Comments on BBC Program Called "Outrageous, Vulgar, and Inexcusable"

The Story

Did the BBC motoring show, Top Gear, go too far with its irreverent humor?  In describing Mexican cars, Richard Hammond said they would reflect "national characteristics" and would be "lazy, feckless, flatulent."  Negative comments about Mexicans continued on the show.  After much criticism, BBC apologized for the offensive comments.

 Discussion Starters

• After listening to the news clip, how do you assess the comments about Mexicans?  Do they offend you?  Can you see how they might offend others?
• Read BBC's response to the incident.  The statement acknowledges an apology but also defends the practice of "national stereotyping" as part of the show -- as well as part of British humor.  Do you buy this explanation? 

Assignment Ideas

• Read some of the comments posted about the incident.  Choose 2-3 that you most agree with and, in an email to your instructor, explain why they have merit.  Alternatively, you may choose 2-3 that you most disagree with and explain your reasoning.
• Write an email to Top Gear presenters to either criticize or defend their comments.

Kenneth Cole's Tweet Links Cairo Crisis to Clothes

The Story

In a failed attempt to use humor for marketing, fashion designer Kenneth Cole tweeted about the uprising in Cairo.  After strong online reactions, Cole removed the tweet and apologized.   Advertising Age summarized the event, which, fortunately for Kenneth Cole, was over quickly. 

 

 Discussion Starters

• What is your reaction to Kenneth Cole's tweet?  Do you consider it acceptable, in poor taste, unethical -- or something else?
• How do you assess Kenneth Cole's apology (below)?  In what ways is the apology effective or ineffective?

 

 Assignment Ideas

• Write a few tweets on Kenneth Cole's behalf.  Try using humor more tastefully to promote the brand.
• During this incident, someone created a fake Kenneth Cole Twitter account.  In small groups, discuss how Kenneth Cole could handle this embarrassment.  You might consider BP's fake Twitter account, which was created after the company's PR failings following the oil spill.

Where's the Beef, Taco Bell?

The Story

Taco Bell is under fire for misrepresenting its taco meat.  A class action lawsuit claims that the company is falsely advertising their beef, which does not meet USDA standards and contains too many non-meat ingredients in their "meat mixture": "water, wheat oats, soy lecithin, maltodrextrin, anti-dusting agent and modified corn starch."

In response, the company says that their meat is FDA compliant and 88% beef, rather than the 35% that the suit claims. 

Discussion Starter

• In his video message, how does Greg Creed use logical arguments, emotional appeals, and credibility described in Chapter 7?

Assignment Ideas

• Read the company's written statement in response to the lawsuit.  In small groups, discuss what you think is most and least effective about this message.
• Write a memo to Greg Creed assessing Taco Bell's response to the lawsuit.  Consider all company messages as well as the timing of each.  Include your advice for handling bad news in the future.

Embarrassing Newspaper Headlines

The Story

This week, two newspapers released headlines that should have been caught.  The first apparently was intended as a placeholder (unless editors at the New Orleans Timescayune believe "barllskdjf" is a word).  The second, on the front page of the Green Bay Press-Gazette, read, "On to Chicaco" instead of "Chicago."

 

Discussion Starters

• How serious are these errors for a newspaper?  What do you think are the potential effects of such errors for journalists?
• How do you think these mistakes might have happened?  
• What mistakes have you made in your own writing that have caused you embarrassment?  In retrospect, how do you think your own mistakes could have been avoided?

Assignment Ideas

• Look at the site Funny Typos.  In small groups, talk about which errors are the worst.  What criteria do you use to determine which are worst?
• Try a new proofreading technique for your own writing.  Looking at the suggestions in Chapter 5, what could you incorporate into your writing process that you're not doing today?

High Youth Unemployment in the U.K.

 The Story

Youth unemployment jumped to over 900,000, the highest since 1992.  One out of 5 people aged 16-24 is now out of work.

 Discussion Starters

• What advice would you give young people in the U.K. in seeking employment?  Focus, particularly, on how people can differentiate themselves in a competitive market.  And what can unemployed young people do while not working (in addition to looking for a job, of course)?
• Have you ever looked for a job or internship and had difficulty finding one?  In the end, what did you learn from the experience?  If you ultimately did get a job, how did it finally happen?

 Assignment Ideas

• Research differences between U.S. and European employment communications.  For example, what are the differences between a resume and a C.V. for business jobs? What other differences would you expect, knowing about each culture?  Assume that a friend or colleague is exploring job opportunities in Europe.  Write an email to him or her summarizing your findings.
• Imagine that you're applying for a job in the U.K.  If you have a U.S.-centric resume, adapt it for a European company.

Steve Jobs Announces Another Medical Leave from Apple

The Story

After pancreatic-cancer surgery and a liver transplant, Steve Jobs is again battling his health.  In a short email to employees, Jobs confirmed that he'll take another medical leave, while continuing as CEO to make "major strategic decisions for the company." 

 

Discussion Starters

• What is your assessment of Jobs' email to employees?  Some analysts thought the email sounded negative, as if Jobs were unsure about when -- or whether -- he would return to the company.  Do you agree?  Why or why not?
• Compare this email to a previous email sent by Jobs.  What, if any, differences do you see?  What could account for these differences?

Assignment Ideas

• Evaluate how Jobs' announcement affected Apple stock in the short-term. The news came on a federal holiday (Martin Luther King, Jr. Day), so the U.S. markets were closed, but how did the rest of the world respond?  And what, if any, impact did the stock see the next day, when the U.S. markets opened?  From this example, what conclusions can you draw about communicating bad news?
• Rewrite Jobs' email to thwart criticism that it sounded too negative. 

Chevrolet Celebrates MLK Day with Social Media Tribute

The Story

To celebrate Martin Luther King, Jr. Day, Chevrolet has a social media campaign, the MLK Reading Project.  People can read and record Dr. King's words in their own voice.  The project also includes videos of people saying Dr. King's words.   

Video source.

Discussion Starters

• Guess what percentage of U.S. companies close on MLK Day.  (Hint: The percentage has been about the same for the past five years.)
• What are the arguments for and against celebrating by closing a company for the day?
• What are the downsides of Chevrolet's project?  Do you think the campaign was a good choice for the company?  Why or why not?

Assignment Ideas

• Contribute to the project: record yourself speaking Dr. King's words.
• The federal Office of Management and Budget reminds us that, as a holiday, MLK Day should be a "day on" of service rather than a "day off."  If you don't have to work or go to school on MLK Day, think about some way that you can serve your community.  Plan for next year if it is too late this year.  
• Imagine that you work for a company (or attend a college) that does not celebrate MLK Day by closing.  Write an email to the president of your company or college encouraging him  or her to join the organizations that observe the holiday.  What arguments would most convince the president?

Starbucks Reveals New Logo

The Story

Starbucks has a new logo, its fourth in the company's 40-year history.  The logo drops the name and reflects a simplified design. 

 

Discussion Starters

• How do you like the new logo compared with the previous logos? 
• Read a post by CEO Schultz about the change.  What does he say are the reasons for the new logo?  What other reasons could the company have?
• In what way does the logo accomplish its purpose?  How does it miss?  Watch the video, below, about the logo.  Evaluate this video according to principles in the book about oral presentations.  What works well, and what would you have changed?

Video source.

 Assignment Ideas

• Imagine that you work for Starbucks as a graphic designer.  Create a presentation template in PowerPoint, Prezi, or Google Docs Presentations.  If you're using slides, include at least a title slide, master slide, and one page for the main slides that shows off the new logo. 
• Create a handout that explains the new logo.  Imagine that you're giving a presentation to store managers to explain the change.  You'll give the managers the handout at the end of your presentation to them.

Jets Coach Rex Ryan, "Great Orator"

The Story

The New York Times reports that Rex Ryan, coach for the Jets, is lauded by the team as a "great orator -- part general, part politician, part football coach, a toastmaster at heart." 

WARNING: LOTS OF CURSING! This video isn't for everyone.

Video source.

Discussion Starters

• After watching one of Ryan's speeches, do you agree with the assessment that he is a great orator?  Why or why not? 
• What was the most inspiring speech you have heard?  What did the speaker do or say to motivate you?  In what ways was the speech meaningful for you?

Assignment Ideas

• Watch one of Ryan's speeches.  What from his approach -- other than the cursing! -- could you incorporate into your business presentations?  Identify 3-5 aspects that could work in more professional speeches. 
• Imagine that you're trying to motivate a team of athletes to win an important game.  Identify a scenario (the sport and why the win is important), and then prepare your extemporaneous speech by writing an outline.  Deliver your speech to the class.  After the speech, discuss how you could include some aspects of a motivational speech for athletes into your business presentations.

University's List of Banished Words Includes "Fail"

The Story

In an attempt to stop the "Mis-Use, Over-Use and General Uselessness" of certain words, Lake Superior State University publishes an annual List of Banished Words.  Topping this year's list are "viral," "epic," "fail" (sorry, only as a noun), "wow factor," "a-ha moment" (perhaps in honor of Oprah's retirement), "back story," "BFF," and "man up."

 
Discussion Starters

• How do you feel about these words?  Should they be "banished" (or curtailed), or are they harmless?
• Which of these words are you surprised to see?  Which are not surprising?

Assignment Ideas

• Identify which of these words would be problematic in business communication.  Use the barriers to communication described in Chapter 1 to explain your answer.
• In small groups, brainstorm a list of additional words that might  make your own "banished" list.  Which annoy you the most and why?

No "Email" for Chinese Media

The Story

According to a BBC report, China has banned the use of English words in media, such as newspapers, books, and websites. Included in the ban are foreign abbreviations (for example, NBA), English words (for example,  email), and "Chinglish," which mixes Chinese and English.  Chinglish (for example, "3q," meaning "thank you") has become more commonly used, while the Chinese government prefers to keep the language pure.  Grammatical errors in translation are also becoming more common.  Read more here.

 
NY Times "Chinglish" Slideshow

Discussion Starters

• What are the potential consequences of China's ban?  How do you think newspapers and website owners will react?
• What examples of combined-language words have you heard or used yourself?  What, if any, words does your family use that don't represent traditional English?  Which of these words would you consider inappropriate for a business situation?

Assignment Ideas

• Take a position on the ban.  Write a letter to the Chinese government (which you do not need to send!) either supporting the ban or encouraging the government to remove the ban.  Be sure to support your perspective with examples from the media.
• Debate the ban in class.  Have one side of the room take the position of the Chinese government, while the other side opposes the ban.  First, research your side of the issue before class.  Individually, find at least three objective sources to support your position.  Share your sources with your teammates via email,  Google Docs, or a wiki.  Then, identify one team member to synthesize all of your research and compile a list of arguments.  In class, before the debate starts, meet with your team for about 10 minutes to finalize your plan and decide who will state which argument and in what order.  Finally, when you begin the debate in class, have one person present one of your arguments.  Alternate sides (and people on the team) until you can come to an agreement -- or when you have nothing left to say.  Which side made the strongest argument?

1700 Holiday Layoffs, via Conference Call

The Story

Companies make many difficult decisions, but they don't always communicate them well.  To share the "news quickly and consistently," Sanofi-Aventis pharmaceutical company announced 1700 employee layoffs via two conference calls: one for those staying and one for those leaving.  The company's holiday season timing didn't win them any new friends.

 

Discussion Starters

• Conference calls may not have been the best choice, but was the company's unethical?  Where do you see the lines in this situation between unprofessional, insensitive, and unethical?
• Jack Cox, senior director of media relations, explained the decision to The Huffington Post: " 'Rather than cascade these announcements and stretch the notifications over the course of days, we decided to address these colleagues at one time, to explain the rationale for the reductions and express appreciation for the contributions they've made to the organization,' he said. 'We acknowledged in the call that delivering this news on a teleconference wasn't ideal, but given the scope and scale of the reductions, there was no other way to share this news quickly and consistently.' "  

Although the medium caused Sanofi-Aventis bad publicity, can you see Cox's point?  What might be a good compromise solution?  You might want to revisit Communication Media Choices from Chapter 1.

Assignment Ideas

• If an employee who reports to you complained about the conference call, what would you say?  How would you balance explaining the decision and empathizing with the employee about the bad news?  Role play with a partner in class.
• Write an apology email to employees.  Be honest and empathetic, and be careful about getting yourself in legal trouble.

New UBS Dress Code: No Earrings for Men

The Story

In a pilot for five UBS locations, the company created a 43-page dress code.  No black nail polish  or too-short skirts if UBS employees want to get ahead.  The code advises employees how to "enhance your personality" and "increase your popularity" by wearing "discreet lipstick" and getting a "stylish haircut."  The new code may be part of UBS's attempts to rebuild their image, like the commercial, "We Will Not Rest."

Discussion Starters

• What was the dress code for previous places where you have worked?  Did you think the attire was appropriate, too formal, or too informal for the business, considering the industry and company culture?
• Could such a dress code, which promotes conservative banking attire rebuild USB's image?  Does USB's recent commercial, "We Will Not Rest."

Assignment Ideas

• Working in small groups, draft a list of instructions that you believe should be included in a company's dress code.  Of course, every company is different, so choose a company that all of you know.  After you have drafted a list, work on an organizational structure: how can you group topics clearly and logically?
• Write an email to employees to introduce your new dress code.  What will be important for employees to know about the code (which you can attach)?  How can you present the code in the best possible light, so that employees understand the rationale and buy into the change.

The List Is in: Best Companies to Work For

The Story

A newly published list of Best Companies to Work For includes a newcomer that now holds the number 1 spot: Facebook.  This report is published the same week that Mark Zuckerberg, Facebook's founder and CEO, is named Time Magazine's Person of the Year.  Other winners on the best company list include Southwest, Bain & Company, General Mills, Edelman, Boston Consulting Group, and SAS.  The list is generated by Glassdoor.com's Employees' Choice Awards.  Did your favorite company make the list?

Discussion Starters

• What is your favorite company to work for?  What criteria are you using to determine this?
• To what extent are you influenced by lists of top employers?  Why or why not?  Does this list, generated by employee feedback, have more credibility, in your opinion?

Assignment Ideas

• Choose one of the companies on the list and write an introductory paragraph for a cover letter.  How will you reference the company's spot on the best company list in a sincere way?  
• Explore comments about your favorite company on Glassdoor.com.  Summarize what you have learned in a memo to your instructor.  Try to balance positive and negative information about the company, knowing that the feedback is all from employees and may not represent an objective view.  Which comments do you find most believable and why?  Which are least believable and why?

Gap in Ethics? Made in U.S.A. = Made in China

The Story

Gap, consistently rated one of Ethisphere's Most Ethical Companies, is under fire.  The company's "Feed USA" campaign promised to donate $5 to school lunches for each bag sold.   Although the poster advertising the campaign is stamped "Made in the U.S.A.," the bags themselves have a label that reads "Made in China."

Discussion Starters

• What do you think of this situation?  Looking at the images posted, do you think the campaign is misleading, or is this no big deal?
• How do you think this bodes for the Gap's rating as one of the most ethical companies? Would you withdraw this distinction, or keep it for other reasons?

Assignment Ideas

• A representative for the Gap responded to the story: "'We regret any misunderstanding,' a rep for The Gap tells Consumerist, adding that the Feed USA Canvas Tote bag and the Bandana Bag are actually both made here in the good old U S of A. 'However, the FEED USA Denim Bucket bags are made in China, and should not have been connected to the made in the USA signs.... We apologize for any inaccurate messaging.'"  However, the signage doesn't indicate that some of the bags were made in China, and bags made in China still have the "Feed USA" logo.  Try another approach for Gap.  What could you say instead, which might be better received, considering the situation? 
• Write an email to Gap explaining your position on the topic.  You choose: either urge the company to change the campaign or show your support for their efforts.

Wayne State Drops Diversity Award

The Story

Wayne State University decided to drop The Helen Thomas Spirit of Diversity Award, named for the 90-year-old alumnus of the school.  The University referred to Thomas' remarks in a recent speech as "anti-Semitic."  Similar comments about Jews several months ago caused Thomas to resign from her long-standing position as a White House Correspondent. 

Discussion Starters

• Did the university make the right decision?  Why or why not?
• Thomas responded to the university's move: "...the leaders of Wayne State University have made a mockery of the First Amendment and disgraced their understanding of its inherent freedom of speech and the press."  What do you think of her response?

 Assignment Ideas

• Write an email to Thomas on behalf of Wayne State leaders, explaining the decision to drop the award.
• Write an email to previous award recipients.  How can you explain the decision without diminishing the honor for those who received an award in the past?

WikiLeaks: Is Big Business Next?

The Story

After over 250,000 U.S. State Department documents became public by WikiLeaks, the organization's founder warns that big business may be next in line for a security breach.  Companies have reason to worry.  The WikiLeaks documents revealed embarrassing information, such as references to the prime minister of Italy as "feckless and vain" and to North Korea's leader as a "flabby old chap."  If documents and internal communications of "a major American bank" are revealed, as Julian Assange promises, a company may suffer deep embarrassment.

 Discussion Starters

• What are the ethical considerations of making companies' documents and internal communications public?  What is the value to society?  What are the potential risks?
• Does the possibility of your email or other documents becoming public concern you?  Does this encourage you to rethink how you write messages?  How?
• How can individual managers working for a company protect themselves from these attacks?

Assignment Ideas

• Look at emails you have sent over the past six months.  Which would cause you embarrassment if they were published in the Wall Street Journal?
• Write an email to Julian Assange, the founder of WikiLeaks.  Take a position: either convince Assange to continue his pursuit of business OR convince him to stop his pursuit.  Be sure to explain and support your position.

TSA Video Responds to "Pat Down" Criticism

The Story

Travelers who decline a full-body scan at the airport will be subjected to a "pat-down."  Facing customers' concerns and confrontations at the airport, Transportation Security Administration (TSA) Administrator John S. Pistole issued a video, "Helpful Hints for Holiday Travelers."

 

 Discussion Starters

• What are your impressions of Pistole's video?  At what point are you most convinced and reassured?  least?  Download the script.
• Before the new procedure was in the news, on October 28, 2010, the TSA had issued this statement: "TSA is in the process of implementing new pat-down procedures at checkpoints nationwide as one of our many layers of security to keep the traveling public safe. Pat-downs are one important tool to help TSA detect hidden and dangerous items such as explosives. Passengers should continue to expect an unpredictable mix of security layers that include explosives trace detection, advanced imaging technology, canine teams, among others."  Is this enough for people to understand?  What communication strategy would you have suggested for the TSA?

Assignment Ideas

• Write a script for your own video.  Or, rewrite a few lines from Pistole's video.
• Watch Matt Lauer's video interview of Pistole on the Today Show.  In small groups, discuss how well Pistole responded to the questions.  What strategies for handling questions did he use successfully?
• Rewrite the TSA's November 21 response to the controversy using business writing principles, particularly analyzing your audience and using simple, clear language.