Slide 51
Slide 51 text
Better: acknowledge,
apologize, make amends
✦ Basically, “Yep, that happened, it sucked, we’re
SORRY, here’s what we’re going to do about it.”
✦ only in proper formal business diction, of course
✦ (Even if your org’s branding is informal, this is NOT THE TIME for
being cutesy or funny—that’ll just make people angrier. Stay formal.
Again, I’m showing you What Not To Do here!)
✦ Where you don’t know something yet, say “We
don’t know {thing} yet; we’re working on it. We’ll
report out when we do know.”
✦ It’s important to say this as quickly as possible! People will want
answers you don’t have yet! Even when it’s not remotely reasonable to
expect that you have those answers!
✦ You never want to look like you’re covering stu
ff
up.