Teaching Business Communication is packed with a wealth of new ideas you can use to add value to your course and make it more instructive.

Where’s the Empathy? Uber’s Icy Response Leaves Passengers Cold

Answers to Discussion Questions:

1. How could Uber's communication address controversies better? What strategies could rebuild trust and image?

Empathy and Transparency: Acknowledge concerns genuinely, expressing regret and outlining concrete steps to address issues.

Clear and Concise Language: Avoid jargon and technical terms, focusing on plain language that resonates with a broad audience.

Proactive Communication: Regularly update stakeholders on progress and demonstrate a commitment to improvement.

Multiple Channels: Utilize various communication channels (press releases, social media, direct communication) to reach diverse audiences.

Openness to Feedback: Actively listen to concerns and incorporate feedback into communication strategies.

2. What broader communication lessons can students learn from Uber's case? How can these lessons be applied in real-world situations?

Crisis communication planning: Develop clear communication protocols for various scenarios to ensure timely and effective responses.

Audience awareness: Tailor messages to specific stakeholders, considering their needs, concerns, and preferred communication channels.

Importance of tone and language: Choose respectful and empathetic language that fosters trust and understanding.

Transparency and accountability: Be honest about challenges and take responsibility for mistakes, demonstrating a commitment to learning and improvement.

Building trust through action: Translate communication into concrete actions that address concerns and demonstrate a commitment to positive change.

By understanding these lessons and applying them proactively, students can navigate challenging situations, build trust with stakeholders, and protect their organization's reputation.

Excellence in Business Communication teaches students to communicate effectively, empathetically, and transparently, which could have helped Uber handle controversies better. The book emphasizes audience analysis, clear messaging, and active listening—crucial skills for addressing concerns genuinely.

It also covers crisis communication, teaching students to take responsibility, express empathy, and outline corrective actions. Moreover, the book highlights the importance of aligning words with actions to build trust. By applying these principles, Uber could have fostered open dialogue, acknowledged issues, and clearly communicated steps to resolve them, thereby strengthening relationships with stakeholders.

The book equips students with the communication skills to navigate challenges and build trust.

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Instructors and Students Nationwide Love Bovee and Thill’s Business Communication Textbooks

Instructors and students nationwide love Bovee and Thill's award-winning business communication textbooks.See the more than 55 cities featured on this page.

Bovee and Thill's texts are the most widely adopted business communication textbooks in the world. Request examination copies of these award-winning textbooks today! (Instructors only.)

 

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These 11 Online Business Communication Magazines Can Make Your Teaching Easier and More Effective

Teaching a Modern Course in Business Communication is one of 11 online business communication magazines published by Bovee and Thill. Here's a complete list:

Business Communication 2.0: Social Media and Digital Communication
Teaching Interpersonal Communication in a Business Communication Course

Teaching Business Communication and Employment
Teaching Visual Communication in a Business Communication Course
Teaching Business Presentations in a Business Communication Course
Teaching Business Communication and Workplace Issues
Exclusive Teaching Resources for Business Communication Instructors
How the Mobile Revolution Is Changing Business Communication
Teaching Intelligent Technologies and Artificial Intelligence in a Business Communication Course
Bovee and Thill's Most Popular Business Communication Online Magazine Posts

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Evidence Shows Students Still Learn More from Print Textbooks Than Screens

"As researchers in learning and text comprehension, our recent work has focused on the differences between reading print and digital media."

"While new forms of classroom technology like digital textbooks are more accessible and portable, it would be wrong to assume that students will automatically be better served by digital reading simply because they prefer it."

Author bio – Ms. Alexander is Professor of Psychology, University of Maryland.

Read the full article by Patricia A. Alexander (photo, left) a...
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