The Answer is
How to give bad news to save
your time, your school from
lawsuits, and your soul.
PACRAO 2008 Session C7
Kristin Plaehn, Registrar
Kelly Gaspar Poth, Graduation Administrator
Pacific Lutheran University
Why ‘No’ is important
Integrity
Fairness
Consistency
Mission
The answer is
Who we say ‘No’ to…
Students-most leverage/authority.
Personal, sometimes life changing
Generation differences
Show understanding/listen
Be polite, but firm, don‟t give false hope
Customer Service does not mean giving in
The answer is
Who we say ‘No’ to…
Parents – most problematic. FERPA is
your friend. Empathize but stick to your
school‟s regulations about giving
information.
Faculty – most political. Always check
with the boss (in advance if possible).
Peers – most difficult. Ask „why‟ –
perhaps another way to help?
How?
E-mail/phone/in writing/in person
Give options/alternatives to a “yes”.
Give an „out‟ for saving face
Give perspective
Ask for input
Explain how and why a policy was created
Understand the policies and your
constituents
The answer is
Scripts
„Maybe I wasn‟t clear…‟
„Perhaps you didn‟t understand…‟
„I know this isn‟t what you were hoping
for…‟
„I can‟t do that, but I can…‟
„The policy doesn‟t allow for that, but you
might consider….‟
„No‟
The answer is
It is OK to say ‘No’
Depersonalize
The policy is responsible
Your enforcement of a policy supports
your institution
Remember why „No‟ is important!
The answer is
Troubleshooting
Sample scripts
Best „one liners‟
Got a difficult situation?
Questions
The answer is
Thank You
Session C7
The answer is