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Individual Assignment #2 - Case Study

BUSI 1073 – Business Writing and Communications
Instructor:
Date
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Individual Assignment #2 - Case Study
Bad News
We wake up expecting good news from business contracts, employment, family, and
other life attachments almost every day. However, the reality is that what we get is terrible
news, but how we get them makes the difference. In the corporate world, bad news emanates
from different areas. We all get anxious to apply for a job even to attend the interviews. After
putting an extensive effort into the interview room, an interviewee gets over-excited.
However, after a few days, the interviewee received a phone call or an email that he did not
qualify. It is undeniable such bad news is heartbreaking. Everyone always expects positive
feedback or results after doing a particular process or task.
Communication is a crucial aspect of communicating either good or bad news. A
piece of well-planned bad news can positively transform the recipient's reaction towards bad
news. Therefore, communication of bad news should be well planned and passed through
using effective communication channels. This report examines the best mitigations measures
of bad news caused by denial of customer refund complaints as seen in the case study.
Background Information
Although customers are the key drivers of any business, their claims are sometimes
not viable. A Well-explained customer bad news may encourage retention rather than an
ambiguous explanation that only chases customers away. A good, bad news communication
should be well analyzed, composed, and evaluated (ACE steps). Analyzing bad news does a
business articulate the bad news and its effects on both the audience and the industry before
composing the message. On the other hand, evaluation enables a company to measure the
efficiency of the organized bad news. While denying customer claims, the medium to be used
should be well analyzed to avoid bad image issues. Another aspect to consider is whether to

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use direct or indirect communication. In this case, the Indirect approach softens bad news
compared to a straightforward system which may trigger anger in the audience.
Analysis
A good, bad news communication should observe the three steps of ACE: analyzing,
composing, and evaluating. The first analysis should start by asking what the bad news is. In
our case study, the bad news is that Remco will not refund the clie...