified, it can alert potential […]